Charge 2 not counting steps

[mbeebe95]

I just got the Fitbit Chrage 2 HR for my birthday 4 days ago and I absolutely love it! However, my step count if frozen at 13,063 steps and will not count anymore steps (or miles, calories, stairs...etc.). However, it continues to track my heart rate. The Fitbit is halfway charged currently. What do I do?

[WendyB · Accepted solution]

Welcome to the forums!

Try a restart. Do it at least 3 times.

Restart
http://help.fitbit.com/articles/en_US/Help_article/1186/?q=restart&l=en_US&fs=Search&pn=1

If that doesn't help
Contact Support
http://help.fitbit.com/?cu=1

Let us know the outcome!

[mbeebe95]

Thanks WendyB! I tried restarting it and now my Fitbit counts steps, but doesn't display them. It will take a good 20 minutes for the count to update on my fitbits screen.

[WendyB]

Then you might want to contact support on that. Use the gear top right of forum and choose support

[MarreFitbit]

Hey my friend @mbeebe95, I'd recommend doing the following since you've tried @WendyB's restart. 

• Log out of your Fitbit App
• Force quit the App
• Turn off the Bluetooth
• Shut off your phone and turn it on after 1-2 minutes
• Turn on the Bluetooth
• Log back into your Fitbit App
• Set up your Charge 2 as a new device

If you don't find the steps on how to set it up again, here you go:

• On the Fitbit app for iOS dashboard, tap the Account tab
• Tap Set Up a Device
• Choose your tracker and follow the onscreen instructions to continue

Keep us posted! 

[MStimm]

I tried both of these methods and my Fitbit is still not counting any of my steps. It is stuck on the same number and has been all day. Very disappointed in this product, especially since based on forums this is a common issue that has been around since this product released and there is still no solution.

[MarreFitbit]

Hey you @MStimm! My best recommendation would be to get in touch with Customer Support so they can do a deeper investigation and see where the issue is coming from.

Don't forget to mention the steps you've done so far to avoid getting the same ones. You'll be in good hands! 

Good luck!

[DancerH]

Really disappointed that Charge2 does not count steps. Not fit for purpose and I want to return it. 

[DerrickS]

Hi @DancerH,

I'd recommend re-pairing your Charge 2 to your Fitbit account using the replacement setup process mentioned here. 

Let me know if you have any additional questions!

[Reb1990]

If you do this will it not wipe all your previous data?

My step count has gone down to 0 and will not track steps currently but everything else seems to be working, not sure what to do as I don't really want to loose the data I already have on there...

[Book313]

I am having a similar problem with Charge 2.  Charge 2 isn't tracking!  Would restarting my Charge 2 delete all data?

[R2j316]

Just got my charge 2

a few days ago and have really enjoyed using it until today, when it stopped counting steps.  I am reading here that I need to restart, unfortunately I can't restart the exercise that I just did.  Am not satisfied at all and will most likely return this product for a refund.  If I need to restart this on day 4, I guess it will need to be restarted every 4 days.  

I should have read the negative reviews before purchasing 

[BitFitx01]

I am starting to experience this problem with my Charge 2.  

I don't understand how re-pairing the watch to account would solve the problem on the watch. It would make sense to do that if the data is not syncing on the phone app.

I restarted the watch and it seemed to have fixed it. One odd thing I noticed after a reboot on the watch my battery meter level went from 50% to 0% charge.  Not sure what to make of this yet.

[Rach815]

My charge is counting steps but not all of them. For example I just walked 20 steps not one counted, then I tried again but it only registered 13! I tried all the things mentioned above and no luck. Very disappointed. My charge HR was perfect. Only had my the charge 2 for 4 weeks! Think I might try a replacement. 

[BitFitx01]

Well... looks like my Charge 2 is back to its old behavior and not consistently counting steps again :(.  I am hoping I can get it replaced.

[ea006]

I have this same issue - my husband and I will walk the same distance in a day and he will have about double the steps I have.... despite me being shorter than him and having a shorter gait.  When I tried just now to meet my step goal for today before bed (I was 12 steps away) I had to cross the house 4 times (which was about 50 steps) to get the 12 steps to register. Is there a fix for this??? 

[paulwilko10]

Mine is brand new and have noticed this aswell. Also not registering flights of steps if i run up them.

I wondered if it only happened when i had my screen on but not convinced that is true

[Ankush134]

My Fitbit charge two is not counting the steps 

[Kimbersimmons1]

I am very disappointed also. I tried fitbit as an alternative for the garmin I had and broke. This charge 2 did not count Anything from yesterday and today totally restarted at 0 steps well into my day. I most likely will return and go back to garmin. 

[Chek00v]

My Fitbit Charge had already been restarted today and the resync took 20 min. Very frustrating. Had to reinstall app and lost relevant data.