My Fitbit One is losing steps

[mariposa328]

I have noticed the past 2 Saturday's that my Fitbit One has taken steps away from my total.  For example, on Saturday I did a 10k run and when I got home looked at the One and it said I had 15,435 steps.  I was able to sync up to my phone app and even took a screen shot of my phone app with this same total.  About an hour or so later I look at my One and it says I had 14,000ish steps, so it took steps away for some reason.  Then my phone syncs up to the new total that my One says.  I also noticed this happened in the prior week on a Saturday when I had also done a long distance.  The first time it happened I reset my One per the instructions on the Fitbit website, but I still seem to be having this issue.  I mostly notice it on the days I do a longer distance because I am paying more attention at that time, but this could be happening more often than that.  Anyone else have this issue?  Is it just time for a new Fitbit device for me? 

[SantiR]

@mariposa328 Welcome to the Fitbit forums! Thanks for taking the time to share the situation you are experiencing with your One losing steps all of a sudden. Thanks for sharing the details and trying those steps in order to sort this out.

In this case, you could try setting your tracker as a replacement device. This should reset its inner components and should help you out sorting this out.

Try that out and let me know how it goes! 

[mariposa328]

I tried setting my tracker as a replacement advice per the instructions.  Unfortunately I am still experiencing a loss of steps.  

[SantiR]

@mariposa328 Thanks for your reply and for trying those steps in order to sort this out. It's unfortunate to read this didn't work for you.

I went ahead and created a case with customer support in your behalf for you to get further assistance with this. Please keep an eye on your email inbox for next steps.

Hope this helps. Keep me posted!