Luxe is deleting my steps

[RehanaB]

Luxe is deleting my steps. I went for a walk today, and checked my step count before getting going - my watch showed over 5,000 steps before my walk. Finished my walk and checked my watch again, and my step count had gone down to ~2,000. I then checked my step count for the day before, as I reached over 10,000 steps and my count has gone down to a measly 384. My watch is syncing regularly with my phone, I’ve restarted twice, and installed the update.

I checked other posts on this topic, and the primary culprit seems to be having more than one tracking device paired, which is not the case for me. I’ve only had my Luxe for a few days but not much a step tracker if it keeps deleting my steps.

Moderator Edit: Clarified subject

[Mama_Fran]

Also, it doesn't seem to count all the steps. When I go on a really long walk, it's only counting bits and pieces. Even if I request the map later on, it doesn't show the entire route I've walked.

[MarreFitbit · Accepted solution]

Hi there, @RehanaB. Welcome to the Community Forums. Thanks for trying to troubleshoot your Luxe before reaching out. I understand where your concern is coming from. 

As per the description of your post, it seems like your Luxe hasn't been paired properly. To see when was the last time your watch synced or check if it's still paired to your Fitbit account, tap the Today tab > your profile picture > your device image. 

If your watch is unpaired, please set it up again by following the steps at How do I set up my Fitbit device?. 

Once you've checked and done the above, please keep and eye on your Luxe behavior and let me know if the issue persists. 

@Mama_Fran Thanks for stopping by in the Community Forums. 

If you feel that your step count and distance are inaccurate, confirm the following are correct in the Fitbit app:

• Your wrist settings (For more information, see Does the wrist I wear my device on affect accuracy? )
• Your height (For more information, see How do I manage my Fitbit profile?)

Since we use height to estimate your walking and running stride lengths, you may want to measure and manually adjust these values if your legs are longer or shorter than average. For more information, see How does my Fitbit device calculate my daily activity?

Sometimes, when you start walking, your steps may not update on your device right away. After about 10-15 continuous steps, you'll notice the steps catch up and start updating in real time with each step you take. For more information, see: How accurate are Fitbit devices?