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Active minutes being removed

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‎08-08-2019 13:58 - last edited on ‎09-08-2020 13:57 by Fitbit Moderator

‎08-08-2019 13:58 - last edited on ‎09-08-2020 13:57 by Fitbit Moderator

For the past two weeks my active minute are not being counted when I walk the 3 km home from work at a brisk pace of more than 5 km per hour. Up until then they were. Why has this changed?  Also when I do additional exercise to get to my active minutes goal for the day my active minutes are removed the next day when it too late to do anything about it. This evening I had 38 active minutes at 7 pm. Now I have 14.  Fitbit has taken away 22 active minutes for no reason!  Users have been reporting issues with active minutes for years. Why won’t you fix this instead of ignoring all the feedback from your customers.  It is a really poor experience. 

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‎08-09-2019 17:18

‎08-09-2019 17:18

Hello @Pomegranate welcome to the Community Forums!

 

Thanks for bringing this to my attention and for the details that were shared in your post, your feedback regarding this is really appreciated. To better assist you with this situation, can you please let me know when was the first time you experienced this Active Minutes concern and how many times since then? Also, which mobile device you're currently using? The information is removed from your account on Fitbit.com dashboard? This way, I'll be able to determine if this is affecting your Fitbit app or your account as itself. 

 

In the meantime I receive your answers, please try restarting your Fitbit device to refresh its performance.

 

Keep me posted, I'll be around. 

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‎08-11-2019 01:57

In response to RicardoFitbit

‎08-11-2019 01:57

Hi Ricardo,

I am using a Fitbit Charge 2 which I have had since 20th December 2018. This was my second Charge 2, the screen on my first one became very dark and the store I bought it from replaced it for me. I have an iPhone 6S running IOS 12.4. This Charge 2 has been fine until last week. It would record my walk home, at an average pace of 5.2 km / hr as active minutes, until about ten days ago, when it stopped recognising my walking at the same speed as active minutes at all. Worse than that, it has started to delete active minutes. During the day I have noted on the Charge 2 itself that I have, for example, 20 active minutes, then later the same day I have zero. I don’t understand this. I have restarted both the Charge 2 and the iPhone repeatedly.

Thanks for helping with this. Is it a software issue or has my Charge 2 developed a fault?

Best wishes

Pauline

Sent from my iPad
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