Charge 6 missing steps after sync

[tankboy]

I have gotten a couple hundred steps in this morning but each time the app syncs with my device the steps count resets to zero. 

It is still showing my active minutes and such, so it is recognizing my movement, but doesn’t seem to be saving it. This is very frustrating and if it interrupts my step streak that would be incredibly demotivating. 

Is anyone else having this sudden issue?

Moderator edit: updated subject for clarity

[Wildbird55]

Yes, I'm having the same issue.  Steps not registering.  I've walked the dog this morning and zero steps registering.  It also impacts calories available.  I've restarted the app, adjusted the strap, cleaned the back of the watch and nothing has helped.  So frustrating!

[abby.e.hawk]

YES. I've been having this issue all morning, for the first time ever. I've restarted the Fitbit and my phone, uninstalled and reinstalled the app, reset the Bluetooth, and still.... every time I sync the device with the app, it resets my step count for the day. It's so frustrating.

[Ellen_Patrick]

Yes, same issue here. My hourly activity is correct, but my steps went from 1000 to 300

[MaCrisGBFitbit]

Hello everybody @tankboy @Ellen_Patrick @abby.e.hawk @Wildbird55 !  Welcome to the Fitbit Community! It's great to have you here!

Thank you for sharing the details about this situation with your Charge 6. 

In this case please try the following steps: 

1. Restart your Charge 6.
2. Sign out from your account. 
3. If you have an iPhone please offload the app.  
4. If your phone is an Android uninstall and reinstall the app.
5. Log in
6. Sync with your app.   

To offload the app: 

1. Open the Settings app on your iPhone.
2. Tap General and then iPhone Storage.
3. Scroll through the list of apps and tap in the Fitbit app.
4. On the Fitbit app's information screen, tap Offload App.
5. Confirm by tapping Offload App again in the pop-up menu. 

[tankboy]

Fitbit Moderator, are you certain there isn’t something broken in your end that is causing this glitch? Seems like there would be since we’re all suddenly experiencing the exact same issue. 

[Wildbird55]

Offloading and reinstalling work! Thank you so much!

[abby.e.hawk]

This seems more like an issue with Fitbit's servers. Is there any way to be notified by Fitbit when their internal issue is resolved?

[MaCrisGBFitbit]

Hi @Wildbird55!  I'm glad to hear that the suggested steps were helpful. 

@tankboy @abby.e.hawk  thank you for trying the suggested steps, the special team is aware of this inconvenience and is working to find a solution as soon as possible. 

In the meantime, I suggest you keep your mobile and your app updated.