My Luxe is under counting my steps

[Muddypaws]

Unlike the more common over counting, my Luxe is seriously under counting my steps by about 25%. I have reset, restarted, played with the stride length and made sure all my personal setting are correct. It appears to be related to sensitivity since the only time it counted correctly was when I tested with my arms swings exaggerated. Then it counted dead on. If I was moving normally or even slightly more arm movement than normal I am back to under by 25%. I then changed my sleep to sensitive and it did get a little better and is only under by around 15%. I expect my Fitbit to be off a bit, but the consistent undercounting seems excessive. Is there any way to tweak the sensitivity so that it counts correctly?

Moderator edit: updated subject for clarity

[EdsonFitbit]

Thank you for visiting the Fitbit Community, @Muddypaws.

I'm sorry to hear about the difficulties you experienced with your Fitbit Luxe. Thank you for trying to get them resolved before contacting us.

If you're doing something like pushing a stroller or shopping cart, your Tracker will count your steps but the total may be slightly lower than usual. In addition, if you walk on a treadmill, we recommend walking normally without holding the bars.

Whether the above is not your case and you have followed our recommendations in this article in the menu "What can I do if my step count seems inaccurate?" without luck, the best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

Please let us know if you have any questions.

[mcgaposchkin]

I just did a test on the treadmill, regular walking at a 2.6 pace, arms by my side, and the luxe undercounted consistently 10/14 (that is, it logged 10 steps for between 13 or 14 actual steps). I did repeated step counts of several hundred steps each to test. This is not good, a 40% gap.

Just to say, My Charge 3 died and I bought a Charge 5, the battery life for which is unusable, so I bought a luxe, and find this problem.  And the loss of the altimeter in both is baffling! Your products are supposed to get better, not worse as you bring out new models!

[Bostongirl10]

FitBit could care less. They asked me the same 50 questions repeatedly but no help in fixing the issue.

Sent from my iPhone

[EdsonFitbit]

Thanks for visiting the Fitbit Community, @mcgaposchkin @Bostongirl10.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

In addition to the instructions shared above, you can perform a restart to your Fitbit Luxe by following these steps.

If you continue having the same problem, please get in touch with Customer Support via chat or by phone. Please click here to get connected.

Have a nice day.