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

[Blamy]

You would Be much further ahead and not making your customers mad if you would pass this problem over to your techs instead of B/S’ing us with the poor attempts to fix this! We buy Fitbit’s to track steps etc not to have problems like this where it goes negative every time you sync but hey good news you gained 1200 stairs! 

[shadykay]

If there was an update, it didn't work for me.  I lost steps yesterday (Wed) and today. I've recharged my old Fitbit One - it's not connected anywhere, and is just acting as a pedometer.  The Charge3 can't even do that simple task without messing up. 

Re the update:  Can I get a REVERT????

[rafracassa]

I am nervous about the new one I'm getting. I've started looking into
alternatives because the customer service at FitBit the company is going to
be on a very short leash with me! I'll drop them fast this time.

Moderator Edit: Personal info removed

[Blamy]

Seems as the bigger they get the less they care about their product and their customers!

From my iPhone

[tiedyejohn]

Seems that way.  I was able to manually enter my steps today by accessing my account on my computer.  Last year they had this same problem and eventually they fixed it, but it's frustrating to keep having this issue. 

Sent from Yahoo Mail on Android

[shadykay]

Can you cancel that order for the new Charge 3?  You might as well - because it's going to have the same problems as your current Charge 3. 

[MarreFitbit · Accepted solution]

Fitbit Update: 6/15

Hi everyone!

Just wanted to let you know that this issue should be now solved. I'm now going to close this thread from further comments. If you're experiencing any syncing difficulties with your device, please post a new topic to report or contact our Support team for more options. 

Thanks for your help and understanding.

Fitbit Update: 6/10

 Hi everyone! 

Thanks for letting us know about this issue and for all the information you've provided. We’re currently working to resolve it and hope to have it fixed in the next few days. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution. 

Important: The steps or any other data that was lost during this time of the ongoing issue, will not return. If you remember the exact amount of steps or the name of the activity you performed, you can try manually logging the activity. For more information, see: Can I add an activity manually to my Fitbit account?

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.

[rafracassa]

That may be the way to go. What are people replacing it with?

Moderator Edit: Personal info removed

[Leeker]

@MarreFitbit 

MarreFitbit - how will we be told the issue has been fixed?  I have disabled Bluetooth on my phone so it will not prompt the Fitbit app to sync and lose steps.

[Eblay7]

If you ordered a new one due to this problem, I would definitely cancel as it is an app problem. And it is not only happening with the Charge 3.  I’ve read a few posts from people with other Fitbit trackers.  So annoying!!

[terencewong85]

Hi, @MarreFitbit , this problem was first reported in April 2019. Can you let us know what is changing this time to solve the issue so you can at least restore some confidence that this problem WILL be fixed?

[Blamy]

Every time I sync it will show the steps then within a second it will reshow the steps but at a lower value and sometimes show a couple of stairs for good measure. Then if you immediately rest can it will go to a lower value of steps! Your kidding right? You’ve known about this problem for over a year and haven’t been able to fix it?????? Can’t say I have much faith in Fitbit to resolve this issue!

From my iPhone

[rafracassa]

Yeah, my confidence is waning. When searching "losing steps" under their
"Community" website, I believe there were more than 1,000 results. I don't
know they were all with the Charge 3, but a significant number were.


Moderator Edit: Personal info removed

[Eblay7]

I actually seen some posts dating back to February 2018 about this problem. Not necessarily for the Charge 3 but various other Fitbits.

Sent from my iPad

[Blamy]

Amazing! It’s like a primer on how to lose business and destroy your company!

Sent from my iPad

[rafracassa]

I think I'm going to cancel my replacement and try the Garmin. They are a
little more, but reviews seem to make it worth the money.

--

Moderator Edit: Personal info removed

[Blamy]

Not a bad idea at all!

[jsmiller]

This problem also has been occurring this week (and previously) with the Fitbit Ionic.  I lost 5000 or so steps on each day June 7, June 8, June 9, June 10 when my app did a synch with my Ionic after a workout.

An interesting thing happened on June 11.  I lost 5000 or so steps again...  then later in the day the steps reappeared on my Ionic.  I looked online at my dashboard (I did not open the app, though it is running in the background) and the steps for June 11 are also on the dashboard.  I looked on June 12 and the step count was also still correct.  I HAVE NOT done a synch with the app for fear that will nuke the steps again.  

A hint that this problem is actually NOT resolved fully is that when I look at the step details chart in the online dashboard I do not see the the detailed steps vs time being correct, instead it looks like whole workouts are missed on June 11th and 12th (and 7-10th).  When I look at the dashboard for dates before this problem recently reappeared I see the correct step rates logged.  

Maybe they have a temporary workaround in place that prevents the total steps from being lost even if their database of actual steps taken in any particular time window is broken...  I don’t know.

I will end by expressing the same frustration as others.  This is a problem that has been around a long time - Fitbit should fix it. 

[tiedyejohn]

What I've been doing is to go into the account online and manually putting in my exercise and it automatically adjusts my steps and within a few minutes,  it adjusts on my fitbit and in the app on my phone abs I don't lose my steps

Sent from Yahoo Mail on Android

[jsmiller]

I might try it!  But, let’s face it, having to do this kind of thing is pretty silly.