Tracker and app have different step counts

[Jspottedhorse]

I have seen this topic before, but I've tried all of the options. Restarts of phone and tracker, removing and readding my tracker, updating apps, adjusting the GPS, etc. My tracker and my app have different step counts, with the app showing me having about 200 more steps. While it's not a huge amount, I also want them to be accurate. I've not seen any solution that works. About the only thing I haven't tried is a factory reset as I didn't want to lose data. Is there a reason for the discrepancy? This just started within the last few days.

[RiekoC · Accepted solution]

Hello @Jspottedhorse 

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.

[HeatherSuz]

Is this still an issue or has the problem been resolved? I’ve had a discrepancy today between the app and the watch, the active hours are not the same? 

[RiekoC]

Hello @HeatherSuz 

I'm a little confused by your post. Are you having problems with step count discrepancy between your Charge 6 and the Fitbit app? 

Would you please provide more details about "the active hours are not the same" so we have an idea of what to suggest?

[HeatherSuz]

Yes, the charge 6 stated if had 10 active hours, vibrated on my arm to confirm 10 active hours but when synced with the app it stated I only had 9 active hours.

Sent from Outlook for iOS<>

[RiekoC]

Hello @HeatherSuz 

This is an issue that I experience, as well. I'm not sure why our devices show that we've completed the hourly activity, but then the app shows otherwise. 

I've gotten into the habit of double-checking my hourly activity in the Fitbit app. Other than that, I don't know of any troubleshooting steps to resolve this annoying problem. If I learn of anything, I'll report back. 

[HeatherSuz]

Thank you, I appreciate you getting back to me 🙂

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