Fitbit one

[Honey11]

My Fitbit one has suddenly stopped counting steps and activity. I have restarted it 3 times and the battery is charged. It is only 2 months old. 

I have been for a long walk today and y iPhone says over 6000 steps but Fitbit says 2900 ?? With no activity 

[WendyB]

I would Contact Support. Please let them know you have already restarted it several times
http://help.fitbit.com/?cu=1

[MariamV]

@WendyB thanks for your suggestion! Our Support Team definitely have the proper tools to take a deeper look into any tracker's behavior. @Honey11 It's nice having new faces around. Please note that if you're comparing your iPhone's step count with your One's step count the results will vary as they're two different technologies and they have different algorithms. Your iPhone uses your GPS and other type of technology; on the other hand your tracker uses a 3-axis accelerometer to understand your motions. An accelerometer is a device that turns movement (acceleration) into digital measurements (data) when attached to the body. By analyzing acceleration data, our trackers provide detailed information about frequency, duration, intensity, and patterns of movement to determine your steps taken, distance traveled, calories burned, and sleep quality. The 3-axis implementation allows the accelerometer to measure your motion in any way that you move, making its activity measurements more precise than older, single-axis pedometers.

Your Fitbit One has a finely tuned algorithm for step counting. The algorithm is designed to look for motion patterns that are most indicative of people walking. The algorithm determines whether a motion's size is large enough by setting a threshold. If the motion and its subsequent acceleration measurement meet the threshold, the motion will be counted as a step. If the threshold is not met, the motion won’t be counted as a step. It's possible for the algorithm to undercount (not meet the required acceleration threshold). Examples here include walking on a very soft surface such as a plush carpet.

I'd give a try to the restart once or twice again:

1. Plug your charging cable into your computer.
2. Plug your Fitbit One tracker into the charging cable, making sure that the gold contacts on your tracker align with the gold contacts in the inside of the charger.
3. Hold down your tracker's button for 10-12 seconds.
4. Remove your tracker from the charging cable and press its button until the screen turns on.

If that doesn't do it, then it might be time to contact our Support Team. Good luck and keep me posted!  

[Honey11]

Thank you for the information . I am not sure I totally understand what you say.
I walked with my dog for 1 and 1/2 hours but did not count steps or register activity.
I am at a lose as why however since this my Fitbit seems to have sorted its self out. I lost that data as it did not register it .
I am still unsure what I do if it happens again??

Sent from my iPhone

[Mimi822]

My Fitbit One is the second one I've had since Christmas.  I've had the same issue with both of them.  They all of a sudden show the wrong time, the screen looks dim, and it stops counting steps.  This is frustrating and difficult to monitor since I clip it to my waistband-which I cannot check whenever I want (I work in a school).  SOmetimes I notice the discrepency when I sync my phone and it shows almost no steps (even though I run around most of the day).  My husband has been on the phone with support for the past two hours.  They finally said they'd send (another) replacement, but I don't want another one f these.  I liked the Zip that I had for the past two years.  Always counted my steps correctly!