Charge 2 doesn’t register flights of steps correctly.

[Wcallow]

I can go up and down flights of stairs but the charge 2 will only record 1 flight all day. Or I can have an outrageous amount of flights just by raising my arms in the air. Can this be fixed?

[HeydyF]

Hey @Wcallow, welcome aboard! Let me explain to you how your Charge 2 tracks floors. Fitbit devices that count floors have an altimeter sensor that can detect when you're going up or down in elevation. Your device registers one floor when you climb about 10 feet at one time. It does not register floors when you go down.

Fitbit devices do not count the elevation gains simulated from a StairMaster, inclined treadmill, or other stationary exercise equipment. Your device uses changes in barometric pressure to detect elevation change, and therefore requires that you physically change elevation in order to properly record floors.

Let me know if you have further questions! 

[Wcallow]

I understand how it is supposed to work. It isn’t doing that. My home is a tri-level. There are 2 sets of 7 steps to go from the bottom floor to the top. I can go up these stairs in a continuous manner and the charge 2 no longer registers a flight of stairs. I have been up and down these flights today several times and the charge 2 shows 0 flights. Is there a way to put this in manually?

[HeydyF]

Thanks for your reply @Wcallow, I do apologize for the delay in answering. The floors can't be added manually, but if your Charge 2 doesn't seem to be tracking your floors accurately, then try to restart it. Just follow these instructions: 

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You'll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker's display. Your Charge 2 will begin charging.
4. Press and hold the button on your tracker for four seconds. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
5. Unplug your tracker from the charging cable. 

Let me know how it goes! 

[Wcallow]

Well, I restarted my charge 2 twice.  It still doesn’t count flights of steps.  I give up on it.  I set the count down to one on settings.  Guess what,  I have been up and down the stairs today several times and it still says zero.  The thing isn’t even a year old.  I probably won’t ever buy another.  I will use it until something else quits working on it.  Thanks for your help anyway.

[HeydyF]

Hey @Wcallow, thanks for trying the restart that I suggested! One thing that I'd like you to try is to clean the altimeter on the Charge 2. The ones that allows your Charge 2 to track floors. Please take a look at the instructions in this post to do so. 

Let me know if that works! 

[Wcallow]

I followed the instructions for cleaning the altimeter and it still doesn’t solve rhe problem.  I even restarted the device after the cleaning.  I am not sure what is the problem. I just adjusted setting for 1 floor.. hopefully by days endit will at least show that.

[HeydyF]

Thanks for trying that tip @Wcallow! Keep an eye on it and if after a few days the issue persists, let me know, I'll take care of it. 

Have a nice day! 

[Wcallow]

Thanks, I will let you know by the end of the week.

[HeydyF]

Sounds great @Wcallow! I will appreciate you keep me updated. 

I'll be around! 

[Wcallow]

Hello again,  Today is Friday and my day off.  So I do alot of house cleaning and laundry. I have up and down the two flights of stairs at least 7 times already. Yet the charge 2 shows zero for flights climbed.  Not really sure what is the problem.  I am sure it will show at least 1 by the time I go to bed.  Then i can get the “Yay” from the Fitbit showing I completed all tasks for the day.  It is such a cool idea, just wished it worked better.

[HeydyF]

I hope you are doin' fine @Wcallow! Considering that your Charge 2 still not tracking your floors, I have escalated your case with our Support team so they can further assist you with this, so please keep an eye on your inbox. 

I'll be around!