Charge 2 lost active minutes/workout

[agsus22]

My Charge 2 lost 30 of my active minutes yesterday and part of one of my tracked workouts.  What could have happened? 

[RicardoFitbit]

Hi @agsus22 welcome aboard! It's a pleasure to assist you with your active minutes concern. My apologies for the delay in responding your post.

Let me share with you that our algorithms detect subtle differences in exertion that may explain why two seemingly identical activities result in different active minute totals. For example if you took a brisk walk along the same route two days in a row, differences in your speed and exertion levels (e.g. out of breath vs not out of breath, etc) will cause different active minute totals for the two activities. Also keep in mind that active minutes are only recorded for activities that last 10 minutes or longer. 

Trackers with a heart rate monitor detect active minutes most accurately, since heart rate data allows us to better estimate caloric burn and, in turn, exercise intensity. That said, I recommend logging the activity manually as described in our help article: What are active minutes? for the specific day you experienced this situation but take in consideration that manually logged activities override your tracker's data. Sometimes customers report a decrease in active minutes after logging an activity, which can occur if what your tracker recorded was more intense than what you logged. 

Let me know if you have any additional questions. 

[agsus22]

Thank you so much for your reply. I understand the difference between active minutes and activity. My tracker lost 30 minutes of my activity and active minutes, even after I had synced them to my phone. They showed up on my phone, then disappeared.

Amanda

Moderator edit: Removed personal information 

[RicardoFitbit]

You're welcome @agsus22 thanks for your reply too. My apologies for the delay in responding your post.

Seems odd that your device lost 30 minutes of active minutes, this is certainly not a common situation nor the way we designed our Charge 2 to perform. Can you please let me know when was the first time you experienced this and how many times since then? Also, which mobile device are you currently using to sync your device's information? This occurred in the Fitbit app only or when accessing to Fitbit.com dashboard the issue persist? In the meantime I receive your answers, please restart your device to refresh its performance. 

Looking forward to your reply, I'll be around. 

[agsus22]

Thanks again for your reply. This was the first time this has ever happened, and it hasn't happened since. I am syncing to an iPhone. I'm just not sure what could have happened, and hopefully after restarting the Fitbit, it won't happen again.


Amanda

Sent from Surface

[RicardoFitbit]

Hi @agsus22 thanks for your reply and update, sorry to the delayed reply.

I'm happy to know that this inconvenience hasn't happened ever since, please don't hesitate to contact me back if by any chance you experience the same, require further assistance or if you have any additional questions for me to answer, I'll be around. 

See you around, it was a pleasure to assist you.