Charge 6 not tracking pace or mileage

[Runner.Sparkles]

Today I just noticed that the mileage on my fitbit is not being tracked. The device still counts steps just fine, but it says I have walked 0 miles.

Furthermore, if i start and activity such as a walk or run, it says my pace is 0’00”, and the mileage of course remains 0 even if I walk a significant amount. 

I have tried turning bluetooth off and back on, fully disconnecting and reconnecting the watch, doing a device restart, etc. Nothing is working. 

Any help would be greatly appreciated. 

[SRob1980]

I have tagged you in another posting saying this so a known error and advises you check and amend your stride. Mine was set at 40 inches!! 😳 hope this helps. I have amended and it’s not changed today miles but hopefully moving forward this helps 🤔

[RiekoC]

Hello @Runner.Sparkles 

We've seen reports from users that they aren't seeing distance being tracked in their Fitbit app. This issue has been escalated to the team.

That said, one user noticed that they saw distance tracking again after they disabled automatic stride length and manually entered a stride length in the Fitbit app. Several other users have reported they also saw distance tracking when they used this workaround. If you would like to try this workaround, this help article has the steps on how to manually enter your stride length (<-- click link)

Hopefully, it won't take too long for the issue to be fixed.

[Runner.Sparkles]

Just calculated my stride length and entered it manually, now it seems to be tracking things properly! Thanks a bunch! 

[Crsimpson21]

Fitbit Charge 6, got it a week ago, stopped tracking distance yesterday.  Using Android, Pixel 8a, turned stride length off and it started tracking distance again.  However, it did not track my 1/2 hr swim today.  It's automatically tracked them all week.  I put stride length back on, will see if it tracks my swim tomorrow.  

Boo 

[elchavito]

Same. My charge 6 randomly stopped tracing distance. What am I paying for premium for?

[Natdfre]

Hi! I am also having the same issue. Is there a help desk that can assist us? Is this a fitbit issue ? 

[SRob1980]

Apparently Fitbit are aware of the issue. I have changed my stride manually in the settings and the miles and pace are now recording

[RiekoC]

Hello @Natdfre 

The team is aware of the issue.

You can submit the issue using the Feedback option in the Fitbit app:

• Tap on your picture/avatar in the upper right of the Today page in the Fitbit app
• Select Feedback and select Get Started
• Complete the information and submit

Although you probably won't get a response, the team receives and reviews the Feedback

[Avold]

I'm having the same issue.  No pace or mileage when on foot. However, it does track distance when I'm in biking mode.

[ActionJackson31]

Been having the same issue for the past week at least.  Based on other comments it seems Fitbit is aware of the issue, but it’s disappointing they still haven’t fixed it. I tried messing with the stride length but that doesn’t seem to help. It works fine tracking distance when I run. 

[Runner.Sparkles]

I’ve tried so many things and at this point I’m sure not there’s any way to fully fix it. Initially after making this post I manually entered my stride length and thought it was fixed. However on my next run I immediately noticed that it seemed to be tracking my pace and mileage inaccurately. My usual easy pace that I run multiple times a week and am VERY familiar with was being tracked as 2 whole minutes per mile slower than it should’ve been. Furthermore, the same 1.3 mile loop that I usually start each run off with was only counted as about 1 mile.

Then, I messed with the GPS settings. I changed it from dynamic to Phone only, and once again thought I found the miracle solution. I tested it out and the pace finally seemed normal. Then of course the next day it went back to being extremely off.

Ive looked up every bit of info I can find, tried every fix and it’s been extremely disappointing. It’s very discouraging seeing my easy pace be anywhere between 2-4 minutes slower than it should be when I KNOW I’m running just as fast as usual. And then my sprinting speed going as fast as possible is also nowhere near what it should be tracked as. 

I’ve messed with it on and off every few days for almost 2 weeks. Nothing seems to help. Today I’ve finally resorted to setting my stride length back to manual, resetting the GPS and just hoping for the best. 

I’ve only had this fitbit for a little over 2 months. I’m very disappointed

[Natdfre]

Hi everyone, do we know how to escalate this? I am still having issues not tacking distance. Only if go on exercise mode and set it, it counts but if I am randomly walking it doesn’t 

[JB_London]

It just happened to me yesterday (3rd Aug). I run 5k run in the morning and everything tracked perfectly. Then went for a walk in the evening and no pace and no distance tracked, just like that. The same issue with my walk this morning. It's just odd how it keeps affecting more people and has not yet been fixed since last month.

[lorelai2112]

I'm seeing this too now.  I got 101,049 steps in last week but only 10.44 miles. Seems just a little "off".  ☹️ I wonder what changed and what testcase got missed. OY! If this is how Google runs things, I'm fearing an Apple watch might be my next tracker.  I really liked my fitbit too. (sigh)

[RunnerTracy]

I’m on the same boat and it’s wild to me that no one has corrected this problem yet. This has been going on for weeks now. Tracking mileage and pace is probably the primary function of a tracker and it doesn’t work—on a NEW watch. I’m livid tbh. 

---

I had almost switched to another brand and then decided to stick with Fitbit. I’m so mad at myself. What a waste of money. 100% I’ll be switching now. 

[Mohanad]

Hello Fitbit technical support team / Community friends,
I have the same issue since 4th of August. When I am checked here; I found it’s happened with other users and it was reported more than 2 weeks ago without any positive respond.
From 2017 started with charge 2, I preferred Fitbit & used deferent models for 7 years. 
I expect that 2 weeks is more than enough to solve the issue, I hope that I am wrong and it’s not consider as reluctance for solve the issue. 

 

[Mohanad]

Hi

do you have any expectations, when issue can be solve?

[Jackygr]

I’m having exactly the same problem. On Monday it tracked distance, but on Tuesday the distance tracked was zero, even though it showed that I’d walked 11,000 steps. Yesterday and today it’s the same.

Come on Fitbit! You have a problem that needs solving ASAP!

[Cheeesie1]

@ManuFitbit Any ideas?