Ionic step count goes backwards!

[orracle]

This has happened from time to time but today by step count reverted backwards to an earlier count three times! I had to go on the web site and manually add steps back in. Anyone else have this happen?

[EdsonFitbit]

It's great to see you in the Fitbit Community @orracle. Sorry for the delayed response.

I regret to hear that your step count reverted backwards to an earlier count. Thank you for manually adding your steps back before contacting us. If you have connected a third party app to your Fitbit account, or manually logged an activity from your Fitbit account, please make sure they don't match the time your steps were recorded by your Fitbit Ionic because your data might be overridden. 

Once the extra activity is deleted, the missing steps will come back. 

If you have any question, please don't hesitate to contact us back.

[cattlespeed]

Hi, I am currently experiencing the same problem. When I open up the app and refresh.  Instead of the app pulling the step count from the ionic tracker, it's almost like it pushes its count back and updates the tracker.  Sometimes when the tracker and app show the same count. After another refresh they both jump back to an arbitrary number.

[DM58]

Same problem for me 3 days in a row. Fitbit needs to STOP blaming anything and anyone else

This IS a Fitbit issue and very annoying to see steps rolled back and thats when we notice, I'm sure we've missed times it's done that as well.

[cattlespeed]

I've also only noticed it in the last 3 days. I updated the firmware
approx 2 weeks ago so I dont know if that might be the issue. I am on
firmware version 27.70.8.0

[DrJWo]

Still having this problem for 3 days. I've used my Ionic every day since I got it, and I have never had this problem. I've restarted it and it does not help. 

Does anyone know if this is happening with other models, or is it just an Ionic issue? 

[Bubb_Rubb]

I am having the same problem. I lost over 2,000 steps yesterday because it reverted back to arbitrary values after syncing with the app on my phone. I had reached my goal every day in June but now the app says I did not reach it for the last 4 days!  I know I had passed it but now the steps are gone.

[Roper12]

Same problem as everyone else...Fitbit again does a terrible job supporting their products...

[marks11]

I also have had this issue for the past 4 days.  Yesterday it suddenly dropped from 16.6k to 12.1.  Other days have lost anywhere form 2.5 to 3000 steps.  And it can occur in small amounts (500 at a time) multiple times in a day.  Seems a number of us have this occurring.  But not hearing any solutions from Fitbit.  Is it time to get a new product?

[Roper12]

I am looking at Garmin and Samsung products...Fitbit is no longer a quality product and service oriented. I guess that is what happens when Google buys you.

[DrJWo]

I really want to support Fitbit as I was an early adopter of the trackers (started with the One). They have come a long way.  I feel they are better for fitness with some smart watch capabilities vs. the Apple Watch which is more of a smartwatch with additional health and fitness content. 

Right now my treadmill counts 2500 additional steps while the app is giving me 300. Every time it syncs it takes me backwards. IF I can keep the screen up and it doesn't go to sleep with need to then re-sync, it seems it will keep counting. Now if I can just stay on another 20 min maybe I can hit my 10,000.  

I GIVE UP!  Got to up to 9,200 after multiple attempts and then went back down to 7600! 

[Paul201065]

mine has been doing the same steps suddenly disappearing since last update not sure if its the firmware update or the recent phone app update causing the issue 

[Antz27]

I have had the same steps went from just over 12k to 3k and the previous day I did a run which recorded on my strava but my watch picked up zero steps

[Mike1X]

Happens to me too for a few days now. 

Today's run has the following impact: 

 impact

• 111% impact
• +7,196 of 5,840 steps taken

Total steps < activity!

Does not make sense. 

@Fitbit: Please solve this!

[SeahSE]

It also happens to me the last few days, gies backward, causing me unable to reach my goal

[DrJWo]

Update: Today's step counts have rightfully synced!  No corrections for Tuesday and Wednesday, but I will take it. 

[SilviaFitbit]

Hey everyone!

Thank you for the troubleshooting tried prior to posting and the detailed information shared. This issue should be resolved by now. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

Your patience while this was resolved is truly appreciated. I'll be around if you have any additional questions.

[Gadgetguy63]

I thought I was alone with this issue. I have an Ionic. In the last 3 days I've lost somewhere around 15,000 steps EACH day. This is my third ionic and I have learned from experience that fitbit customer support is awful. MY problem started with a fitbit firmware update that I agreed to after ignoring it for a few days. The lost steps started right after agreeing to the firmware update. I don't know HOW to solve it because it's an issue with fitbit and the latest horrible firmware update. My ionic was working fine before then.  

[Roper12]

Totally feel your pain. I have been a loyal Fitbit user for nearly 8 years...but no more...looking at Garmin and Samsung fitness trackers to replace my Ionic.

[SilviaFitbit]

@Gadgetguy63 @Roper12 Thank you for participating on the forums. It's good to hear that you being a Fitbit customer for a while now. 

We truly apologize for the inconvenience you experienced with your lost data. As a workaround, you could manually log your activities in your account, this way your steps tracked will be reflected on your Dashboard. 

Once again, your understanding is appreciated.