Losing steps every day

[Commissar007]

I will get my 10K goal, it shows on the fitbit and shows after I sync.  Later on, it will show fewer steps in both places and when I look at my step chart in the dashboard it will show 5 minute increments DURING my workout that are just MISSING. I tried letting the battery completely wear down and then recharge fully and this still happens.  

[RobertoME]

Hello @Commissar007, welcome aboard to our Community. It looks a bit strange this issue. I wonder since when this start happening? If the issue still persist on a daily basis try to restart your One, in case you haven't tried it: 

1. Plug your tracker into the charging cable, which needs to be connected to your computer. Please make sure that the gold dots on your tracker align with the gold contacts in the inside of the charger. When you hear a click, you will know your One is in the charging cable properly. 
2. Hold down the button on your tracker for 12 seconds. 
3. Remove your tracker from the charging cable. 
4. Press the button on your tracker until the screen lights up. 

Try this a couple of times, sometimes it require more attempts to make it work. If you see still is happening try to set up your tracker as a new device. The process is the same as you initially set up the tracker, only this time select you have an existing account.

If you are using an computer please do the following:

1. Click the Fitbit Connect icon located near the date and time on your computer.
2. Click Open Main Menu...
3. Click Set Up A New Fitbit Device.
4. Click Existing User and log in to your account.
5. Choose your tracker and follow the onscreen instructions to continue.

Hope it helps and keep me updated how it goes.

[Commissar007]

Thanks Roberto,

I tried this and it still seems to be changing later in the evening after I workout. 

I took screen shots this time.  The attached are from yesterday evening... 

The first pic is from 10:00pm and the 2nd from 10:01pm.

[Lisaat]

Mine just did that as well! It goes backwards. So strange.

[SolangeE]

Hey, @Lisaat, @Commissar007! It is nice to see you around. hmmm.. this is very weird. Are you logging activities maybe? This could cause some discrepancy as this steps don't count on your totals. 

If this problem keeps happening and you've tried all troubleshoot I suggest you to get in contact with our Support team as they have some internal tools that might help figure out what is going on! 

[Kpet]

This was happening to me also! I thought I was imagining things. The next morning, I was able to quickly take a screenshot of the app showing 999 steps and the tracker showing 958. Each time it synced, the app would show the correct number and then the tracker would show a lower number, which would then update the app. The one that is counting backwards is a replacement charge hr. Support suggested that I walk 100 steps and see if it counts it correctly. I don't think the issue is that it's not counting the steps - it's actually deleting them when I sync. I had not gone and done anything wild and crazy like attempted to track an activity, since that seems to cause trouble.

[aMyth]

Do you have multiple trackers linked to your profile?

I am having a similar problem but in my case, I had 2 FitBit trackers linked to the app - Alta and One. Alta was doing the job just fine, but then I bought One to be used as a secondary tracker for times I don't want to wear one on my wrist. The problem is, now I use Alta and track steps and it syncs to the app alright but then the One which is lying on my desk stationary, also syncs to the app and the app shows lower steps count. It's weird, kinda like taking the average counts instead of syncing each other properly. 

That's not all! The app then syncs that lower count to my Alta as well. Yesterday I hit my steps goal 3 times because of this. Screenshot below.

It's frustrating! I removed the One from my profile, and will return it.

[Kpet]

I had my old charge hr in the house but it was removed from my account and the Bluetooth was disabled from my phone. I tried to turn it off but it kept coming back to life. It's ironic - when I was using it, the charge only lasted a day or so and now I can't get it to die! Ha! I'm hoping that was it. The day that I got it set up, it went from almost 3k steps to zero. Needless to say, I'm losing the workweek hustle.

[SolangeE]

Hello, @Kpet, @aMyth! It is nice to see you around. Like you said if both of your trackers sync at the same time or on the same day to your account, it will give you a summery of both. To prevent this from happening you can turn off one of them, in the case of the Charge HR you have to just let it dye, like you said, the One you can just turn it off and use when you want but make sure that you just sync one of them. 

Let me know how it goes now that you have just one tracker set up to your account. 🙂

[aMyth]

Hello @SolangeE, the app works fine with just 1 tracker connected to it, though after a recent update, it seems to jump between some earlier step counts before finally displaying the right one. 

I wish the app would work better with multiple trackers. Showing the summary or average or whatever it is doing right now doesn't make any sense. If we use 1 tracker the whole day while the other was at home on the desk, and the app just shows the average of the 2, how do we meet the daily goals?!

At least if the app had the option to connect multiple trackers but have only one active at a time - like an option to turn off the others, maybe, that would make it easier than having to disconnect and reconnect the trackers all the time.

Just sharing my thoughts 

[SolangeE]

Hey, @aMyth! Thanks for sharing your thoughts with us! You can share your idea, in the feature suggestions section for our developers to check it out. 

You can also have 2 different Fitbit accounts to use both trackers at the same time. Since this feature it was design to have for example one tracker to go to the gym and another one to your work, or even a third one to go to a fancy dinner. But the thing is to avoid syncing both trackers at the same time.  I recommend you to take a look at this article for further information about this. 

I understand your point, hopefully this isn't too complicated to change, feel free to share the link once you post it and I'll vote for it! 

[aMyth]

Thanks again, @SolangeE. I have added this in the features suggestion section - first time doing it, so I hope it is self-explanatory. I understand it may never be even seen but well, here's hoping the multi-tracker feature gets better with future updates 😉

[SolangeE]

@aMyth, great! Thanks for sharing!  Hopefully this will be implemented soon, it would be very helpful!