Unreliable GPS Charge 5

[andylck]

Charge 5 has the worst and unreliable GPS tracking than using the mobile device GPS. I bought this because of the built-in GPS and I found out the GPS is very unreliable.

During cycling and hiking, it's GPS kept reconnecting every now and then. As a result, the map was inaccurate. The Fitbit App also screwing me around. Most of the time the map is incomplete with missing route. Also the Energy tab showing "Not Enough Data Available". Already tried reinstalling the Fitbit app and update to the latest version but still the same issue.

I've always been a Fitbit fanboy since HR2, Ionic and now HR5. But now I felt the quality is not as good as before. I'm disappointed with Fitbit and thinking of finding other alternative very soon.

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Fitbit Community forums, @andylck.  

I appreciate your efforts troubleshooting this issue and for all the information provided about your Charge 5, 

Before considering other options, make sure to follow the steps suggested in this article. If the GPS is getting disconnected during your activity, the Charge 5 may track different information for the the distance.

All devices with GPS sensors require a direct path to GPS satellites to calculate location. A weak GPS signal might affect the accuracy of your route and other activity data. Your device uses your step count to calculate distance until it finds a signal, so the total distance calculated for a workout may be slightly less accurate when GPS isn't available for the entire time. In particular, please make sure of the following: 

• That you are  in open sky and moderate trees
• Adjust how you wear the tracker when you want to use GPS 
• Make sure the Location in your phone settings is set to Always or All the time for the Fitbit app (if you're using connected GPS)

If you continue to experience the same behavior and your GPS is getting disconnected, make sure to try following the steps listed in this article to complete a restart, as this has been useful for other users experiencing something similar. In case the problem with the GPS map is related to the app, please try the following steps as well: 

• Log out from the app.
• Clear Cache for the Fitbit app on your phone's settings (Settings > Apps > Fitbit app > Storage > Clear cache)
• Restart your phone. 
• Log back in to check if you're able to see your information.
• Try to set up your Charge 5 as a new device in your account if you're still having the same problem.
• Make sure the Fitbit app and your phone's operating system are updated to the latest version available.

I'll be around. 

[PatRaq]

Someone at Fitbit must know that the Charge 5 does not work like it should - the built in GPS. I have since bought the Sense and the built in GPS works normally in the same environment; perfectly, always. No gaps.

With the Charge 5 after trying out all of the above ever so often - making sure GPS is connected before a run. And then huge gaps if there is any route tracking at all. Most times there's no route tracking at all. Previously I used the Ionic and it also worked very well. The Charge 5 is really bad as a "tracker" and fails against the built-in GPS feature Fitbit has advertised. I also had a not too productive chat with support. It was a dead end. Wished someone at Fitbit would step up.

[DavideFitbit]

Welcome to the Fitbit Community forums, @PatRaq. 

Thank you for sharing that you've been having the same inconvenience with your Charge 5. 

Even though there are a few reasons why this could happen, if you already tried all the recommendations mentioned earlier and you continue to experience the same problem or if you were able to compare the results with your Fitbit Sense, I do recommend that you continue the communication with the Customer Support team so they can let you know how to proceed or if there are any options available for you. 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. 

Thank you for the information and for the feedback provided about this. Our team is always working to enhance your experience and your feedback is a big part of that process.