Step count on my Charge 6 doesn't match the count on my app

[Franb1]

Since the recent update the step count on my Fitbit does not match the count on my android phone app.

Moderator edit: clarified subject.

[KennyMcC]

Why have Fitbit not added a post to the Forum to let users know the update breaks their sync between Charge 6 and App? There are now multiple posts, over the last month at least, with mentions of the new update breaking connectivity, yet the update is still being pushed out, as I received it yesterday, and now, like others, it's no longer synching data and showing the new disconnected status. Yet there's nothing to say 'we've broke it, sorry, we're working on a fix.' Surely there should be a post to pull together issues and to hopefully provide a central location for a solution - and to at least deter some others from bricking their Charge while the rest of us wait?

[racheln8]

Got my charge 6 a month ago no issues syncing at all but this week my watch steps are completely different to the steps on the app, this is so bloody frustrating. The issue only seems to start once you start recording an exercise as today all steps in sync until I did my hit class tonight and now steps are over 200 different. Anyone else having these issues and how can this be sorted out? I’ve tried deleting app, logging out, disconnecting bluetooth but nothing works until it resets the steps overnight. I have a Samsung Galaxy S24. Never had any of these issues with my charge 5.

[bbunge]

There seems to be a lag in displaying steps after sync. Try pulling down on the phone e app screen   just below Today to refresh.

[racheln8]

Tried that regularly but still the app says more steps than the watch 

[RiekoC]

Hello @racheln8 

There is an issue on the Fitbit side that results in step count discrepancy between the device & the app.

The team is aware of the issue and is working on fixing the problem. However, we haven't seen a timeline for the fix.

Just to let you know, this seems to be a rather complex issue. The bug affects multiple devices, isn't consistent, and isn't easily reproduced, which makes for challenging troubleshooting & eventual fix.

[bbunge]

FWIW I have the same issue with my Charge 6 and an iPhone 14. My wife still uses a Fitbit Zip and has the same issue on an iPhone 14. I suspect it is not an issue with the Fitbit but the Fitbit app...

[racheln8]

I have now gone back to wearing my Charge 5 and the issue does not exist all steps sync correctly between app and watch. Even more frustrating as how long do you wait for fitbit to fix the issue or do I return watch to the shop I brought it as being faulty!

[RobT1985]

Still not working. This is wild to me that this has not been fixed yet. What are my chances of getting a free replacement seeing as the product I have isn't working and there doesn't seem to be any desire whatsoever to fix it?

[JuanFitbit]

Hi everybody! Thank you for your messages and keeping us updated. 

I requested info about the progress on this and was informed that our team is looking into the root cause so that they can work on a long term solution. 

We will be updating the thread as soon as we receive further info.