Charge 2 losing is data

[AnnRees358]

Has anyone experienced a Charge 2 not logging activity, losing activity minutes and not recording calories from walks and treadmill? In fact calories decreasing after using Treadmill button. Help please.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @AnnRees358, welcome to our Fitbit Community. Regarding the data that your Charge 2 has lost, I was able to get in touch with our Support team and was told that they assisted you via chat and email. In case the issue persists, please reply to their email and they'll be happy to follow up and assist you accordingly.

I'll also be around if any question arises.

[AnnRees358]

Thank you. I need to reboot so will see if that works
Ann

Sent from my iPhone

[JuanJoFitbit]

@AnnRees358, thank you so much for trying the reboot process. Don't hesitate to get back if more assistance is needed.

See you around.

[HellesBelles75]

I’m having the same thing this week. I did 97 active minutes yesterday, it then synced again and went down to 27mins. It’s done the same today. 

[JuanJoFitbit]

Hi @HellesBelles75, thank you for getting back and trying the recommended troubleshooting steps. Since the issue persists, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected and our Support team will be happy to follow up and assist you accordingly.

I'll be around if any question arises.

[HellesBelles75]

All sorted, spoke to someone really helpful on the chat today!

[JuanJoFitbit]

@HellesBelles75, that's great news! I'm so glad to hear that our Support team was able to provide a solution. Thank you for posting the update here.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 😀

[HellesBelles75]

I spoke too soon, it’s not fixed. Just did an hour walk. No active minutes
saved..

[AnnRees358]

It is so annoying isn’t it. Mine did the same again today after doing a reset as they suggested. I think there is a fault. I have just resigned myself to it not working and if it breaks, I won’t be buying a Fitbit again.

[HellesBelles75]

I was told on the FitBit chat support today that it’s a problem with their
server and it’s going to be 2-4 weeks to fix! How a company now owned by
Google can’t sort something out sooner than that is beyond me. I’m losing
out on points linked to my healthcare because of it. I did the same as
you, reset it and now it’s not working again. Apple watches all round next
time!

[AnnRees358]

I can’t see how their server affects my tracker but hey ho, if that’s what they said. Such a shame though but it winds me up so much I really won’t be buying one next time. Hope you get yours fixed.

[HellesBelles75]

The issue isn't resolved again, losing active minutes when I sync. I was told on the chat it's an issue with the server, and it's going to take 2-4 weeks to fix - seriously? A company owned by Google is going to take that long to fix a tech issue? It happened again yesterday. 

[HellesBelles75]

The issue still isn't fixed, it's been a couple of weeks now - is there any update on what's going on? 

[AnnRees358]

Has your Fitbit been working properly? Mine lost 130 minutes of activity today. To say I am annoyed is an understatement. Is yours ok now? 

[HellesBelles75]

It was useless and couldn’t get a straight answer out of FitBit so I got an
Apple Watch!

[AnnRees358]

What a shame. I will be doing the same once my Fitbit breaks down. Good luck with it!