help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Steps from previous days are being erased

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎01-09-2020 07:18 - last edited on ‎08-20-2020 17:15 by Fitbit Moderator

‎01-09-2020 07:18 - last edited on ‎08-20-2020 17:15 by Fitbit Moderator

Sunday 5 Jan 2020 -  23,903 steps. Monday 15000 steps, Tuesday 18,000 steps but reset Monday to zero, Wednesday 15000 steps but reset Tuesday to zero and Monday still on zero. Sunday still on 23903 - last time it synced according to app logs before today - which is not true

 

Thursday have pressed the restart on the charging cable. Having done 5000 steps, it has now reset that to zero. Hopefully it has solved the issue, but I have lost my data I assume - annoying as I am in the middle of a competition which needs steps counted.

 

Two questions - 1. can someone there put my steps back in or can I do it manually by any chance

2. This appears to be a known issue - has it been diagnosed. What is happening? It was pretty reliable for 9 months, then the last 6 have been rubbish (syncing to a Huawei p20 is now sporadic and pretty rubbish).

 

Is this a dodgy Fitbit?

 

Moderator edit: Subject for clarity 

Best Answer
Labels:
0 Votes
2 REPLIES 2

‎01-10-2020 10:56

‎01-10-2020 10:56

Hello @neilaeleven, welcome to the Community Forums!

 

Thanks for bringing this to my attention and the details that were shared in your post, I totally understand how frustrating this matter can be for you. To better assist you with this, can you please let me know when was the first time you experienced such situation and how many times since then? Only steps are being erased or other stats were affected too? If you haven't already done so, please try the following steps and let me know if the issue persists:

 

  1. Force quit the Fitbit app.
  2. Uninstall the app from your mobile device.
  3. Make sure that the Android version is up to date.
  4. Reboot your mobile device.
  5. Reinstall the Fitbit app.
  6. Login using your account credentials.

 

Also, to manually log the information that was unfortunately lost, please check our help article: How do I add, edit, or delete Fitbit data and activities?

 

Keep me posted.

Best Answer

‎01-08-2022 23:47 - last edited on ‎01-10-2022 11:46 by Fitbit Moderator

‎01-08-2022 23:47 - last edited on ‎01-10-2022 11:46 by Fitbit Moderator

Every time I sync my watch to the app it resets the step count back to 128. 
move worn it all morning and clocked up over 8000 steps and then synced it to the app and it dropped back down to 128?!

 

I have deleted app and reinstalled. Disconnected watch and reconnected. Any ideas as to why this could be happening? 

 

Moderator Edit: Clarified subject

Best Answer
0 Votes