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Steps lost after Fitbit app update

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‎03-29-2020 09:47 - last edited on ‎04-10-2020 12:25 by Fitbit Moderator

‎03-29-2020 09:47 - last edited on ‎04-10-2020 12:25 by Fitbit Moderator

I just carried out the Fitbit app update as my exercise today was not providing a heart rate and calorie breakdown. Once I had done this I lost around 12,000 steps from my daily total showing my morning walk as 0 steps. They have disappeared from both the app and on my watch. 

 

Moderator edit: Subject for clarity 

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‎04-10-2020 12:25

‎04-10-2020 12:25

Hello there @BecciH, welcome to the Community Forums! My apologies for the delay in responding your post.

 

I appreciate all the information and details that were shared, seems odd that after a Fitbit app update your steps from the Fitbit app and the device itself disappeared. To better assist you with this, can you please let me know when was the first time you experienced this issue and how many times since then? Which mobile device are you using? If you haven't already done so, please try the following steps and let me know if the issue persists:

 

  1. Force quit the Fitbit app.
  2. Uninstall the app from your mobile device.
  3. Make sure that the operating system version of your phone is up to date.
  4. Reboot your mobile device.
  5. Reinstall the Fitbit app.
  6. Login using your account credentials.

 

Looking forward to your reply. Don't hesitate to ask me any additional questions you may have.

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