Charge 2 not counting steps

[Paulsworld]

I bought a Charge 2 on Monday and wore it for the first day yesterday but when I got home from work I noticed the step count was at least 1100 steps lower than it usually is. I have previously used a Fitbit One. Today i have used both and at lunch time the Charge 2 is already 800 steps behind the Fitbit one. Have I got a setting wrong or is there something wrong with the Charge 2. I did a quick test and walked 50 steps and the Charge 2 only recorded 28! The Fitbit One was spot on. Any help would be appreciated before I take it back for a refund because if it can’t count it’s pointless having one.

[MarreFitbit · Accepted solution]

Welcome to the Fitbit Community @Paulsworld, hope you're doing great today! Thanks for already taking the time to test your Charge 2, nice way to go! 

First of all, I'd recommend performing a restart by following the steps posted here.

Afterwards, make sure the wrist placement settings are correct. Next, double check that you entered your height correctly. Since we use height to estimate your walking and running stride lengths, you may want to measure and manually adjust these values if your legs are longer or shorter than average.

Sometimes, when you start walking you may notice that 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.

To get more information about this, check the article: How accurate are Fitbit devices?

If after taking these factors into account you still think your tracker is significantly undercounting or overcounting steps, please try a step test once again:

1. Put your wrist-based tracker on your wrist or put your clip-on tracker on your hip or torso.
2. Walk 100 steps, making sure to count a step each time one of your feet hits the ground.
3. Pause, then check your tracker to see your step count.

Hope this helps, I'll be around if you need further assistance! 

[Paulsworld]

Sorry this solution did not work - pressed link in error.

I contacted Fitbit Support on Twitter who gave me the same advice. I re-tested my stride length, tested both my Charge 2 and One over 100 steps and Charge 2 only recorded 58! Support checked my settings which were OK and then suggested a reset which I did and to swing my arms more. Tested again all day Thursday and Charge 2 was 1700 steps out.

Took it back for refund today. A very disappointing buy - guess mine was meant to be worn by an swinging monkey or something. So will use my One instead. Thanks

[Peterkb]

I have reset Charge 3 at least four times and is still registering anything except heart beat.

Advice please.