Charge 6 no longer tracking workouts

[dpatts]

I've had my Charge 6 for about three months. 

I use it to track my workouts – lifting weights in the gym, running, climbing, etc. Today, suddenly all my non-walking activities/workouts started disappearing from the Fitbit app. As I moved back through the weeks, they would briefly appear and disappear. I have now lost weeks of workouts. However, bizarrely, all the walking activities remain!

I went to the gym today, tracked the workout as usual by starting the activity on the watch, completed the workout, and synched the Fitbit with my phone. The workout just disappeared, and Fitbit said I had 0 exercise for the day. I just went for a walk and it logged the walk perfectly.

I have tried updating the Fitbit, restarting the Fitbit, restarting my phone, looking on the browser dashboard on my laptop. Nothing. I just want to log my workouts!

Can anyone help or advise?

[RleeA86]

I did get another watch from a different company! However when I said which one fitbit emailed me and said they have removed my post because I mentioned another brand of watch! Havn't used my fitbit for 5 days now, clearly not sorted the issue! 

[Sho311]

I'm having the same problem! I had a Charge 5 for several years, and on Aug 29th I noticed all my historical exercise data was just GONE. And my Fitbit app stopped recording new exercise data from my watch.

I tried all the troubleshooting steps, but nothing worked. I contacted support, and they said this was an ongoing issue, and a new firmware update was releasing on September 10th.

The problem persisted after September 10th. None of my exercise data was syncing, even though my watch was recording each exercise. 

Customer service then told me it sounded like I should just purchase a new device, even though I told them it wasn't my watch that was the issue.

I ended up getting a Charge 6- and surprise- STILL HAVING THE SAME PROBLEM.

This is extremely frustrating! All their customer service keeps saying is they're "working on it." Meanwhile the watch is basically useless because it is not accurately recording my movement.

DO BETTER GOOGLE!

[RVecsei]

It's been over a month now that none of my exercising is being logged. I've lost everything, every daily workout, from August 18th on. I'm basically wearing a paper weight that tells time. I've contact customer support twice, weeks apart, and they don't seem to care at all or have any sense of urgency despite the fact that we all paid a lot for a watch and monthly for their useless app. All I got both times is that they're aware of the issue and there is no timeline whatsoever on when it'll be fixed or if we'll regain all our lost data. This is probably one of the worst customer service experiences I've ever had. I'm brand new to fitbit and unfortunately only had a working watch/app for about a month. I guess I'll be looking into other trackers as well. 

[Leah_C]

You summed up how I feel PERFECTLY !!!! 

[EFontenot]

Not all of the issues have been fixed. I have days that I manually inputed stuff that has been deleted and I know I inputting them

[STAY88]

My activities have not been tracked in forever.  It tracked my steps today but then changed every day for the last month to the same step number.

I manually enter spinning and walking and nothing shows up. 

Not I have lost all My workout history for the past four years.  Should have just logged it in my paper planner.  What is everyone going to now that this doesn’t work?

[STAY88]

Walking on a treadmill definitely is not matching up.  I’ll do 3000 steps and Fitbit logs it as half a mile.  So frustrating.

[Leah_C]

I’m hoping that Fitbit will figure things out soon … can’t even imagine losing my fitness data permanently 😞 

[Gator83]

I'm sorry to hear about everyone's problems but glad I am not alone. This morning, I manually started a bike ride. When done I attempted to add it to exercises. At that point the ap did add the data (missing past exercise also) but froze when trying to add the map data. The map data for today could be viewed before attempting to sync. All of the missing data was gone again when I tried to reopen the ap. Hopefully this means the data is not permanently lost at this point. Anyone else have this or similar experience? Has anyone from Fitbit acknowledged this anywhere other than verbally to people who have called in?  

[Seokten]

I am now unable to start exercise from the app, nothing happens when I try to manually start my exercise. Besides, my walking session this morning (like many others) were not recorded on the app although my Charge 6 was able to automatically detected my walk and gave me a summary of my session. Nothing seems to be fixed!!!! STILLLLL!

[Petunialilly]

I am not hopeful that data is retrievable. I have been manually copying the workout data directly from the watch before ending the workout session so I have some data. It was always my understanding that the device only retained data for a week at a time so since this issue has extended much beyond that point I am not optimistic that the data will be recovered. It may be possible that the data is being synced to the app and just not being displayed but I am not a tech person so I have no idea. As to if anyone has received any responses directly from Fitbit, I do understand that some have contacted the help desk directly but the response has not been encouraging. They simply acknowledge that they are aware of the problem and are working to fix it but give no timeline. 

has anyone tried the export data function on the app? I wonder if exported through that file format if any of the missing data is visible. 

[Sho311]

I received an update from Fitbit this morning- not super encouraging since they previously told me this would be resolved Sept 10th 😕 

"We're aware that there are currently some app glitches affecting your Fitbit experience. These disruptions are due to ongoing updates that Google is implementing.

Since August 29, Google has been implementing a few backend changes to the Fitbit app. These changes are designed to improve the overall performance and functionality of the app. However, in the short term, they may cause some fluctuations in your data or the app function. 

We anticipate that these data discrepancies will be resolved by September 26th when a new update for the Fitbit app is released.

We apologize for any inconvenience this may cause and appreciate your patience during this time.

Thank you for your patience and understanding as we work through this temporary situation."

[Leah_C]

Well that's the first hopeful thing I have read ... Lets see what happens on the 26th.
Thanks for posting this.

[Bam2448]

I just got my charge six after my five started dying and it will connect to GPS. I’ve done everything I can’t think of and it just won’t connect to my phone. GPS.

[RiekoC]

Hello @Sho311 

Thank you for sharing the information that you got from Support. This is at least the 2nd report that I've seen where Support gave a 26 Sep date for a Fitbit app update. Hopefully, this means we only have a few more days before the fixes roll out.

[Kiddiecol]

Dear all

I posted day before overseas holiday, returned this weekend and did a class this evening and later on discovered Charge 6 exercises from and before purchase on 1/6/24 have synched.

Hopefully everyone else's  will start to work before 26th September.

If not get onto Lizzie from Fitbit and ask her to confirm when it will be sorted for you by.

[Petunialilly]

Good information. Wish I had known earlier today. I had pretty much decided to move to another device and did that this afternoon. Hate to leave Fitbit as it has served me well for many years through a number of device upgrades. 

[STAY88]

Keeping my fingers crossed.  I just did a treadmill walk.  I started and ended it manually.  It counted all my steps and showed up on my app!  

i checked back and all my activity is back for the past three weeks.  That was as far as i looked.  

Hoping it’s fixed. 

[JuanFitbit]

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

Our team has been monitoring this and already worked a solution for this. 
This should be solved by now. 

Please make sure that you have the latest Fitbit app. 

If so, and you still don't see your activities, try turning your phone off and on again. 

[Leah_C]

Terrific news - can't wait to do a workout to see if its corrected.
UPDATE:  things are working great - thank you