Steps not showing up on App Charge 5

[kinsman57]

I just got a new Charge 5 a few days ago. The Charge 5 and the iPhone app are up to date, but for some reason the steps are not syncing.  The app is showing far fewer steps than the device.  I restarted the device too.  Any suggestions?

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @kinsman57. 

I appreciate the information provided about this issue with your Charge 5 and the troubleshooting steps that you already tried. 

Before considering other options, please make sure that you've tried the restart procedure using the charging cable instead of the restart option on the settings app of the device:  

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears. 

In addition, please try the following steps if you're still having the same problem: 

• 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 your steps. 
• Try to set up your Charge 5 as a new device in your account if you're still having the same problem. 

Hope this helps, I'll be around.