Charge 3 exercise disappear after syncing

[Alisa7]

Hi,

This evening I completed an exercise session which was automatically logged as usual. All previous exercise was in there when I looked, but when I left the exercise section of the dashboard and went back in, tonight's exercise was still there, but the previous 3 weeks had disappeared. I also noticed that the sum of the hours exercised the week of Jan 12 now says I did 550 hours that week.

I reset my phone, Bluetooth, Fitbit and app, but nothing worked. The same issue shows on my Fitbit.com exercise dashboard.

The exercise was 95% Auto logged. Can I get my data back?

Moderator edit: updated subject for clarity

[MarreFitbit]

Hi there @Alisa7, welcome to the Community Forums. Thanks for the details provided about your exercise's data and for taking the time to troubleshoot it prior to contacting us.

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.

While reading your post I was wondering if the mobile device you're syncing with is 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. 

If you remember the exact amount of steps or the name of the activity you performed, you can try manually logging the activity. To get more information about this, check the article: How do I manually log an activity or exercise?

Let me know if there's anything else I may do to help you in the meantime. 

[Alisa7]

Hi

Thank you for the response. 

I'm using a Samsung note 9 which is on the list of supported devices. 

I'll keep an eye out for it happening again, but fingers crossed it was a one off. I'll let you know if it happens again

[MarreFitbit]

Sure thing @Alisa7, I'll be around if you need further assistance. 😉

[Alisa7]

I think I found the problem.

I have Strava connected to my Fitbit account and the Strava app was malfunctioning. I hadn't used it in weeks, but somehow it logged a 544hr ride, which then synced to Fitbit after I restarted my phone. I recall reading in someone else's post that if the time of an exercise session overlaps with an auto recorded session, that the new session will overwrite everything else.

[MarreFitbit]

Thank you so much for letting us know what happened @Alisa7. I'm sure this information will be useful to other users who may jump into this thread. 

I'll be around if you have any questions.