Ionic not working correctly after update

[Mbalenz]

So with the new update, my ionic no longer tracks steps. For the last three days I have worn it 24 hours per day solid, day one it tracked me for 90 steps for the day, yesterday in the 80’s and so far today only tracked 20 steps. Now considering I walk 1 kilometre to and from my train station AND about 500metres from the train station to my office, not to mention all the walking I do when I’m at work this doesn’t seem right.

also yesterday it did an update and at the completion of the update my battery was at 89%, this morning, it’s at 20%. Not bad considering it’s says I haven’t walked anywhere. Now I have not changed the clock face, it’s the same one it came with as a replacement Ionic. I’m not running any music or other apps through it. It just seems every time there is an app update, their products crap themselves. As this is a replacement they sent me at the start of the year after my other fitbit died I have to recommend staying away from Fitbit

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

Thanks for stopping by @Mbalenz. I appreciate the troubleshooting tried and the time you took to share your experience with the Forums. Sorry for the delayed reply. 

I would like you to try restarting your Ionic and check this article about how accurate are Fitbit trackers. Also, confirm you've fully charge your watch and as you mentioned please check the tips on how to improve your Ionic's battery. 

Let me know how it goes.

[Mbalenz]

Done this all before, it’s garbage

Sent from my iPhone

[SilviaFitbit]

Thanks for getting back @Mbalenz. Sorry for the delayed reply. 

I've shared your post with our Support team, they will continue assisting you and providing you with options. 

I'll be around if you need further assistance. 

[Mbalenz]

So seems Fitbit can’t  sort out the issue, there way of dealing with it is to say the email address I’m using doesn’t correlate with the details they’ve got for my Fitbit and I’ll have to go back in and change details. Pretty impossible to do when I can’t get the Fitbit to reconnect now. Convenient for Fitbit, also amazing that you could check in on my Fitbit when it was connected with this email address but it’s what I would expect from this company. 

[Hullaballou]

Where is this mysterious support team and how do we contact them?

[Mbalenz]

You post and wait for them to contact you

[Hullaballou]

So no help line, phone number, live chat?

[MarkDee56]

What new Ionic update? I have 27.331.30, which is over 6 months old and is shown as the most recent OS for the Ionic. Do you have a newer one? I can't find info for this anywhere. Thanks.

[Mbalenz]

I got an update a couple of weeks ago for iOS

[Mbalenz]

You used to be able to chat to them on the app but that seems to have disappeared.

[LHuisingh]

I found support in the app.  I tapped on the little card-like icon in the upper right.  That takes you to your Account page.  Scroll way down and tap on "Help".  That will bring up the Help page.  Tap on "Contact Customer Support".  There you should have several methods of contacting support, including via Twitter and phone.  I literally just got done speaking to a support person 15 minutes ago.

[Ryoungisbest]

The same thing happened to me. My GPS stopped working. I called and they walked me through a reset and update. MY GPS then started working. About a week later, my Ionic stops tracking steps, no heart rate and battery starts to die within a day or 2. 

I just got off the phone with them and my watch is 3 months out of warranty. The only option they have is to give me money off a new 1. This is crazy. This is like the third time I had an issue with this watch. I had 4 Surges due to them breaking.

[MarkDee56]

What version is it?

[SilviaFitbit]

Hey @Mbalenz, @LHuisingh and @Ryoungisbest . Your feedback and comments are appreciated, we're always here to assist you and to provide you with troubleshooting that can fix your issue. 

Hey @Hullaballou. I've replied to you in another thread. 

It's great to see you around @MarkDee56. Can you provide me with more details about the version that you're asking? 

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