Charge 3 losing steps after syncing

[Smiffie]

My daughter and I went for a walk today. Part way round her Charge 3 was showing 8461 steps. This was confirmed because she sent a screenshot of the dashboard to her boyfriend. Then when she got home it synced and showed 7003. She has no other Fitbits on her account and doesn’t manually log steps. 

Also her screen doesnt wake when when she flips her wrist like mine does. 

I have seen online that other people are reporting lost steps. Is there a solution which will restore our confidence in this product?  It’s less than a week old and I’m tempted to return it for a refund 

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome to the Community Forums @Smiffie! Thanks for letting us know you both confirmed how many steps your daughter's Charge 3 registered after your walk. Also, thanks for mentioning she doesn't manually log steps. 

While reading your post I was wondering if the 7003k steps were showing up on the Fitbit app or Charge 3? Would you mind attaching a screenshot of the Activity History? 

In addition, try logging out and logging back into the Fitbit app (make sure the Fitbit app is updated).

In regards to the Screen Wake feature not working, I'd recommend restarting your Charge 3 by following these steps. Then, please let's try these steps once again:

• On your tracker, press and hold the button until the Quick Settings menu appears.
• Find the Screen Wake option and tap it to turn it off. 
• Sync your tracker to save the changes.

Also, do this on your Fitbit app:

• From the Fitbit app dashboard, tap or click the Account icon.
• Tap or click your device image.
• Find an option to turn off Quick View.
• Sync your tracker to save the changes. 

I'll be around, keep me posted! 

[roch321]

Seems to have started with the most recent charge3 update.  every sync has resulted in the steps on the tracker being lost and reset to some smaller # that ends up on the dashboard. Everyday is the same, tracker has xx steps and during sync it gets reset to a lower number.  Sunday did a sync 3 times, after each time the tracker vibrated/showed over 10k steps and each sync resulted in having the tracker reset to something less then 10k (reason the tracker celebrated hitting10k 3 times in 1 day!)

No idea if related but # of floors is now also very wrong (but does NOT get reset when syncing)  While today's sync went from 10K+ steps on the tracker to 5719, it shows 40 floors! 

At least sleep tracking seems to still work. I may go to only wearing at night and avoid the inconsistent step tracking....

[MarreFitbit]

Welcome to the Community Forums @roch321! Thanks so much for bringing this to my attention and for the details provided about your Charge 3's behavior after the last firmware update.

The time on your tracker will show wrong if it hasn't synced lately. So, I'd recommend trying the steps provided in the help article: Why won't my Fitbit device sync?

If your Charge is still having difficulties to sync after following the troubleshooting steps, please go to the Bluetooth settings on your phone and remove the tracker. In the list of Bluetooth devices you'll see the Charge 3 and next to it, this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device" or "Unpair".

Once you've made sure about that, go back to the Fitbit app, go to the "Account" option in the upper right corner and select "Set up a Device". This should start the setup process for your device. 

In regards to the steps and floors not being tracked correctly, I'd recommend to check: How accurate are Fitbit devices?

Keep me posted, I'll be around.

[roch321]

The tracker syncs regularly, as in multiple times a day.  Dashboard is running on Microsoft desktop.

Do not care about floors but consider just removing that metric if it is going to be worthless. I mentioned it because the floors being very wrong and the steps being lost on sync both seem to have started with the firmware update to 28.20001.60.39

These are pictures from the 3rd attempt to sync/capture the tracker reaching 10k steps on Monday

tracker and dashboard before sync (3rd time of the day where tracker was 10K+ but sync reset to a lower value)

after sync

[MarreFitbit]

Hello @roch321, thanks for coming back and providing the pictures showing what's happening. 

I'd recommend trying what I suggested here about removing your Charge 3 from the Bluetooth settings and pair it again. Before doing so, please manually reboot your device. From the clock face, swipe to Settings and tap Reboot Device. 

Give this a go and let me know if the issue persists. 

[roch321]

removing, repairing and rebooting has not improved the behavior.

Today's test after remove, repair, reboot in AM:

tracker showed 20549

sync : app and tracker reset to 10507

Hope you can solve this for others

I am done both with pursuing this and using my fitbit.

Thank you

[Smiffie]

I returned the Fitbit to the shop for a refund. It was not fit for purpose.
It should work properly right out of the box. The person at the shop said a
few had been returned for the same reason.

[MarreFitbit]

Hello @roch321, thanks for coming back and letting me know the outcome of the steps I've suggested. 

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!

Hey there @Smiffie! I'm sorry to hear you go. Thank you for the thorough feedback for the Fitbit environment and devices. This has not gone unnoticed and be sure that I will pass this along.

Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

I'll be around if there's anything else I may do to assist you in the meantime. 

[mlsmall]

Hi, I am having the same issue as @roch321.  Since the latest updated whenever I sync I loose steps.  Having rebooted and removed the Bluetooth it tells me I have done 11431 steps so far today which is about right.  However once I sync this it takes me back to 6174 steps.  Help!!!

[Smiffie]

Hi

I gave up and took the Fitbit back to the shop.

The whole point of the Fitbit is to track steps. It should work reliably
right out of the box.

Sorry I can’t be more helpful

Andrea

[mlsmall]

Thanks for reply, looks like I will have to do the same.  All due to a software upgrade that was to fix bugs, and now fails to track steps!!!! 

[Steve930]

I just bought the Fitbit charge 3 and have the same issues. It constantly loses steps when it syncs. I’ve done all the “fixes” and nothing works. I’ve also gone up 2 flights of stairs and had it register 16 flights. 

based on all the comments here, it has to be a firmware issue. 

[Meerie]

Same thing happening here! I can’t return to the shop as I received it through bt. Any ideas?! Have tried restarting and disconnecting from the Bluetooth as you suggested

[Steve930]

I partially resolved mine. I disconnected it entirely and the reconnected. It keeps the steps ok now but still registers 5 flights of stairs for every one I go up. 

[Newme2020]

I am having difficulty with lost miles on my Charge 3 today also. I was over 8000 miles and I lost 3000 miles when I added some activities for the day.  Restarting the phone, restarting the Fitbit, and logging off and back on the app did not help.  Can you assist me?  I'm tracking for a challenge.

Thanks!

[DooDahDay5]

 noticed this original post was a year ago but I am having same issue today and yesterday. I met my goal both days and now the total steps have dropped 2k. I can reboot my charge 3 and it will show correct step count but as soon as it syncs with phone or iPad it drops again. 

requesting a FIX for this. I work too hard for those steps every day only to lose them on the app.

HELP!

[roch321]

approaching a year since the problem was reported so I decided to try again.  added my charge 3, made sure firmware was updated ... and almost a year after the problem was reported, I still loose steps while syncing.  Gave it a week, and when syncing with more than 10k steps (easy to recognize with charge 3 vibrating when 10k met) every day the sync ended up reseting to some number under 10k (today 6498 on the second sync/second time having 10k steps on the fitbit)

Using the charge3 for step counting  (and stairs but that is less relevant) is as worthless as it was a year ago.  Suggestion to everyone is use another tracker!

[Lesleyattheloch]

Mine has just started doing the same- I’ve tried all the fixes and nothing works- every time I sync I lose more steps/ it’s really frustrating as I’ve been using Fitbits for 5 years now and like them. The whole point is to record steps so will have to start over with another brand.

[Newme2020]

If I avoid entering any activities and just settle on steps, I don’t seem to lose them. It’s very peculiar and frustrating!

Sent from my iPhone