Charge 6 doesn’t track distance

[BSPIER]

Hi. I just bought a Fitbit charge 6 one week ago. Everything was working fine. But since 2 days my Fitbit doesn’t track distance anymore. All the other things it is tracking correctly but distance stays 0km. How can I fix this?

Moderator edit: clarified subject.

[Taylor.O]

I’m having the same issue with my Charge 5. Just started yesterday.

[NikNaks13]

Mine is the same, stopped tracking on sunday. I thought it was a fault and returned my fitbit as faulty!! Got another one last night, so far after doing 8,000  steps says i have done 0.2 miles. 

[Brandonjt75]

Are Fitbit going to do anything about this? My charge 6 tracked my run distance this morning, but doesn’t track any distance outside of a related exercise. 

[Drpapp]

Mine did the same - tracked my running this morning, nothing else 😁

During the the afternoon I set the stride manually, since than it's working again.

(See the first post how to set it) 

[Delenn33]

Exact same issue here.  IOS user.  Just replaced my Charge 5 because the screen stopped working, and within a week of getting a Charge 6, my distance stopped tracking.  Been a Fitbit user for years and never had any issues until now!  As a runner, the device is useless without distance tracking.  🤞 for a fix soon!  

[JuanFitbit · Accepted solution]

Hi everybody ! Thank you for your messages, efforts and feedback. 

Our team is aware of the situation and is working on a solution to it.

Many users have now confirmed that they were able to fix it by entering the stride length themselves. It's worth a try until our team has worked on the solution.
You can find instructions for this here:Can I change my stride length in my Fitbit account?


Please follow this thread where all updates will be posted. Distance appears as 0 after sync

[TFD13]

hi! how can i be alerted if updates to the thread?

[Delenn33]

Wouldn’t it be possible to just undo the update that caused this problem so users could go back to being able to track distance while the team figures out what went wrong?  It seems like it’s taking a long time to fix, and whatever else was in the update doesn’t seem worth the hassle the glitch has caused…. Just saying!  

[Goldsgirl]

Hi, 

Same problem for me as of 1st August. I'm on Android. Hope this will be fixed soon as it worked perfectly well before. One of the things I didn't have to get frustrated with!!

[Andy888]

What’s going on? Why haven’t you even emailed all users about the issue if it’s know? 

[TanKT]

My Charge 6 having same problem, unable to fix it.

[TFD13]

the earlier instructions to manually add walking stride length have solved
my problem. worth trying!

[LJay24]

I have had the same issue for a month now. It’s a joke, complained several times through the chat process, no help whatsoever, just tell me it will be fixed when it’s fixed. Why would I have a Fitbit, designed to track my movements and exercises and it doesn’t do what it’s designed for? Then my Fitbit came up with a blank screen, will vibrate, but doesn’t work, asked for a refund under warranty and they said sure, the higher up team will get back to me in regards to this which was over a week ago. I’m done with Fitbit, customer service was rude and lazy, and the device is useless and doesn’t work. 

[CBTanya]

Looks like this issue hasn’t been resolved yet. It’s Aug 12 and my Fitbit also stopped tracking distance. Anyone know if there’s an update? 

[Brandonjt75]

Still nothing from Fitbit, and now the peloton app is no longer updating the Fitbit app either. 

[FitRu2024]

It has been a month since FitBit has been made aware of this issue - Please provide an update on the resolution.  Disabling an automatic feature is not a long-term solution.  

The charge5 was also not water resistant.  I wore it in our pool, while on a floatie (less than 2 feet below water at any time) and it broke twice.  The second time fitbit failed to replace it, even though it was still a new product.  Now upon replacing it with a charge6, THIS feature is not working.  FitBit has gone down noticeably in quality since being purchased by Google.  if these issues are not addressed, I will follow the folks below who are leaving FitBit for a product that actually functions as advertised.  Please fix your product.  

[Dcday]

The same thing started happening to my Fitbit as of this morning, August 13, 2024.

[aj4689]

Is entering our stride length a one time fix? Or is this something we will need to repeatedly enter, daily, after walks, etc?

[RiekoC]

Hello @aj4689 

Manually setting your stride in the Fitbit app is currently a workaround until a fix is rolled out. 

As I understand, you should only have to manually set your stride once.

[TFD13]

one time fix (so far, couple of weeks)