Charge 2 undercounting steps

[Jbarls10]

My charge 2 recently started drastically undercounting steps.  Well over 1,000 steps per day are being not accounted for.  I've done the following:

1) reset the device by connecting to charge docking station and holding button down until it restarts/resets

2) manually adjusted my walking stride length (I rarely if ever run - bad knee) using the exact formula given by fitbit (for example on a treadmill I do 1/4 mile in 490 steps.  1,320/490 = 2.69.  2.69x12 = 32.32 inches - that is what I put into the stride length for walking on the advanced settings.

3) I've adjusted the stride length both up and down (slightly and drastically)

4) I've adjusted how tight, and how high or low I wear the fitbit on my non-dominant hand.

Each of these scenarios result in undercounting of at least 1,000 steps per day (Saturday I lost almost 2,000 by my estimation).

I know pretty much exactly how many steps I do on the treadmill - I simply count how many steps in 1 minute and multiply it by the time on the treadmill (usually 60 - 70 minutes).  I take multiple snaps of how many steps to insure I have an accurate number per minute.

Any guidance would be appreciated.  I'm in a work competition where the winner (top 5) get money donated to a charity of choice and I would be in the top 5 - if the **ahem** fitbit was accurately counting steps.

[AlvaroFitbit]

@Jbarls10 Thanks for joining us! Sorry for the delay in my reply.

Let me help you with your Charge 2 under counting your steps and thank you for troubleshooting this issue. Your device will detect the movement on your arm and translate that movement into steps. There are situations in which your arm may be still but you could be moving or walking. This may happen when you are pushing a cart or holding bars while walking or using a treadmill. For added sensitivity you can try wearing your device on your dominant hand but select that hand as non dominant on the device’s settings to make it more sensitive to movement. Also make sure your hands are moving so the device can properly track your steps.

Let me know how it goes.