lost steps and data not cleared sync and try again

[burkeclare26]

Yesterday after syncing i lost 7,000 steps. When i was on a live chat the lady told me to do a factory reset, now my watch is say data not cleared sync nad try again? iv tried to rest it again a couple times but the same meesage keeps coming up. i have tried to enter into a live chat again a few time but it is not allowing me to do so. I have also tried to ring them but it is saying the number is not in operation. Can anyone help?

[Anthony_Chase]

Help!! 
I am using an iPhone 6 and for the last year it has not been able to work it just has a big red X in the middle… I’ve tried setting up a new user name and a new email address but no matter what I do it continues to download from the cloud has the same account as before

[miraclee23]

I lost steps after i charged my ionic. And then later, while i was syncing, lost step counts again. I just got this replacement ionic like 2 wks ago! Sad... dun know whats wrong.

[SilviaFitbit]

@burkeclare26 @miraclee23 A warm welcome to the Community. Thanks for taking the time to get in touch about this. 

I appreciate the troubleshooting tried prior to posting. If you're receiving the data not cleared sync and try again, please try this procedure: 

- Remove your watch from Bluetooth 
- Turn off other Bluetooth connections
- Restart your phone 
- Set up your Ionic as a new device 

@miraclee23 Hey there. Thanks for sharing what you're experiencing. 

Regarding the issue you're experiencing with losing step count, we’re currently working to resolve it and hope to have a fix soon. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

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

[nitenurse]

I lost 4000 steps after syncing. I love how moderators and Fitbit support respond with "we’re currently working to resolve it and hope to have a fix soon. " They have been giving the same answer for years with no resolution to the syncing/losing steps issue

[miraclee23]

I lost 10,000 steps today after syncing! Sad...

[SilviaFitbit]

@nitenurse @miraclee23 Thanks for getting back. I see where you're coming from. 

Whenever there's an issue that Fitbit is aware of, we acknowledge it on the forums, this to keep you updated and provide you with the latest news. 

As mentioned above, our team is actively working on a resolution and we hope to have a fix soon, we know how important your data tracked is for you, be sure that your comments haven't been unnoticed. 

Let me know if there's anything else I can help you with.