My Charge 6 doubles my steps

[strawtrilby]

Hi, hoping someone can help please. I just bought a Charge 6, have fully updated it and wore it for the first time today. It seems to track steps correctly hour-by-hour but it sums incorrectly, just over doubling them. If you look at the hourly breakdown in the app and manually add them, you get 6,027 but it tells me that I have done 12,065 in total. It is a similar story for km. The sum is 4.38km but it shows 8.76km. I checked a previous topic which advd to check that the phone is not also connected and tracking/doubling, which it isn't -- URL for that one: https://community.fitbit.com/t5/Charge-6/Charge-6-started-tracking-nearly-double-steps/m-p/5638836#M...

Welcoming any tips here -- thanks!

[EstuardoFitbit]

Hi, welcome to the Fitbit Community forums, @strawtrilby.

Thank you for sharing all these details about the inconvenience you've been having with your Charge 6 and for confirming that you already tried a few troubleshooting steps.

I've been informed that you were able to get in touch with the Customer Support team for further assistance with this. In this case, they will let you know how to proceed.

[strawtrilby]

Hi Estuardo, thanks for the follow-up and for linking my post to my phone call to customer services (really thorough!). 

My understanding from CS is that when you track a walk or a run, those steps/distance do not get included in your hourly totals. So that is why the hourly totals do not sum the whole day figure. 

Is that correct? If yes... why is that? I can't understand why we would not want the tracked exercise to be part of the hourly totals.

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Any chance you could look into my follow up @EstuardoFitbit ? Thanks

[EstuardoFitbit]

Hey there @strawtrilby, hope you're doing well. 

I'm glad that you get a clear answer from our support team.

I think you need to know that the hourly totals are meant to reflect more passive activity throughout the day, while tracked exercises are considered a separate, more intentional effort. However, that doesn't necessarily mean they shouldn't be included in the overall daily total.

If you think this needs to change, I'd recommend posting your feedback and suggestions directly in our Product Feedback board. This will allow other users to vote on your idea, and it brings it directly to the attention of the product development team. 

Unfortunately, I don't have access to detailed information about your case, but you can keep replying to their emails if needed.