Charge 3 steps information inaccurate

[Heidi1620]

I have had a Charge 3 since Christmas of 2018. Worked great, no issues and accuracy was fine. 3 weeks ago, my original Charge 3 died and I ended up getting a new one sent to me. Coincidentally, once I got my new Fitbit, there was an update and I did that. I have been wearing it as usual (GPS on, stride set, correct arm etc). The same settings as before.

Today I noticed my steps to be very under calculated, like my mileage was about 2 miles off. My husband has a Versa 2 and the hike we went on and basically our whole day was same activity wise. I understand some variation, but my I logged about 5.75 miles for the day and he did about 7.75. I did some “testing” and noted that a lot of my steps were even being picked up, unless I moved my arm very drastically.

This was never an issue before. Very disappointed. Any suggestions about getting this issue fixed? I fee like either this Fitbit is faulty or the update caused an issue. Help!

Moderator edit: subject for clarity

[AlejandraFitbit]

Welcome to the Community, @Heidi1620.

I understand how are you feeling and appreciate all the efforts in trying to fix 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. 🙂