Luxe is not tracking my steps nor heart rate accurately

[Patchykat]

So Luxe was great for 8 months but has suddenly stopped tracking steps correctly, out by 50%. The heart rate monitor is giving way too high numbers when standing. Have tried everything including re installing as a new device. 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Patchykat. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Luxe. I understand where your concern is coming from. 

As a first approach, I'd recommend restarting your Luxe. For instructions, see How do I restart my Fitbit device? 

If your Luxe is still not tracking your steps accurately, 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?

As for the heart rate, please check What factors can affect my heart-rate reading o my Fitbit device? 

Hope that helps. 

[Patchykat]

Thanks for your reply. I have restarted the fit bit several times and have also reinstalled it as a new device. The heart rate is now more accurate but the step counter does all sorts of things! An example would be that it  will get up to over 1,000 and then will go back down to 400! At the end of the day I average about 50% of steps done. It will register correctly for a short  period and then won’t register anything for a while…and doesn’t catch up the missed steps when it does. Everything else seems to be working correctly.

[MarreFitbit]

@Patchykat I appreciate you had followed the tips and recommendations provided above.

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We hope your issue is solved soon.