Charge 2 not counting floors

[MJ2019]

Hi

For the past few weeks my Charge 2 is not counting floors correctly, it might show Zero or one / two for the whole day when I’ve easily done in excess of 15 floors.

I sync to an iPhone (iOS software is up to date)

I’ve tried restarting the Fitbit but no change!

Please help?

MJ

[Tooske]

I have the same probleem.

[SteveH]

Your fitbit tracks floors by measuring changes in air pressure through a small hole in the back of the tracker. If this hole becomes blocked it can cause floors to be missed. Admittedly, this usually results in zero floors being tracked but it's worth giving it a gentle clean using, for example, an old toothbrush or a can of compressed air. 

[MJ2019]

Thanks SteveH,

 I tried this and it only counted one floor!

[SteveH]

That doesn't sound good. It might be worth contacting customer support to see if they can help in any way. You can get them via: contact.fitbit.com

[MJ2019]

Fitbit have used a suggestion made here by one of their approved members as a means to avoid warranty.

Be warned!

[Odyssey13]

Hi @MJ2019  I merged this post into your existing thread. The Fitbit warranty information can be found here - click to read

I'm not sure why you feel a suggestion made by a member would result in the warranty being avoided. Can you explain further?

[MJ2019]

Because I have contacted customer service and they have voided the warranty for the issue because I tried one of the suggestions made here by an author and not a Fitbit official to resolve the problem, which it didn’t obviously!

Therefore waste of time, go direct to customer service for anyone else looking for solutions or risk losing warranty cover!

[KateFitbit · Accepted solution]

@MJ2019 while using a toothbrush is recommended, we don't recommend sticking anything in the altimeter how. You can review cleaning instructions here. 

I tend to think you did not cause damage to your device and have updated your case accordingly. Please be on the lookout for an email from Fitbit. 

[MJ2019]

Thanks @KateFitbit for listening and reviewing the case.

I have accepted your offer as resolution to the issue I'm continuing to experience with my current Charge 2 tracker.

Kind Regards,

MJ.