Charge 6 steps underestimated

[dolekno2]

I’ve been using the fitbit versa 2 for years, and i have gotten replacements. I do 10,000 steps every day and it usually takes 2 hours. For the past 3 days it has taken me up to 4 hours for my watch to show 10,000 steps. On my Iphone health app it says i have gotten 20,000 over the past 3 days, almost double the amount fitbit has been showing. Is there any fix to this? I’ve reset my device, updated the app, ensured my location setting was on, and tried both manually setting stride length and automatically setting stride length.

Moderator edit: clarified subject.

[ManuFitbit]

A warm welcome to the community forums @dolekno2.

Thank you for taking the time to share this information regarding the difficulty that you are experiencing with your Versa 2. Also, thank you for trying to fix it on your own. 

Please make sure to not use "Mobile track". It is a service that allows you to count steps using your phone even if you forget to wear your Fitbit.  Steps counted by Mobile Track using your phone will be uploaded to your Fitbit dashboard. It is possible that you set it up unwittingly. 

Please in your Today tab, go to the upper left side, tap on the device and phone icon. On the account screen scroll down to "Phone" and click on the 3 dots and choose "unpair".

To know more infomation about MobileTrack, you can also visit the following link: How do I use Fitbit MobileTrack?

[Julia_G]

Hi, @dolekno2 , that’s a curious one!  Resetting your device is always a first trouble shooting step so that was a good start.

Are you saying that your steps are not showing on the Fitbit itself or is it that they are not showing on the app?  If the app it is likely to be a sync issue.  However, from what you have said I think you are saying that the steps are not showing on the watch itself.

A first step would be to check whether your Fitbit is counting steps properly at all.  To check this I would recommend going outside for a little walk.  Check the step count on your Fitbit Charge 6.  Then carrying nothing and allowing your hands to swing naturally by your side please take 100 steps counting as you go.  Then recheck the step count on your Fitbit.  Fitbit claims 95% accuracy so with 100 steps taken your count should have added between 95 and 105 new steps during the experiment.  

If the experiment showed that steps are being counted under ideal conditions - deliberate walking, no carrying, natural hand swing - then it is worth considering what other factors may be involved.  For example pushing a stroller or grocery cart may mean that many steps are missed, due to the vibrations from your steps being absorbed by the cart etc rather than detected by the Fitbit.

Also, depending on the surface steps can be missed (e.g. soft carpet)

What I am suggesting is that if the 100 steps experiment showed that the pedometer aspects of the Fitbit is working it is likely that an environmental factor is interfering.

If the 100 steps experiment indicates that your steps are not being counted properly or not at all then it may be worth contacting Support to find out what their views are.