I have had a Charge 3 for a few months, using it to track runs using the GPS on my phone. I have only recently started looking closely at the lap stats after syncing with the Fitbit App, and have noticed that the pace reported for a 2 minute lap is limited to just a few values: 9’31” 10’00”, 10’31”, 11’06”, 11’45”, and 12’30”. This is true across all runs. As I don’t believe that my running pace is that consistent, I have been checking the stats that are displayed temporarily on the device at the end of each lap, and these are definitely different from those displayed on the Fitbit App for the same run.
I have queried this with Fitbit Support. They told me that the distance recorded with the Fitbit app is based on only the GPS signal, while GPS activity recorded by a Fitbit device uses both a GPS signal and device data. Therefore, the total distance reported by both features may be very close, but not exactly the same.
I understand this, but given that the data I am seeing on the App is clearly flawed, I asked them how I can review the data which is captured by my Charge 3. They told me I can see this if I sync it to the App, but this is patently not true, as the data do not match.
After several increasingly frustrating exchanges with various members of the Support Team (see below), I am hoping someone here will be able to shed some light on the issue.
Thanks!
Judy
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Correspondence with Fitbit support
[I don’t have my original query – I used the online help desk, but basically it was why are the data different on the device as on the app. I also included a screenshot showing the consistent lap stats]
Dear Martin [I have no idea why they keep calling me Martin]
Thank you for contacting us with regards to your laps on the app not matching to the one of your Charge 3. We apologize for the late response, it will be a pleasure assisting you with get your data tracking correct again.
Distance inaccuracies when comparing results from activities tracked with a GPS-enabled Fitbit device to activities tracked with just their Fitbit app (MobileRun). Person may think that since both features use GPS, the distances should match; however the distance recorded with the Fitbit app is based on only the GPS signal, while GPS activity recorded by a Fitbit device uses both a GPS signal and device data. Therefore, the total distance reported by both features may be very close, but not exactly the same.
If you have further questions, please feel free to reach out back to us.
Sincerely,
Britney and the Fitbit Team
Hi Britney,
Thanks for that explanation, however I thought by syncing the Charge to the app, I was seeing the device data, not data captured by the app on my phone. How do I see the device data if this is not the case?
Thanks!
Judy
Dear Martin
Thanks for your question. Fitbit devices use either built-in GPS or the GPS sensors on your nearby phone to track your distance, pace, and route. When you track an activity through the Fitbit app, the app also uses the GPS sensors on your phone to calculate these stats. For more information, see https://help.fitbit.com/articles/en_US/Help_article/1874 [I cannot access this article – can anyone else?]
We hope this gets you back on track!
Sincerely,
Britney and the Fitbit Team
Hi there,
I don’t think I made my question clear. How can I review the lap data which is captured by my charge 3?
Thanks
Judy
Hi Martin,
We apologize for the delay. Due to unexpected case volume, we're working as quickly as possible to respond.
On certain Fitbit devices, review a post-workout summary on your wrist.
For complete lap stats, review your exercise history in the Fitbit app.
Thank you for your patience.
Sincerely,
Andrew D. and the Fitbit Team
Hi there,
We seem to be going round in circles. My original question was why do the lap stats on the Fitbit App not match the stats on my Charge3. I got the following response.
“Distance inaccuracies when comparing results from activities tracked with a GPS-enabled Fitbit device to activities tracked with just their Fitbit app (MobileRun). Person may think that since both features use GPS, the distances should match; however the distance recorded with the Fitbit app is based on only the GPS signal, while GPS activity recorded by a Fitbit device uses both a GPS signal and device data. Therefore, the total distance reported by both features may be very close, but not exactly the same.”
I want to see the data from the device, as I understand this is more accurate (and the data on the app are suspiciously consistent across laps as demonstrated from the screenshot I originally provided).
Please advise.
Thanks
Judy
Hi Martin,
Thanks for your question. Fitbit devices use either built-in GPS or the GPS sensors on your nearby phone to track your distance, pace, and route. When you track an activity through the Fitbit app, the app also uses the GPS sensors on your phone to calculate these stats. For more information, see https://help.fitbit.com/articles/en_US/Help_article/1874.
We hope this gets you back on track!
Sincerely,
Patroy and the Fitbit Team
