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

[rafracassa]

I now have this problem after almost 3 years of having my Charge 3.  I call Customer Service and they do not listen and say "this is unique."  Clearly it is not "unique".  Now I see this Community and it has been nearly ONE YEAR since the Moderator has replied.  If this doesn't get resolved, I will not waste money and take a risk with FitBit on my replacement.

[mlsmall]

I contacted Fitbit yesterday as still having the same problem to be told it was an issue with the App and I should look out for App updates.  Ridiculous.  I am now looking at an alternative as whats the point in having a device that counts steps that can't count them!  The automated responses on the live chat didn't seem to care so I don't care taking custom elsewhere.  Fitbit shoudl monitor these posts and see how upset customers are with lack of support.

[Sylass]

I have the same problem. I updated the application and I still lose steps. Help.

[Lu2105]

Having same problem every time I sync I lose thousands of steps..

[Leeker]

MarreFitbit - so is this the solution for steps counting on the Fitbit but when you sync with the app they initially are correct but when sync completes the number drops?  I called in and they said this is a known issue and being worked on at the highest level of support.  I am in a company wide contest right now.  I have turned off my bluetooth on my phone to not sync so when a fix is implemented

[Laws19]

Hi 

im having the same issues, loosing steps everytime i sync and floors 

does anyone have a fix I have tired all the suggested 

[Leeker]

MarreFitbit - so is this the solution for steps counting on the Fitbit but when you sync with the app they initially are correct but when sync completes the number drops?  I called in and they said this is a known issue and being worked on at the highest level of support.  I am in a company wide contest right now.  I have turned off my bluetooth on my phone to not sync so when a fix is implemented

[rafracassa]

No. I went through a lot of time and steps with FitBit online Chat and it
clearly appears to me my 3.5 year old Charge 3 and it is not working
correctly. I'm pretty certain it was a broken FitBit. They did give me a
25% off coupon for a new one.

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Moderator edit: personal info removed

[HiroSan]

I have been going out of my mind the past few days, today I CAUGHT the fitbit resetting my steps.

I am losing a big contest at work because of this. I need to get my counter working. What is going on here?

I am using a FITBIT 3 Charge, I have done all the RESETTING/ REPAIRING/UPDATING OF APP/RE PAIR EVERYTHING. I am no tech noob.

Something is wrong how can I get an older version of the firmware?

[Leeker]

An App update came out yesterday - has anyone checked to see if it takes care of the issue.

[Laws19]

Lol same I’m in a tournament with my friends and it’s loosing me steps I need

I spoke to Fitbit on live chat they said the issues has been happening last two days and a specialist team is trying to fix it, in the mean time I’m doing double steps lol

Sent from my iPhone

[rafracassa]

Well, there are so many complaining about this online I may have been duped
into buying a new Charge 3. *First*, mine was getting progressively
worse. *Second*, mine was more than 3 years old.

Chatting online service was much better than the 2 previous calls to
customer service. We spent about an hour on the chat working on the
issue. Even though 1) the Charge 3 was accurately counting the steps, and
2) FitBit database was accurate, but 3) upon syncing I would see steps on
my Charge decline significantly (e.g. 2,750 to 838).

Hope that helps.

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Moderator edit: personal info removed

[BAUBRY]

Just bought a charge 3 opened the package put it on and it’s deducting steps as others has posted about. Guess I’ll be returning it tomorrow. 

[tiedyejohn]

I lost over 5000 steps yesterday and 4000 today. I'm in a contest at work too. I'm pissed because this happened last year too.

[BAUBRY]

I returned it and bought a cheap $70 inspire brought it home and it works great.

Sent from IPHONE
BETH

[BAUBRY]

I would go in and add them manually if you know how many you have taken. 

[Adwh7a]

When you add steps manually, they do not count in challenges, do they?

[Eblay7]

Absolutely!  I have had my Fitbit Charge 3 for 14 months and I just started losing steps 2 weeks ago.  A phone call to CS told me it was my phone.  🤦‍:female_sign: .  Also after reading these comments, this problem has been going on with various Fitbit trackers for over 2 years!!  I am pretty disgusted with their lack of concern as it is obviously an app problem.   There are hundreds of other trackers out there and if this isn’t dealt with soon I have no problem switching companies!

[Eblay7]

I haven’t received an update.   This needs to be fixed pronto.  So ridiculous!!

[JulieSullivan]

I'm having this issue too. Very frustrating. I have only had my Charge 3 for 8 months! I am in both work and friend challenges. Losing step counts is not good.