Device recorded information but didn't sync stats into my account

[JosieJakeman]

I ran a half marathon today. I noticed during the run that my Ionic wasn’t picking up my heart rate. I was wearing it in the same position as usual and have never had this problem before. My heart rate wasn’t logged at all during the activity. Now that I have synced I’ve found that although my total steps for the day are over 30,000 if I go onto ‘steps’ and ‘today’ it says that none of my steps were logged during the activity.

the most annoying bit is that my watch recorded the run as 12.6 miles. This was an organised event and was definitely 13.11 miles. 

My calories burned during the run haven’t been added to total calories burned for the day either.

I’ve logged out of the app, restarted my phone and logged back in. None of this made a difference... help?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @JosieJakeman welcome to the Community Forums! It's a pleasure to give you a hand with your Ionic concern.

Thanks for taking the time to troubleshooting this matter prior to posting. To better assist you with this, can you please let me know when was the first time you experienced this situation and how many times since then? Also, which mobile device you're using to sync your Fitbit? Did you experience any inconvenience with the syncing process? And the last question, are you able to see this information in the Fitbit.com dashboard but not in the app? In the meantime I receive your answers, I recommend you to try the following steps:

1. Force quit the Fitbit app
2. Uninstall the app from your mobile device
3. Make sure that your mobile device operating system is up to date
4. Reboot your mobile device
5. Reinstall the Fitbit app
6. Restart your Ionic
7. Sync your Fitbit with your account

I also recommend you to check: How does my Fitbit device calculate my daily activity? for more information about the distance discrepancies you experienced. 

Please keep me posted. 

[Jerten77]

Sorry for highjacking this, but nothing helps when it comes to syncing the Ionic. I've had my watch for over a year now, and I'm sick and tired off it all. No-one in the entre fitbit-company can't do anything to help, it's the same answer every time. I don't know how many times I've done it all, restarted everything, uninstalled and what-not, it doesn't help at all. 

I want my money back! 

And to thread-starter: good luck with your Ionic, because fitbit have had trouble with their app for over a year when it comes to the Ionic, and they are not capable to fix it. I'm sorry for your loss.

Moderator edit: Format 

[RicardoFitbit]

Hey @Jerten77 welcome aboard, thanks for your post.

I appreciate all the information that was shared in your post regarding the syncing inconvenience you're experiencing with your Fitbit Ionic, your effort and patience troubleshooting this situation prior to posting is appreciated. To better assist you with this, can you please let me know which mobile device you're currently using? If you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your mobile device that's preventing the syncing procedure to be completed. Please make sure that your mobile device is compatible with our products and services too.

You can also try the following steps:

1. Restart your Ionic.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone)
3. Turn off the Bluetooth and restart the phone. 
4. When the mobile device is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Ionic as a new device.

For any inquiry related to a refund procedure, please check our policies here. 

Keep me posted, I'll be around. 

[JosieJakeman]

This exact situation has only happened once on 3rd Aug 2019. My app has now added the calories from the run onto the daily total but it still didn’t record my heart rate at all and miscounted the distance. GPS tracking was working during the whole race as the whole route is shown but my distance is lower than others who raced. I’ve checked against others on Strava so I know I have completed the whole distance.

[RicardoFitbit]

Thanks for your reply and update @JosieJakeman.

I appreciate the details that were shared with me in your post, seems odd that this situation was experienced once. To see the missing information reflected in your account, I recommend you to check our help article: How do I add, edit, or delete Fitbit data and activities? and let me know how it goes.

I'll be around.  

[JosieJakeman]

Maybe I’m wrong but I’m pretty sure you can’t edit distance or heart rate on a recorded run so there isn’t any way that this could help me. 

[JosieJakeman]

Update: During a 5 mile run today my watch frequently lost connection again and therefore my distance and pace weren’t accurate. I want to know if this is a problem in general with Fitbit or just with my ionic. 

[KonaKai2003]

I’m a bike rider. I’m getting heart rate recorded for the day, but the heart rate data is no showing up in the Exercise card, so I cannot track my heart rate over my ride route. This bug started sometime at the end of July.  I think it’s an iOS issue. 

[Jerten77]

Hey @RicardoFitbit. I've tried everything you can think of. And my phone is a Samsung Galaxy S9 plus (Android 9), when I bought my watch last summer, l had a Samsung Galaxy S8. I upgraded my watch from a Fitbit Charge 2 till the Ionic, because I got to read messages and so on, but that doesn't work either. The watch was just as bad on the S8. Or the app, I'm not sure where the problem is.

And before you ask, yes, everything of permissions and other settings are where they suppose to be. I'm just sick and tired of this experience, because nothing helps. 

[Jerten77]

@RicardoFitbit: forgot to tell you that I tried the following steps by deleting my Ionic from the phone and adding it as a new device. Now my phone can't set it up. Thanks.

[JosieJakeman]

Is this post being ignored by moderators now? My ionic lost connection again today 9.5 miles into a 14 mile run and didn’t connect again. I think I’m just going to send it back and switch to Garmin. The last thing I want while doing a long run is to be worrying that I don’t know how far I’ve run or got left. I’m really disappointed with it. 

[KonaKai2003]

They’re not taking a very active role. The initial advice is always to reset your Fitbit or log out and back into you’re account, none of which address the issue. I spoke to a support rep on the phone and it took several minutes to get him to understand the problem, namely that HR information was being recorded, but not showing up in the workout card.  All devices seem to be affected by an obvious software glitch. And the bug seems to have started on or about July 29 (July 28 is the last time the workout card showed HR data).  There will probably be a software update in the works. 

[KonaKai2003]

Ricardo, 

Any my news on Fitbit fixing this glitch?

[YojanaFitbit]

I'm glad to see you here in the Forums, your comments are very important for us @JosieJakeman @KonaKai2003 and @Jerten77!  Sorry for the delay.

@KonaKai2003 Thanks for letting us know about this issue with your heart rate after tracking an activity with GPS. We’re aware of it, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

@JosieJakeman Thanks for sharing this information with us. Actually, you can modify distance on iOS devices and there is not option to modify heart rate information on your Fitbit device or phone. 

@Jerten77 Thanks for sharing this information about you Android phone. Have you tried the notification troubleshooting steps suggested here? You can also try the suggested steps in this thread: Text notifications.

I'll let you know as soon as we have updates about this. Thanks for your understanding.

[KonaKai2003]

@YojanaFitbit 

I realize that as a moderator, you're not in a position to correct the situation.  You're only a messenger in regards to this situation and I do not want to be disparaging to you in anyway.  So that it is clear, being unable to track heart rate over the course of a recorded workout/exercise is a major issue.  I pay a premium on Strava to see my heart rate data over the course of my recorded bike rides and if this feature is not restored by Fitbit within a reasonable time frame I would seriously consider abandoning Fitbit for another system.  (This is my 4th Fitbit device.) 

I hope you can pass it up the line that restoration of heart rate tracking over the recorded exercise/workout should be a priority.  Thanks.   

[JosieJakeman]

I totally agree with all of these comments. My main problem is with the ionic losing connection, rather than not recording heart rate but the effect is the same. It’s not something I can withstand and therefore I’m switching to Garmin. It’s a shame because I like the app and the features included but the No. 1 reason I have this device is to record runs. 

[RicardoFitbit]

Hello guys, it's a pleasure to continue providing assistance, sorry for the delay in responding your posts. Your replies are appreciated @KonaKai2003 @JosieJakeman.

Thanks for taking the time to share your thoughts and experience with this situation, sorry for the inconvenience experienced, totally understand how frustrating this situation can be. Rest assured, we are working to resolve this situation as soon as possible. Keep in mind that when I receive an update about this specific situation, I'll make sure to post it here to keep you both updated. Thanks for the feedback that was shared with us.

Don't hesitate to contact me back if you have any additional questions.