Not counting floors

[MrsSlo]

My ionic does not count any floors. How can I make this work? 

[SunsetRunner]

I had this issue with my Charge 2 and was told to make sure it wasn’t covered with sleeves from a jumper/jacket 

[THEMOMMA]

My floors are not being counted. Its been two days.  All other functions are working as expected.  I've synced, and did a reset...no change.  If anyone else is having this problem, please vote and reply with your experience.  Any suggestions from Fitbit would be great.  Thanks!

[iamPooh]

Hi all,

Same here! Mine doesn't count floor either. I was climbing 2 floors and nothing counted. 

What I did was turn ionic off then turn it on again then try another floor. It counted. 

However, it should count without turning on and off though.

[THEMOMMA]

Thanks, I'll try that.

[m.stevens1980]

Thank you. Trying now

[DramaQueenDiva]

Try a soft reset by holding down the left and bottom right buttons for 10 seconds.  Once you feel a slight vibration and the Fitbit logo appears, the reset was successful.  Then go up a flight of stairs.  That usually does the trick for me.

[m.stevens1980]

Thank you I'll try that too. I turned it off and on and that didn't work.
So now I'll try the soft reset. Thank you 😁

It didn't vibrate but the logo appeared, didn't work though. Guess I'm calling them

Moderator edit: updated post.

[AndreaFitbit]

Welcome to the Fitbit Forums @m.stevens1980!  I'll be glad to assist you with your Ionic not registering floors inquiry. Thank you for trying the advised troubleshoot steps that our friends shared with us. 

Great advise, @DramaQueenDiva! It works most of the times. 

I went ahead and created a case on your behalf and a Customer Support representative will contact you soon. Please check your email.

Let me know how it goes and thank you for visiting the forums. 

[Tyung]

I have done a hard reset two days in a row. Still not tracking flights of stairs. 

[AndreaFitbit]

It's nice to see new faces around @Tyung. I'll be glad to assist you with your tracking flights of stairs issue. 

I went ahead and updated your current case with our Support team and they will contact you soon. Please check your email.

Thank you for visiting the forums! 

[Tyung]

It has already been resolved. Thank you. A New Ionic is on its way to me.

Sent from my iPhone

[AndreaFitbit]

Thanks for getting back to us and for letting me know that your issue has been resolved @Tyung! I'm so glad to hear that a new Ionic is on its way to you.

Keep on visiting the forums. 

[clh357]

My Ionic is not counting my floors either. I have reset it twice and nothing has happened. 

[AndreaFitbit]

Welcome to the Fitbit Community @clh357. I'll be glad to assist you with your floors count inquiry. Thank you for letting us know that you already reset your device twice.

I went ahead and created a case on your behalf and a Customer Support representative will contact you soon. Please check your email.

Thank you for visiting the forums. 

[JohnnyD1968]

So had my ionic on Xmas day as a present and apparently in a day and a half I’ve only done 3 floors ?? This is well out as I have a 3 floor house and cooked for 11 people ? Hopefully fit bit will sort this out 

[AndreaFitbit]

It's nice to see you here @JohnnyD1968. I'll be glad to assist you with your Ionic's floor count inquiry. 

Your device uses both an accelerometer and altimeter to track floors, and registers a floor when detecting continuous motion combined with an elevation gain of about 10 feet. Because the device looks for continuous motion, pausing when you go up a flight of stairs can cause the device to not count the floor.

Your device may count less floors than you think it should for a variety of reasons. Not all flights are the same height or distance, so if the flight you climbed is less than 10 feet you may find that the device's floor count doesn't exactly match how many floors you climbed.

Exposure to excess moisture can also cause result in fewer floors. We recommend that you wear your device worn loosely during exercise. Is the issue still going on?

I would try our friend @DramaQueenDiva's advise.

Let me know if you need further assistance.

[JohnnyD1968]

Hi thanks for getting back to me, unfortunately still not resolved, I have done around 15 flights of stairs today and only counted 8, I never stop up the stairs and it’s a standard flight of stairs in the Uk, the charge 2 was spot on so the more expensive ionic should also be spot on ? I’ll give it another week before I take it back. 

[AndreaFitbit]

I apologize for the delayed response and I´m sorry to hear that your Ionic is still miscounting floors @JohnnyD1968. Let me help you out.

To improve floor count with your watch I recommend restarting it with the following steps:

1. Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
2. Let go of the buttons.
3. If Fitbit Ionic doesn't work normally, use the instructions in How do I turn off my Fitbit device? to turn your watch off and on again.

Let me know how it goes.

[JohnnyD1968]

Hi
I did see this on the forum and done it straight away but not 100% fixed, it’s counting around 60-70% so I suppose this will have to do ?

Moderator edit: personal info removed