Charge 6 - Steps accuracy

[itsnjeri]

I’ve had my Charge 6 for 2 years and had never experienced this issue until now. My step count on the device is different from that on the Fitbit app, even after syncing and refreshing. The Fitbit app showed a much higher step count yesterday after an activity, than my Charge 6. I’ve also had the Step Up app for a while, and it’s been showing a different step count from my Fitbit app and my Charge 6. It always syncs from my Fitbit app but something has been off since yesterday. What problem could this be? Need it resolved ASAP. 😔

Moderator edit: updated subject for clarity

[DavidFitbit]

Bonjour @itsnjeri, welcome to the Fitbit Community! It's great to have you here!

Let me help you with the issue you are experiencing with the step count on the Fitbit app.

This issue is usually related to MobileTrack. Whe you use Mobiletrack, low-power step sensors inside your phone track your steps and send the data to the Fitbit app and this mixes with data from the Fitbit device. To verify this, do the following:

- Log into the Fitbit app and tap the Today tab > Devices .
- On this page, do you see Mobiltrack installed?

If you do, you can remove it by tapping on Mobiletrack, scroll down and chose, delete this device from app.

[itsnjeri]

Hi David,

Thanks for your response. 
I’ve checked out my Fitbit app - on the ‘Today’ tab, I didn’t see the ‘Devices’ option. However, I did click the menu icon on the top left of the Today tab (it’s the icon that shows the Fitbit’s battery level). Under this selection, I saw the Devices tab, and upon clicking, I only saw 2 options: Charge 6 and Phone. Is this the right tab? There’s no Mobiletrack in the option list. 

[MaCrisGBFitbit]

Hi @itsnjeri! Thank you for your response. 

That is the correct tab, to remove the MobileTrack please follow this steps: 

1. Go to your app
2. Tap the icon in the top left corner (it has a small phone and battery level)
3. Tap where it says Phone
4. Please remove the phone from your app connections.

Always remember to sync regularly and keep your app and Charge 6 updated.

[JuanFitbit]

Hi everybody! Thank you for your messages and feedback. 

Our team is aware of the issue and is investigating it. We will update the thread as soon as we get more info. I hope to update you soon.