Charge 2 steps or floors accuracy

[trobotcrow]

This happens frequently now -- where I'll be walking, but it won't count *any* of my steps. The numbers never change.

I'm also in NYC -- climbing stairs out of the subway, and up to the front door of Amsterdam-style brownstones -- and it doesn't count those flights of stairs.

The steps, however, are my main priority -- since I'm tracking these for health reasons, and it's frustrating to be walking and see the number not changing at all.

I've already tried the restart tip -- which worked at first, and then a day later it's gone back to not counting steps.

Any help would be appreciated. Thanks.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @trobotcrow thanks for bringing this to my concern. Let me give you a warm welcome to our Community and help you out with this situation.

Seems odd that your Charge 2 is not counting steps nor floors, even more if you're in New York city in constant activity. I'd like to appreciate your effort and patience troubleshooting your device prior posting. First, I'd like to gather more information to better assist you, therefore, can you please let me know if you're not seeing steps and floors on your Fitbit or after syncing, in your dashboard? Also, how many times did you experienced this uncommon situation?

I'll be looking for your reply. Let me know if you have any additional questions. 

[Kemr]

I am not seeing any steps for the day either! This has been going on for about a week to a week and a half. I have tried to reset my Charge 2 and I followed the instructions as stated. As for the troubleshooting, I have done everything that I have read on all platforms and still have no steps accounted for on my dashboard. What is the solution?? Please help!

[RicardoFitbit]

Hey @Kemr thanks for bringing this to my attention. it's nice to see you around participating in our Community Forums.

I'd like to begin appreciating your effort and patience troubleshooting your Charge 2 prior posting. Can you please let me know if your Fitbit as itself if counting steps but at the moment you complete a synchronization process, such data is not shown on your account? Also, are you using a mobile device or a computer to sync your device? If a mobile device, can you please let me know if the Fitbit app and the mobile device are up to date? Looking forward to your reply to further assist you.

I'll be around.

[lara.w]

my fitbit charge 2 also frequently does not count steps. it does not change the number on the fitbit screen. frequently I will walks and count - it will be 10 - 20 steps out. sometimes it will add steps but take a while to do so. I have my correct height listed in the app. finding it difficult to work out how to calculate my stride length using metric measurements (everything online mentions feet and when converting it says my stride length is 87cm!? seems way to high)  I've reset the device. this morning walked around the office and the numbers did not update at all.

[SAMAG]

I don't think its an uncommon problem.

[pipj]

I have a Fitbit that is about 2 years old.  I find that it is hit and miss about registering stairs and steps.  My husband has a new Charge 3 and it is like he is hyper drive with all the steps and stairs he registers.  We can have a very similar day activity wise and yet he can have 3,000 more steps than me.  What is that about?  I do have a long stride and generally walk faster than him, but when we walk together I will moderate my speed and stride to his.  

[RicardoFitbit]

Hello again! I'm happy to continue assisting you with Charge 2 devices. Welcome aboard @lara.w and @pipj. It's nice to see you again participating in our Community Forums @SAMAG, my sincere apologies for the delayed reply.

@lara.w Seems odd that your device is acting in such way. this is certainly not a common situation nor the way we designed our Charge 2, thanks for troubleshooting it prior sharing your post. To better assist you, can you please let me know when was the first time you experienced this situation and how many times since then? If you haven't already done so, please check our help article: How do I measure and adjust stride length for my Fitbit device? and let me know if after taking in consideration this information you still think that it seems t high. 

@SAMAG Thank you for your post, this is certainly not a common situation nor the way the Charge 2 was designed, however, I'm more than willing to assist. Can you please let me know if you're experiencing the same? 

@pipj I appreciate all the information that was shared in your post. I'd like to share with you our help article: How accurate are Fitbit devices? for more information and details about how data is tracked with our Fitbit devices. 

Keep me posted, I'll be here. 

[trobotcrow]

For me, this is an everyday situation.

Today, I had 2 of the 3 issues: this morning, I was walking and the steps were frozen. I then waited a bit, because sometimes there's a delay -- but they did not move. I then walked a bit more, and it was *still* frozen. I went to sync, to see if it would update there -- but it did not. Those steps were just lost, as if I wasn't moving. And that can't possibly have anything to do with stride -- since it wasn't registering me moving at all.

Just now, I did a test -- I walked 1,000 steps, counting myself. When I checked the FitBit, it had dropped 66. This is a *huge* amount to be off by, and as I mentioned in my OP -- I'm using this to chart for my health, not as entertainment, so even though I'm not upset in getting "extra" exercise this makes it extremely difficult for me and/or my doctor to evaluate what's working for me with regards to my health.

As to the floors -- it's the same thing as my first issue: it just doesn't count them. I'll sync and see 0 floors, even though I know I've done them because: a) I have a flight of stairs in my house; b) there's a flight of stairs to get *into* the house; and c) I ride the subway, which means stairs to get in and out every time I ride.

These 3 issues have been persistent, and I've had no one with any helpful suggestions at all -- which leave me frustrated and wondering if I should move on from FitBit products.

[SAMAG]

Dear Riccardo,

I posted on another thread last week about my frustrations with my Fitbit but don't seem to have had areply from that.

1) My Charge 2 has always consistently counted less steps than I do. Yes I have looked at how to adjust stride length etc. It used to count about 20% less and is now more often nearer to 30% less.

2) If walking with friends who have Fitbits my Charge 2 always counts less steps and covers less distance than their fitbits do.

3) A local garage is exactly 1 mile away yet when I did a test walk my Fitbit said 0.7 miles

4) The Fitbit often does not count flights of stairs.

5) If I go to the bathroom in the night I appear to teleport as no steps are counted. Recently my sister and I had to share an hotel room. She has a Charge 3. Over night I went to the bathroom 3 times and she went once yet her Fitbit said that she had done about 50 steps and mine said 0. Very frustrating.

It's annoying and does not endear me to the Fitbit at all.

[rhonderoo]

I'm a fitbit user from way back (one, Charge, Charge 2, Charge 3, etc.).  Charge 2 has been my favorite due the ease of the band change and its consistency of counting steps... until the last update.  It's under-counting steps to the tune of 1,00 - 2,500 a day.  And this is the same Charge that used to count fine.  There seems to be something with the software/device count.  I bought a Charge 3 and gave it to a friend as the band kept coming undone and falling off.  It also seemed to be a little less dependable than my Charge 2.  Would like to know what Fitbit is doing to correct the step problem, again, it's not the device.  

[RicardoFitbit]

Hello @trobotcrow thanks for bringing this to my attention, it's nice to see you again participating. Same for you guys, your replies are appreciated @SAMAG @rhonderoo. My apologies for the delay in responding. 

@trobotcrow I appreciate all the information that was shared with us in your post, I totally understand how frustrating the difficulties you experienced with your Ionic can be. To better assist you with the steps situation, can you please let me know when was the first time you experienced the frozen-steps situation and how many times since then? If you experience the same situation. I recommend you our restart process and let me know how it goes. Regarding the floors accuracy situation, I recommend you to check our help article: How does my Fitbit device count floors? for more information and details. 

@SAMAG Thank you for the details that were provided. I'd like to let you know that our Customer Support team was contacted on your behalf to receive further assistance directly with them. That said, please keep an eye to your email inbox for their contact. they'll be in touch with you soon.

@rhonderoo Thanks for all the information that was shared with me, seems odd that after an update your experienced accuracy issues. Can you please let me know if the information from my previous post was took in consideration prior moving forward? 

I'll be here if any additional questions are in need to be answered. 

[trobotcrow]

as i stated previously, the freezing happens everyday.

it just happened again, now -- 8739 steps, no matter how many steps i've taken afterwards. just won't budge.

and again -- i've mentioned previously that i tried the restart numerous times. and as before: it's not a valid solution for this problem.

[RicardoFitbit]

Hey @trobotcrow thanks for your reply and update.

I appreciate all the information that was shared, it helped me to better understand your concern. Let me share with you that I've created a ticket on your behalf to receive further assistance with our Customer Support team directly. That said, please keep an eye to your email, they'll be in touch with you in a short period.

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