Charge 3 steps information inaccurate

[NathyBrand]

Hello all, I've been using my Fitbit Charge 3 for almost 2 months and recently it has stopped properly recording my steps.

I looked into the possible solutions on this forum and tried various suggested fixes (restart the device after pressing 20 seconds while charging etc), but they only seem to work temporarily. A day or two later my Fitbit goes back to inaccurately registering my steps again.

Has anyone else had this issue and did you find a permanent solution that sticks? Or am I forced to fix the issue every morning to keep my tracking accurate? Appreciate any suggestions or help you guys can provide.

Thanks!

Moderator edit: subject for clarity

[AlejandraFitbit]

Welcome to the Community, @NathyBrand.

Thanks for troubleshooting this accuracy issue. For tips about improving accuracy, I recommend checking the help article: How accurate are Fitbit devices?.

Several things can affect the number of steps your Fitbit device records, including where you place the device, if you wear it on your dominant or non-dominant hand, and your stride length. If you're pushing a stroller or shopping cart, try putting your device in your pocket or use GPS to record your activity, if possible.

If it still seems like your device is undercounting or overcounting steps, try a step test. While you perform your step test, make sure you:

-Walk at a normal pace

-Don’t hold anything in your hands

-Put your arms down at your sides, swinging naturally

-Count 1 step for each foot

-To avoid getting an additional step when you bring your feet together, after you reach 100 steps:

1. Freeze in a split-stance. 
2. Move your hand up gently to check the step count on your device.  

Here’s the step test:

1. Restart your Fitbit device. For instructions, check the help article: How do I restart my Fitbit device?.
2. Put your device on your wrist.
3. Walk 100 steps, making sure to count a step each time one of your feet touches the ground.
4. Pause, then check your device to see your step count, and write down the number of steps you took and the number of steps your device counted. 
5. Perform the test 2 more times, walking 100 steps 3 different times. Each time, write down the number of steps you took and the number your device counted. 
6. Add the number of steps over or under that your device counted for all 3 tests. If your device counted 30 more or 30 fewer than the 300 steps you took, please let us know.

Let me know the outcome. 🙂

[NathyBrand]

Hello Alejandra,

I rebooted my fitbit yesterday morning since it was not counting at all my steps. Today, I decided to write down the results from the test you recommended.

Results: 

Out of 300 steps, fitbit counted 255. Which means there were 45 steps not counted. 

For a some times, fitbit counts my steps with good accuracy but there can be several minutes that it stops counting. 

In addition, I have my phone counting my steps as well while I do my morning walks and there is a difference of 1000 steps or more after an hour. 

These problems started a week ago and I have been using my fitbit almost 2 months now. 

I might have rebooted my device more than 10 times now and the problem persists. 

Thank you for your help.

[AlejandraFitbit]

Thanks for the update, @NathyBrand.

I've gone ahead and escalated your case to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

In the meantime, let me know if you need anything else. 🙂

[NathyBrand]

Thank you very much for your help!

[AlejandraFitbit]

You are welcome, @NathyBrand. If there is anything else we can help you with, do not hesitate to post it.

Keep the stepping up! 😊