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

[Eblay7]

Today is the first day that I haven’t lost any steps. I too have lost 5,000 plus steps each day. If they are just going to put a bandaid on it then this is going to continue to happen. If some are seeing their true steps by logging into their dashboard why are they not showing up on my phone?? I, like others are missing a heck of a lot of steps. Trackers Re to be used as a motivator for one, so not having that is very discouraging for some.
Please get this fixed Fitbit!!

Sent from my iPad

[jsmiller]

My steps are gone for June 7-10.  Totals for 11 and 12 are there, but the details are gone, that’s why I think it is a workaround.

[Hobo_MI]

The way I fixed it was to remove the app and reinstall.  And say yes to allowing everything.

Then I went to my phones settings, and did the same.  Apparently the newer Android requires this. Seems to work fine now.

I also allow it to always be active.

I wish I could give you the exact words etc. but I just followed the instructions.  Clicked to let the little circles fill in and then had read that you needed to go to the settings, apps, fitbit and do the same if was previously installed.

Hope that helps, and hope it keeps working for me too 🙂

[Blamy]

Well I can only give it a try! Thanks for the help!

From my iPhone

[Hobo_MI]

One other thing I just remembered.  After I did all of that.  I went back to the app, clicked on my image and went to the device and clicked on it.  It said something about have to allow it to connect.  I clicked that also.  Then everything worked.

still working

[jsmiller]

I think the reason it is “working” has less to do with what you have done and more to do with Fitbit working on fixing this...  I haven’t done anything and my step count is no longer being lost...  But the online dashboard does not show the detailed steps as in times before, but at least the total counts remain.  Hopefully Fitbit will once and for all fix this problem, but I am not confident as this has been a recurring problem over the last couple of years...

[roch321]

While my fitbit is a reminder of a bad purchase and a customer 'service' example that puts companies out of business, for people that are still trying to use (group competitions should not allow 'hand' entering info, and stair counts --wow!)

Another --possible-- workaround:

• only manually sync (shut off all automation)
• manually sync in the morning when there are few steps/no concern even if steps are lost.
• while current day may lose steps, all previous days -seemed- to keep the steps they had.  At least I did not notice previous days steps being changed but, having given up on fitbit, I did not track closely.

[mlsmall]

I have deleted the app and reinstalled and downloaded another app to track exercise (as I think adding exercise is half the issue) lets see what this week brings! Have resorted to not syncing all day, taking picture of watch then syncing at end of day to see if I loose steps. Disgusting we have to do this and customer services are not more responsive!

[Blamy]

Doesn’t seem as if they care one way or the other! I guess as long as you buy it that’s the end of their responsibility! When word gets around that they let this go on so long they will lose customers!

From my iPhone

[rafracassa]

I purchased a G~ product and using both until the competition I'm in ends
next week. My recent experience with FB Cust. Serv. was so bad I'll most
likely return the one just purchased and make the leap.

[Eblay7]

That’s a lot of extra work for a product that is supposed to do it for you. I am on my 2nd day of not losing any steps so we will see. When this one dies, my next tracker will not be a Fitbit.

Sent from my iPad

[Blamy]

Got that right!

From my iPhone

[MarreFitbit]

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.