Steps disappeared Charge 5

[Llobert]

Steps disappeared after charging. 

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Llobert. 

Thank you for sharing this information about the problem you experienced with your Charge 5. 

Before considering other options, could you please provide a few more details? When you charged the device, the steps disappeared from the device itself or you're not able to see them on your Fitbit app? 

In the meantime, please try restarting your device using the charging cable and sync your device again. In case the problem is related to the Fitbit app, please follow the steps here below as well: 

• Log out from the app.
• Clear Cache for the Fitbit app on your phone's settings 
• Restart your phone. 
• Log back in to check if you're able to see the tile. 
• Try to set up your Charge 5 as a new device in your account if you're still having the same problem. 

I'll be around. 

[Llobert]

My husband had over 12000 steps on his Fitbit charge 5 which disappeared after he charged it.  We have no idea why that happened, but it was disappointing.

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I should add that we tried the restart with no success.

[DavideFitbit]

@Llobert Thank you for your reply and for confirming that you already tried the troubleshooting steps suggested earlier.  

If the steps were definitely lost, unfortunately it would not be possible to recover the lost steps, but you can manually add an activity to override the data recorded. 

In this case, if 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. 

See you around. 

[Sorefeet25]

I've had the same issue - just did 46000. steps and walked 29k. When I synced with my iphone, this changed to 28000k and 18k. I've only just bought this fitbit so this is not ideal. Any suggestions?

[DavideFitbit]

Welcome to the Fitbit Community forums, @Sorefeet25. 

Thanks for confirming that you've been experiencing the same issue with your steps. 

Before considering other options, could you please confirm if you already tried all the steps mentioned here earlier? Let me know if you're also having issues to sync other information. 

[lynnkeen]

I had initially set the app to sync to my iwatch…via the myFitnessSync. Step count was 1728.  Picked up Charge 5 and added as a new device.  The device consistently changes from current number of steps to 1768…then when sync…goes back to 1728.  Restarted phone and charge 5…no change. Removed charge 5 and re setup…no change.  Deleted myFitnessSync and did all same steps over…no change. How do I fix this?

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I may have figured it out. I had to unpair the iwatch from the phone.  Then reinstall the fitbit device. So far so good.

[DavideFitbit]

@lynnkeen Thanks for sharing this update, it's good to know that it's been working properly after you unpaired the iwatch from the phone. 

See you around in the forums.