Charge 3 steps don't match with challenges

[Lalahoov]

My charge 3 shows 400 steps but the steps in the challenge only show 94? 

I’ve never had this issue where the information doesn’t match until this week. Please help please

Moderator edit: updated subject for clarity and format

[wmchapman]

Sometimes one server takes a while to talk to another @Lalahoov , should match up as the day passes. Go with your real time figure, keep moving and sync'ing.

Have a great Saturday.

[ldwolvesfan]

I’m having a similar issue except mine is showing exactly 1/2 of whatever my actual steps are. It’s been going on for a couple weeks now. It’s only in the group challenges though. When I do the individual ones my steps are correct. I hope someone has an answer or fix for this. 

[LizzyFitbit]

Hi @Lalahoov and @ldwolvesfan, welcome on board! @wmchapman, thanks for stopping by.

@Lalahoov, I'm sorry for the delay in my response and thanks for letting me know that this didn't happen before. @ldwolvesfan, I appreciate you for sharing that this affects your group and not the individual challenges.

As @wmchapman mentioned, sometimes it takes a little longer to sync all your steps so they can match in your device and challenge. I'd suggest to wait around 15 minutes after syncing to see if your challenge updates. Also, let me share that there are other factors that may affect your overall steps count:

1. You've manually logged an activity, which doesn't count toward challenges; only steps recorded by your device.

2. You used MobileRun or a third party app instead of the actual device.

3. All challenge participants are not in the same time zone.

4. There is a pending update for either your device or the Fitbit app in your phone.

If these factors don't apply to your device, please try the following:

1. Force quit the Fitbit app.

2. Restart your device.

3. Open the Fitbit app and sync your device.

4. Tap on the device's icon and make sure the "All day sync" option is enabled.

I'll be around, so let me know the outcome.

[ldwolvesfan]

Hi, 

It's actually getting worse in my challenges. I've tried all the steps you've mentioned. Now it's down to only recording 10% of my steps. For example, when I reach 9,000 steps it will show that I've reached 900 steps in the challenge. Again, this is only with challenges that involve others and is every week. My individual challenges are fine. At the end of each week it looks like I've only taken very few steps each week so I always come in last place. 

[LizzyFitbit]

Hi @ldwolvesfan, I'm glad to hear from you again.

Thanks for getting back confirming to have tried the suggested steps. Since you've noticed the discrepancy only with the group challenges, may I know if all challenge participants are in the same time zone?

I look forward to your reply.

[ldwolvesfan]

They are not. I have a 2 hour time difference (I'm CST and they're MST) but over the course of a week I wouldn't think there would be that big of a difference in steps. I don't do that many steps in one hour. This was never an issue in the past. I've been doing group challenges with this group for a couple years now and this has just become an issue in the past month plus and when I changed to my Charge 3. It wasn't an issue with my Fitbit One. It ends up showing I've done under 20,000 steps in a week during our challenges. 

Thanks!

[LizzyFitbit]

Hi @ldwolvesfan, it's nice to hear from you.

Thanks for sharing more details about this situation. While I understand that this didn't happen before, let me explain that for group challenges we recommend all the participants to be in the same time zone, so the Fitbit app can be able to add your steps to the challenge based in your time. However, if you're in a different time zone than the owner, the leaderboard stats will not match your dashboard stats.

I'll be around if you need anything else.

[ccarpenter]

I’m having the same problem. Today the steps on my dashboard are 8000+ while in my challenge group it’s only 3000+. All participants are in the same time zone. This problem started happening after the latest update. I tried deleting the Fitbit app and reinstalled it but it didn’t help

[vee]

Yes,  a 2 hr difference at midnight wouldn't change much unless you are a night worker. (And aren't Central and Mountain only one hour apart?) 

Another moderator said there is a known issue with challenges with time zones differences. Your issue sounds extreme, mine is just that they take off too many steps for the midnight to 3 AM time, when I am in a challenge that starts at 3 AM my time.   And the difference grows through the week. Fitbit knows there is an issue but is not addressing is, as they confirmed it in Dec 2017. 

[vee]

CCarpenter, when was the last update? My Fitbit did something screwy today, gave me 10000 extra steps but then removed them! My walk didn't get properly charted either, the HR kept dropping off and it looks like I was inactive during parts of the hard, hilly walk!  Anyway, you probably know this, but did you log an activity? Logged activity steps aren't added to challenges. 

[ccarpenter]

I didn’t log an activity but it happens when I’m the most active . The last update was like a week or so ago 

[LizzyFitbit]

Hi @ccarpenter, welcome to the Community Forums. @vee, it's nice to see you around. I'm sorry for the delay in my reply.

Thanks a million for confirming the information from my previous post, as well for the troubleshooting steps that you've tried. Our team has received feedback about this situation which has affected some of our members. While there isn't a specific time frame, our team will keep investigating and working until this is resolved. I appreciate your patience and let me know if you need anything else.

See you around.

[ldwolvesfan]

It's been a year now and it's still an issue when I'm in challenges with people from another timezone (just 2 hour difference). My steps are way off in the challenge than what they are recording on my device. For example, last weekend I was in a challenge and according to the challenge I only logged 7,840 steps (I sync on a very regular basis) but for the weekend I actually logged 41,176 steps according to my tracker. I never had this issue prior to a spring of 2019. I was always able to be in challenges with these same people and have my everything work, we'd just be 2 hours off. 

Please fix this! 

Thank you!