Charge 2 not counting floors

[Cjm1982]

Got my Charge 2 in December 2018 and after a few weeks it stopped counting floors. I am a keen hillwalker and many of my friends who I go hillwalking also have Fitbits. When we compare our activity after a hill, I more often than not have less than 10 floors whereas they have 250+. I also dont think the heart rate measurements are accurate as nearly ever activity I take part in shows up as fat burn, even high intensity training at the gym. I've tried resetting it but it didn't help. Quite disappointing for a tracker I've had less than 6 months! Anyone have any suggestions as to what might be causing this? TIA

[RicardoFitbit]

Hello @Cjm1982 thank you for bringing this to my attention, I'm happy to give you a hand with your concern and a warm welcome to our Community

First, thanks for restarting your Charge 2 prior posting. I'd like to let you know that your device uses both an accelerometer and altimeter to track floors, and registers a floor when detecting continuous motion combined with an elevation gain of about 10 feet. Because the device looks for continuous motion, pausing when you go up a flight of stairs can cause the device to not count the floor. That said, your device may count less floors than you think it should for a variety of reasons because not all flights are the same height or distance, so if the flight you climbed is less than 10 feet you may find that the device's floor count doesn't exactly match how many floors you climbed.

Also, exposure to excess moisture can cause result in fewer floors. I recommend that you wear your device worn loosely during your hillwalking activity and let me know how it goes..

Regarding your heart rate inquiry, can you please review the information from our help article: How do I track my heart rate with my Fitbit device? and take in consideration all the information that's specified there. 

Let us know if you have additional questions.