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.

[ange7890]

For 11 days now my Charge 6 has not recorded distance.

I have spoken to support 2x & they said this was a known issue being looked at by developers. Yesterday I reached out to FB on X & was chatting to support on there. They asked me to carry out multiple troubleshooting activity which I did culminating in completely uninstalling and reinstalling my device this morning. Nothing is resolving the issue. I have sent multiple messages on X again today but Fitbit support are IGNORING me. I want this fixed as I'm getting very frustrated with their service & my product is not working as it should and it's still in warranty.

I have tried multiple times on here to chat on the website but they're either not seeing my replies and closing the chat down or the queue does not go down!

I have tried rebooting my FB, logging out of the app, reinstalling the app, adjusting my stride, switching GPS sources, reading various help docs you have sent through, updating my app & FB versions, & completely forgetting and re-installing my FB this morning.

How do I speak to someone??

[Garrynp]

is this really the answer to the issue that isn't working? Shouldn't this question remain open until the update is available that fixes the issue?

[Garrynp]

Also does the Fitbit not use GPS to track distance? The manual step length will just calculate the distance based on steps x the value set, so not the actual GPS distance. Surely you can revert the changes made on the last update which broke this and apply an update once properly tested 

[JuanFitbit]

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

As already mentioned : 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