Steps and Distance Are Way Off! Charge 5

[runner-pat]

I would like some help with my Charge 5 - it is seriously inaccurate to the point of being useless. I have compared to phone tracking and other trackers and found this:

- I measured out an 8 km run on an online route planner and ran it three times a week for two months

- Google fit, strava (both using my android phone) and my other tracker all measure 8 km with roughly 7,200 steps each time - that is 24 runs with minimal variation across three other measures. 

- Charge 5, meanwhile says 5.6 km to 6.3 km with ~4,400  to 5,200 steps on the exact same run

This is a 40% discrepancy that occurs every time with the run; effectively this means pace and distance are not well tracked and means the fitbit is pretty useless. 

Actions tried:

- resetting charge 5

- resetting apps 

- Using phone GPS, hybrid, and built in GPS

- Checked firm ware 

I wear it on my non dominant hand. 

Moderator edit: subject updated for clarity

[DavideFitbit]

Hello, welcome to the Fitbit Community forums, @runner-pat. 

Thank you for sharing that you've been experiencing this inconvenience with your Charge 5 and that you already tried a few troubleshooting steps.  

It seems that you already tried all the basic steps shared in the forums to improve the accuracy. In this case, since you continue to experience the same problem, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a great day.