Charge 2 not tracking steps

[Ronilev]

It s was good while it lasted but sadly my Fitbit is not fully counting my steps, I walk and move my hands and nothing,no steps counted, not even updating later,  it is fully charged, never been dropped or submerged in water a,there are no updates pending, and I  can't reach my goals if it's not counting.. what can I do?

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Ronilev, welcome to the Community Forums!

Thanks for bringing this to our attention and for the details that were shared in your post. To fix this, I recommend you to restart your Charge 2 following the next steps:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display.
4. Press and hold the button to restart your tracker:
   1. Charge 2—press and hold the button on your tracker for 4 seconds. When you see the Fitbit logo and the tracker vibrates, the tracker restarted.
5. Disconnect your tracker from the charging cable.

Let me know if further assistance is needed. 

[Ronilev]

Thank you for getting back to me so quickly.
I tried your suggestion but it's still not working and only counting a
fraction of my steps, I already did 4k today and it only counted 1.9k
Any idea what to do next?
Thank you
Roni

[Ronilev]

Thank you for getting back to me so quickly.

I have tried your suggestion and unfortunately it is still only counting a fraction of my steps.

I have already done 4k today and it only counted 1.9k.

Any more idea will be greatly appreciated

Thank you

Roni

[Ronilev]

My Fitbit is charging with no difficulty so I don't think this is a similar issue

Thank you

Roni

[RicardoFitbit]

You're welcome @Ronilev, your reply is also appreciated.

I'm sorry to know that you're still experiencing difficulties with your Charge 2 but thank you for trying the steps that were shared on my previous post. Because you're still experiencing the step count issue, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon.

In the meantime they contact you, let me know if you have any additional questions.

[Ronilev]

Thank you so much for getting back to me.

Roni

[Ychapin]

Hello Ron,

Maybe you could help me. I’m having a few issues with my charge 2 Fitbit. First, the charge does not hold the charge fir more than 12 hrs, secondly when charging and it is full there are two lines that show across the battery. Lastly, when I go on the app on my iphone looking at the activities I cannot see the steps. Maybe I deleted by accident. I cannot seem to find where I can add them back on my screen. I do see the edit function, but I can’t see the add the steps. Your help is greatly appreciated.

I did try to reset my Fitbit and it did nothing. Except after resetting it a couple of times, I noticed that was when I started to see the lines in the battery after it was charged.

Regards,
Chapin

Sent from my iPhone

Moderator Edit: Personal info removed