Luxe is losing steps after syncing

[Chelleigh75]

When I sync I lose steps. This has happened before usually just a couple hundred steps but today I got over 10,000 steps. When I synched I only got 7,000 and the number on my screen changed to the lower number. 

Making up a couple hundred steps isn’t a big deal but trying to make up a few thousand is maddening. 

How do I prevent this from happening?

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Chelleigh75. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Luxe. 

While reading your post, I was wondering if you sync your Luxe periodically? Did you sync your Luxe before completing your step goal?

If you didn't sync your Luxe before that accomplishment or not even the day before yesterday, please note that what happened to you is an expected behavior. You should have logged in to sync the tracker before you began wearing it.

If you remember the exact amount of steps or the name of the activity you performed, you can try manually logging the activity. For more information, see How do I add, edit, or delete Fitbit data and activities?

Hope this helps and clarifies what might have happened. 

[Flanneur]

I have the same problem. The “fix” (based on prior posts about the same issue) requires logging out and back in. This is a recurrent problem 😡

[MarreFitbit]

Hi there, @Flanneur. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue prior to posting here. I understand how you must be feeling. 

To better assist you, may I know if you're having issues with the time zone on your Fitbit device or issues logging into your Fitbit account?

[Fitti-HR]

I have Fittbit over years now, and had never these problmes, but in the last Month i often lose all my steps an collected data from my Lux when synchronising it. Steps an da data drop to 0 after an long day with tenthousnads off Stepps . that's really annoying. i put it in the garbitge now an wil look for an other traker.

[MarreFitbit]

Hi there, @Fitti-HR. Thanks for stopping by in the Fitbit Community Forums and sharing the details about the issue with your Luxe. I understand how you must be feeling. 

As mentioned above, to better assist you, may I know if you sync your Luxe periodically? Are you having syncing difficulties? 

I'd recommend following the steps provided below:

• Unpair your Luxe from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Luxe.
• If there is no connection, restart your Luxe.
• Once your Luxe is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

With the steps above, what I want you to do is to pair your Luxe first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

[Chelleigh75]

Thank you for the new response. We tried all of that and it didn’t work. So I sent the Fitbit in with a case number attached.

Michele Deans

Sent from my iPhone