Fitbit Luxe not showing my Active Zone Minutes accurately

[Winefish1]

despite doing 53 mins of activity , at least 20 minutes plus, was intense excercise , None of it shows on my active zone mins......

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Winefish1. Welcome to the Community Forums. 

Thanks for letting us know about this issue. We’re aware of it and are working to identify a resolution as quickly as possible. 

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

Thanks for being a Fitbit customer! 

[Sandipa1]

Hi,

I am having this same problem. I just received my replacement Fitbit luxe because I had a new one that would not sync but this one will not track my active zone minutes. I spoke with a representative that had me to reset it but that did not help. Has this issue been resolved yet? Can you tell me what to do? It’s really frustrating to keep having issues with this Fitbit. 

[Winefish1]

Hi, since my first complaint the Luxe has been updated twice. The first time there wasn't much improvement. The second update, a few weeks ago seemed to solve the problems, on most days that is. Occasionally, like today,  I did 30 minutes intense excercise and it's  only registered 2 minutes, so very frustrating as you say. The Luxe has to be the most disappointing Fitbit I've had. I wish I could help you more.

[Sandipa1]

I am having this same problem. Was there ever any resolution?

[Sandipa1]

Thank you, I’m still having the same issue and not getting anywhere. It’s making me feel like I should’ve just kept my old Fitbit. 

[Winefish1]

Hi Unfortunately, no resolution. My  fitbit Luxe is still re-acting the same.  I also regret giving my previous HR Fitbit to my friend

[Sandipa1]

Hi,

I wanted to share something with you that may help you. I called yesterday and the representative could see that the feature to show my heart rate was turned off. He had me to turn it on and now my zone minutes work. 

[Winefish1]

Hi, I'm so pleased your problem has been resolved, thank you for letting me know. Unfortunately, my Heart Rate is switched on , apparently, I'm not working hard enough on some days for my exercises to register in the zones . Which I find unbelievable because my heart rate shows I am, and I certainly feel it. 

However, you can now enjoy your Fitbit  xxxx

[Sandipa1]

Well I hope that someone is able to resolve your issue because that’s frustrating. I got further by speaking directly to a person. I normally do the chats.

Sent from my iPhone

[Winefish1]

Thank you for your advice, I've been chatting to a technician today, and it looks like the problem has  now been solved.  xxxx