Charge 2 not counting all steps

[Jenlar2428]

My charge 2 Fitbit isn’t counting all my steps. I’ve tried turning the device off and it is syncing no problem with the app. But I’m walking around, jogging jumping and it’s missing loads. Any help would be much appreciated! 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Jenlar2428.

I am sorry to hear your Charge 2 isn’t counting all your steps. Thanks for trying to resolve this, I understand how you are feeling and I am here to help. I appreciate the additional details. Your tracker is a motion sensor on your wrist and I recommend confirming the following are correct in the Fitbit app:

1. Your wrist setting - please check if you have the "Non-dominant" wrist setting, it increases the sensitivity of step counting and should reduce any under counting of steps: Does the wrist I wear my device on affect accuracy? 

2. Your height (For more information, see How do I manage my Fitbit profile?)

 Please also confirm the steps you've tried to restart your tracker: How do I restart my Fitbit device?

Sometimes, when you start walking, your steps may not update on your device right away. After about 10-15 continuous steps, you'll notice the steps catch up and start updating in real time with each step you take. For more information about the accuracy of the Fitbit devices, please see here. 

Additionally, I recommend checking if your Fitbit app is updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app?

By the way, I've moved your post to Charge 2 board so we can keep our forums organized. 

Looking forward to hearing back from you.

[Jenlar2428]

Thanks for you message.

it still seems to be doing it. It’s tracking my heart rate but not consistently tracking steps. I’ve tried switching off and restarting the device and I have made sure it is up to date with updates. It’s so frustrating as it’s been brilliant up until now. 

[LiliyaFitbit]

Hi @Jenlar2428, thank you for your reply.

I appreciate your efforts and the additional details. I totally understand how you are feeling since the tracker has been working fine until now. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

Let me know if you have any questions.

[SueBou]

Hi Jenlar,

just wondering if you found a solution? My charge 2 is two years old and starting also to miss steps. 
i followed Custimer service chat recommendations to reset stride distance but that doesn’t address the issue.