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.

[Melbo73]

Yep mine is the same. Also if I try to sync it goes so far then stays on the spinny circle. 

[Franb1]

Yes mine goes on the spinny cycle too. I have to reboot the phone (or I suppose reinstalling the app might work but takes longer).

[RiekoC]

Hello @Franb1 & @Melbo73 

There's a known issue on the Fitbit side that affect step tracking. The team is aware of the issue and is working on fixing the problem. However, I haven't seen a timeline for the fix.

I'm going to submit your posts to be added to the bug report.

For now, there's no troubleshooting steps that we can recommend since the issue is on the Fitbit side.

[amq1216]

Same, I updated yesterday and now my fitbit data and app data don't match anymore.  Happened last updated also.

[JuanFitbit]

Hi everybody! Thank you for your messages. 
As our friend RiekoC mentioned, our team was made aware of this and they are looking into the issue. They'll work on a solution afterwards. 

Hopefully this gets solved soon. 

I'll be updating the thread as we receive further info. 

[SonShine77]

Is there any update on this issue yet?  I have done everything that I could to fix it, but the app and my FitBit charge 6 is still off on the step total.  Thank you! 

[JuanFitbit]

@SonShine77 , Thank you for your message. Our team is investigating the root cause of this and will work on a long term solution for it afterwards. 
Hopefully this gets solved soon. 

[BAJinMontana]

I have the same or a similar issue, but I haven't seen anyone mention mine specifically. When the Fitbit gets to within a few steps of my daily goal, it seems to stop counting except the steps are recorded in the app. My step goal is 6,000 steps. Right now the Fitbit says 5,997 steps. The app says 6,185 steps. I just walked a few steps, and the Fitbit has gone over the 6000 mark to 6,017 steps. I did a manual sync, and the 20 steps I walked were added to the app total resulting in 6,205 steps in the app.

[RobT1985]

Noticed this problem about 2 weeks ago and it's starting to get very frustrating. Do we have a timeline of when this will be fixed? It seems like every day now it's out by 3 or 5 hundred steps for me, probably more. I feel like this is a very basic thing for a tracker to not get wrong. What's the point if you can't trust the information?

[JuanFitbit]

@BAJinMontana @RobT1985 Thank you for your messages and reports.

@RobT1985 , just to confirm. The issue you are describing is more like the most common describtion on the thread or more like the one described by BAJinMontana .

@BAJinMontana , Thank you for describing the symptom. 
Just to verify if this can be attached to this issue or if something else might be affecting your step count, please on your phone open the Fitbit app. 
Tap on your devices icon (upper left corner)
Make sure that the smartphone option is not listed as a device. ( This feature, SmartTrack, uses your phone's movement and sensors to track steps, in case you didn't take the Fitbit with you. )

If it is, tap on it and remove it from the devices. 
Let us know if this solved the issue for your or if the issue continues afterwards. 

[RobT1985]

It is like the most common description. Doesn't seem to matter when it starts adding the steps on in the app. When I open the app it will show a few hundred extra steps but the counter wont move on the app until the watch has caught up as it were. However, when you go to resync, it'll jump ahead by a few hundred steps again and do the same process 

[JuanFitbit]

@RobT1985 Thank you for your reply and confirmation. I'll add your info to the report, so that our team knows about this. 
I'll be updating the thread as soon as we receive further info. 

Hopefully this gets solved soon.