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Luxe won't count my steps

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‎02-11-2022 10:30 - last edited on ‎02-12-2022 09:11 by Fitbit Moderator

‎02-11-2022 10:30 - last edited on ‎02-12-2022 09:11 by Fitbit Moderator

I just switched from the Inspire 2 to the Luxe a few months ago because I preferred the slightly lower profile on my wrist. I've noticed recently that sometimes it randomly stops counting my steps and then will start again. Today now it has stopped at 8,497 and is not moving. I've jumped, moved my arm around, walked normally, nothing works. I've restarted my Luxe 3 times and it is still not tracking. I'm at a loss and feeling really disappointment about my switch at the moment. 

 

Does anyone have a fix or what to do about this keep happening?

 

Moderator Edit: Clarified subject

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‎02-12-2022 09:19 - edited ‎10-30-2023 04:27

‎02-12-2022 09:19 - edited ‎10-30-2023 04:27

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

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. 

Maria | Community Moderator, Fitbit


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‎02-12-2022 23:47

‎02-12-2022 23:47

I’ve contacted customer support. Mine has reset to 52 steps over 100 times today. It’s bizarre as it’s on the Fitbit itself and the app. Fortunately I’m in a custom challenge and strangely enough it’s keeping accurate count! So I’m at 11,000 plus while my Luxe has once again reset to 52! CS had me restart it and asked me to contact them in 24 hours if it didn’t stop. So far it’s still being weird. 

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