Charge 3 dropping steps during the day

[wwkeri]

So i have recently noticed 3 times this week that at some point, my step count drops....by alot. First notice it Monday and it dropped by about 3000 steps. Today i got up and walked on the treadmill for a quick 8-10 min before work... had about 2500 sreps when i cam into work this morning at 6...  took a quick walk down the hall and back and checked to see where i was at...now it shows 780!!!!   what happened to the other steps. I synced it again....same thing. I even restarted my phone. What is happening??? PLEASE HELP!   LOL

Moderator edit: updated subject for clarity

[MarreFitbit]

Hello there @wwkeri, thanks for stopping by and for the details provided about your Charge 3's behavior. 

We are not sure what might have caused this, but we would expect this to be one glitch and I would ask you to keep an eye on your Charge 3. In case this happens again, please let me know and I will be glad to further investigate.

In the meantime, I'd recommend to restart your Charge 3 and to check that your tracker is properly syncing to the Fitbit app. 

Also, is the mobile device you're syncing with included in our list of supported devices? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

[wwkeri]

Hi Maria!

I have tried everything you recommended. I have Samsung Galaxy Note 9, and this has been a problem ever day since i have posted. Already this morning i have lost about 400 steps. Earlier it was at 1300, now down to 900. Sometimes it happens earlier in the day, other days it happens later. 

[MarreFitbit]

Hi there @wwkeri, thanks for getting back and letting me know the outcome of the steps I recommended. 

Since this is still happening, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon! 

I'll be around if you have any questions present. 

[wwkeri]

Thank you!!

[MarreFitbit]

Anytime @wwkeri! 🙂