Steps while swimming Charge 5

[BMX10]

My new Charge 5 recorded 3000 steps whilst I was swimming even though I had it in swim mode & on swim lock. It’s not supposed to record steps in swim mode. 

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @BMX10. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5. 

The device shouldn't be tracking any steps while you have it on swim mode. I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. 

Have a good day. 

[BMX10]

No it shouldn’t & all advice I’ve been given doesn’t change the fact that it is! I can turn it on & off, update apps & all the irrelevant standard robotic responses that help team give but it is still recording steps in swim mode which makes it completely rubbish because they are the two exercises I do & I bought this device so I could record them separately which clearly I can’t do! 

[DavideFitbit]

@BMX10  I'm sorry to see that you're still experiencing this issue. Thank you for sharing your comments about this.

If you haven't done so already, please make sure to continue the communication with the Customer Support team so they can provide you with the next steps; they usually need to make sure that you've exhausted all troubleshooting steps available. 

Thanks again for the information provided ; our team is always working to enhance your experience and your feedback is a big part of that process.