Ionic not counting floors

[Maxhol]

Just received a replacement Lonic after the first one stopped syncing, the replacement doesn't record the floors climbed

Anybody know the answer please

Moderator Edit: Clarified subject

[SilviaFitbit]

@Maxhol A warm welcome to the Fitbit Community. Thanks for getting in touch about this. 

I would like you to restart your Ionic and check if it starts tracking your floors. 

Keep in mind that Fitbit devices that count floors have an altimeter sensor that detects when you go up in elevation. Your device registers 1 floor when you climb about 10 feet or 3 meters. Your device uses changes in barometric pressure combined with the steps you take to calculate floors climbed. Fitbit devices don’t count floors on stationary exercise equipment, such as a StairMaster or treadmill, or when you go down a flight of steps.

I'll be around if you have any additional questions. 

[Maxhol]

Thanks Silvia..re start seems to have fixed it xx

[Maxhol]

Hi

Fixed counting floors once then went back to ignoring them...re booted a couple more times still not counting.

I'm not bothered about counting stairs but I am beginning to think there are some issues with the soft wear, must say if it was reliable it is all I need 'shame' 

[SilviaFitbit]

@Maxhol Thank you for getting back. I see where your disappointment is coming from. 

In this case, I've shared your post with our Support team and someone will reply to you as soon as possible. Keep in mind that due to recent events affecting our operations we may take a bit longer to get back to you. 

I'll be around if you have any additional questions. 

[Maxhol]

Hi Silvia

Support got back to me via e mail and asked me to do a factory reset, no problem as I've now done this before during all my issues. Went to settings done factory reset also switched off blue tooth on the phone, waited a couple of minutes then tried to switch it back on..... it would not come back to life it was 'dead' and still remains so.

I phoned the support team and I am yet again waiting for a replacement to arrive.

Can't fault customer service/support but the product is very frustrating all I would wish for is it ''does what it says on the tin''

Max

[SilviaFitbit]

@Maxhol Thank you for letting me know the troubleshooting provided by our Support team. 

I totally understand your frustration with this. Please continue the communication through email, they'll be happy to assist and provide you with additional options. 

I'll be around if you have any additional questions.