Fitbit One not counting steps

[Kawheat]

My One all of a suddenly stopped counting steps. Calories are the only thing that continue to update.

Any ideas on how to fix? Thx.

[SteveH]

Is it the step count on the One itself that is not updating or just the count in your app? (just trying to understand if the problem is with the tracker or with syncing)

If the One count is not moving then I would first of all try restarting it using this procedure:

https://help.fitbit.com/articles/en_US/Help_article/1186/

Give it a few tries as it doesn't always work.

[SageCat]

I had to do the restart via computer to a) get it to turn on and b) start counting steps. It is frustrating when I have to do that, especially since FitBit no longer makes the One. This is my 3rd FitBit over the last 12 years (one died, one got lost, on the current One.)

[SantiR]

@SageCat Welcome to the Fitbit forums! Thanks for taking the time to post the experience you have had with your One. Thanks for sharing the workaround that helped you out with this. I'm sure it will be very helpful for other users too.

I will leave the restart steps here so other users can try them out of they happen to experience any similar situation.

Thanks for being such a long time Fitbit user. 

Keep me posted! 

[Tfass09]

I have this same problem, except it is the app. that disappeared?

[SantiR]

@Tfass09 Welcome to the Fitbit forums! Thanks for reporting the situation you are experience with the app that disappeared.

You mean you don't see it on your phone or Windows 10 computer anymore? Please try downloading it again. Go the your app store and search for "Fitbit". You should be able to get it back with no problem.

Keep me posted! 

[Tfass09]

I fixed the steps finally . Now my phone refuses to find my Fitbit one ?

Sent from my iPhone

[SantiR]

@Tfass09 Thanks for your reply! I'm very glad to read that the steps are now fixed. Thanks for reporting that the app is not finding your One.

In this case, you can follow these set up troubleshooting steps in order to sort this out. This should certainly help you out to get the app to find and set up your One properly.

Hope this helps. Keep me posted! 

[Tfass09]

I have done all of these things 4 times.  Chatted with a rep twice at Fitbit to do them all again.  Still nothing.  This just happened out of nowhere.  There is nothing wrong with it.  It is fully charged and functional.  Okay, besides my phone isn’t finding it .

[SageCat]

Apologies for the delay in answering. I managed to restart my FitBit after plugging in into my computer; once it restarted, it finally connected with my app on my iPhone. Thanks for the instructions.

[SantiR]

@SageCat Thanks for your reply! I'm really glad to read that you are back on track now and that it connected with the app. Thanks for sharing the steps that helped you out with this. I'm sure this will be helpful for other users too.

@Tfass09 Thanks for your reply too! Thanks for contacting customer support regarding this and for trying the steps provided. It's unfortunate to read it is still not working properly.

I went ahead and contacted you via PM. Please keep an eye on your Community inbox.

Keep me posted! 

[Tfass09]

It never connected with the app.

Sent from my iPhone

[SantiR]

@Tfass09 Thanks for your reply and for sharing those details. It's unfortunate to read it never connected.

You have a case with customer support which is about this situation. Please be sure to let them know that it never connected. This way they can help you out further and provide a solution to get you back on track.

Keep me posted! 

[Tfass09]

No, not it is the Fitbit App on my phone that

isn’t counting steps.

I’ve deleted the app and reinstalled it, same issue .

can anyone please help?

Thank You