Data & Graph inquiry

[Chief_80]

Hi All,

So I have discovered a issue with my Ionic, I have tried FitBit directly but they do not want to help or even acknowledge my issue. 

So I thought I’d put it out to other Ionic users to see if its happening to anyone else.

The issue is if you put your Iconic in your pocket ( off wrist) and walk around it will count the steps, then open your app and the dashboard looks like the correct number, then select steps and you get today’s graph and all the counts below from today and previous days total still matches dashboard. If you then expand the graph it will not have any steps logged from the period it was off your wrist and the total in the top left corner will vary from your total on previous screen and dashboard. 

This is also shows up in other data, I have included some screen shots to help illustrate the issue.

If anyone has a anything similar or a solution would be great.

thanks

Josh

Moderator edit: Updated subject for clarity 

[MaginB]

Welcome to the Forums @Chief_80! 

Thanks for taking the time to sharing your feedback and your screenshots. Fitbit is always improving their products and services and the Community is the best place to make your voice heard. 

I'd like to mention that with wrist-based devices, if you move your body a lot and not your arms (or vice versa), you may see a slight difference in step count than you would see if wearing a clip-based device on your torso. And also remember that during that period of time your HR is also being interrupted. I understand you concern about why the information changes when you expand the graphic. Great way to report it!

When you mentioned "it will not have any steps logged from the period", does it mean that the number of steps you have in the Dashboard decreases? If so, how many steps you lost during that period of time?

Now, is there a specific reason why you were your Fitbit inside your pocket? I'd like to know since it was basically designed to be worn on your wrist but maybe we can give you some tips on how to track your steps for that period of time, like maybe manually entering your information. This is just an idea!

Please let me know if you have more information about it!

[Chief_80]

Hi,

So I remove my Fitbit when I’m using the lawn trimmer or the ride on mower or other situations that I don’t want to damage it and also with the hand motions of the trimmer and bumps of the mower it greatly over calls my step count by 3or 4 times what I have done.

The issue is only with the graphs, so my dashboard count is correct and even when I go into the list of steps by day the number is correct... but the graph doesn’t show my steps during the period it was in my pocket then when I expand the graph the total steps doesn’t match i.e the count will say 6544 but the graph only counts 5267 steps.

This issue happens any time I have to put my Fitbit in my pocket and it seems to impact other graphs as the same variance is happening. I have logged onto online dashboard and the issue is the same.

My wife has a Charge HR and has to remove it for work and this doesn’t happen to her data.

I am a little annoyed about this problem as I reported it directly to FitBit and they were unwilling to see that there was a problem and didn’t want to resolve it, I’m sorry to say that FitBit really disappointed me and gave me one of my worst customer experiences I have ever had. It really disappointed me especially after buying the top model that it seems a lower or older model is more accurate in its interpretation of the data.

So I feel that it will be unlikely that any resolution will be discovered here.

Thanks
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