Charge 3 distance information incorrect

[RunningDave987]

I have been noticing my Fitbit Charge 3 is giving rather inaccurate distances. It will show I am running about 1 mile for every actual two miles I run. I tested this by running the same route in my neighborhood. First I used the Fitbit app which synced to my phone GPS. This gave me an accurate route without any significant variations, but the distance was about 50% of the actual distance. 

Second, I used the Map My Run app on the same phone and it appeared to be much closer to the actual distance. Here are the screenshots of the two methods: https://imgur.com/a/iVUAFdV

It seems like the Fitbit app is not accurately calculating distances using the phone GPS, as I still get reasonably close distances when it bases the distance off steps multiplied by stride length. My stride length is set to automatic, and my app is Version 3.4.2 (20213455). What steps can I take to correct this? 

Edit 5/1/2020 - So I did just try to start the exercise tracking from my phone, and that appeared to give an accurate distance. It appears the problem is with the communication between the Charge 3 and the phone. Not a great fix, but it might help.

Moderator edit: subject for clarity

[AlejandraFitbit]

It's great to welcome you, @RunningDave987.

I am sorry for the delay in response and appreciate the efforts in trying to fix this distance issue. Upon checking with our support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

In the meantime, let me know if you need anything else. 🙂

[RunningDave987]

Hi Alejandra, 

Yes I have been in touch with the support team over the past few days and we are trying to work through some solutions but nothing has worked yet. Currently I am between a 49% and 98% error rate, but if we find a solution I will post it.

[RunningDave987]

I spoke with the fitbit support today and they said there is not a way to correct this as the Samsung Galaxy S5 is not supported by fitbit

[PS18]

My fit bit started acting up the first week of April.  GPS map had me going for hikes off the coast of Africa in the ocean.  Sometimes it would be close but not accurate.  On a 5.5 mile hike, i was getting credit for less than 4.5.  Bought a new Charge 3.  Same issues.  

Tried using Map my Run app.  Worked perfectly. The GPS works perfectly on all the other apps i use that require it on my phone.

This is a software issue with fit bit.  It needs to be acknowledged and fixed!!

Used customer service Chat to try and fix the issue.  No luck.  Person kept tying to blame my phone.  There is nothing wrong with my iPhone

[Kost]

I've got same problems with my C3..

https://community.fitbit.com/t5/Charge-3/Completely-WRONG-measurements-Please-HELP/m-p/4216413

[Kost]

I have similar issues here and absolutely agree with you @PS18!  On my 13 km bike ride fitbit charge3/fitbit app have registered ONLY just over 2 km while the map of my ride was pretty accurate in app..!(?) 

It's worth adding that all the other apps like MapMyRide, Bikemap, Komoot work just fine with my phone's GPS... 

[tshved]

I think they made had  up this reply. I had the same issue plus inaccurate stair climbing, but only after using the Fitbit for three months ( it worked accurately for the first three months.) The Fitbit person I spoke to made up all sorts of reasons for this problem and also said they don't guarantee it for accuracy. I returned it and got another one and it is doing the same thing. Back to Costco tomorrow. No more fit bits in my future.