Charge 6 - the steps shown on my watch is higher than the steps on the app

[IngriE]

Hello,

My fitbit sync won't sync with the app. I have a charge 6, and the steps shown on my watch is higher than the steps shown on the app.

Moderator edit:  updated subject for clarity

[JuanFitbit]

@IngriE , A warm welcome to the Community! Thank  you for your message. 

If you see that the amount of steps on the Charge 6 is different as on the app  you might have MobileTrack on.

This feature uses the phone's sensors to count steps. This is for when you have left your Fitbit at home (e.g. while charging). Please make sure MobileTrack is not activated.
It may happen that the steps recorded with the cell phone overwrite those of the Charge 6  .

In the Fitbit app, tap the devices icon (top left corner).
There you will see the devices linked to your account.
If you see the Mobile Device Active option, tap it and remove it from the account.

If you are still having difficulties with the sync, please have a look at this: Why won't my Fitbit device sync?

[RiekoC]

Hello @IngriE 

By any chance, are you an iOS user? If so, I just read a Moderator's post that said:

There is a specific setting on the iOS system that needs to be always on, it is called Background App Refresh. This will allow the app to sync all the time even though it is not open.

Please go to your cellphone settings and scroll down till you find the Fitbit app. Tap on it and turn the option on.

You might want to confirm that you have the right settings enabled on your phone.

[IngriE]

I have an Android phone. I fixed the problem late last night. I had to restart the watch, uninstall and reinstall the app and disconnect the watch from my bluetooth. To connect it again, I had to use find my phone.

[IngriE]

I had to restart the watch, uniatall and reinstall the app, disconnect the watch from my phone and then use find my phone to connect it again.

[RiekoC]

Hello @IngriE 

Glad to see that you were able to get your Charge 6 syncing with your phone again.

Thanks for providing the steps you did to get it to work. This will help others with a similar issue.

[BKG-Starter]

I am having the same problem. Started 2 days ago. If I keep syncing on my phone, it will eventually match my watch but when I start walking the app jumps back top the higher number. After I walk and my watch adds steps to equal the app, then the app will start showing the updated step count. If resetting everything wipes all my data, I'm not willing to do that at this time. 

[RiekoC]

Hello @BKG-Starter 

I'm not sure that this issue is affecting your step count, but it could be.

I believe there is currently a problem on the Fitbit side. There have multiple users reporting issues with seeing their exercise data in the Fitbit app, including step counts.

I looked at the Fitbit Status Dashboard website and saw that there was an issue with the Web API starting around the beginning of September. This impacts data syncing and may be the reason why we're having problems with seeing our exercise data in the Fitbit app. Even though the description mentions "3P" (3rd party) apps, the timing of when this issue started is about the same time that many of us started seeing issues with our exercise data in the Fitbit app. The current status is still showing the Web API issue as of today, 08 Sep 2024. So, they must still be working on fixing the problem.

Please be patient. I'm checking the status daily. Hopefully, it won't be too much longer before it's fixed and we see all our exercise data again.

[Mayanprincess]

Thank you for the information about problems with the app.  I started noticing the problem a couple of days ago. The app shows a higher number of steps than my watch. 
Let’s hope they fix it soon.