Charge 3 tracks too many steps

[painterfam]

I've been a fitbit user since the very first one and they've always been a clip on to my waist/hip area.  Now I have the Charge3 on my wrist (non-dominant).  Im seeing 5-7000 more steps a day.. Im assuming because of arm movements. . is there anyway to adjust this?  its thorwing off my food logging and calorie intake suggestions. .   I know I'll get used to it . .but for now its driving me crazy.. although impressive to hit near 18000 steps every day!

Moderator edit: subject for clarity

[cyclemenow]

@Heather-S, just because you chose not to believe me, does not make my point invalid or unclear.  There IS a problem, and it isn't just ghost steps.  Saying that you believe the step counts you get doesn't make mine any less inaccurate.  And yes, I've been through the same issues with Fitbit support, they also choose not to believe that there is indeed a problem.  I only have a lamp on my nightstand, and it was turned off in case the next claim is that electricity flowing through wires magically makes steps appear.  

The facts and data don't lie.  I can't speak to the Versa, but the Fitbit One, Alta, and Charge HR don't suffer from the same issues as the Charge 3.  

[cyclemenow]

@GraceGFitbit, thank you for responding.  I've heard the company line on this many times, but the experience in the wild is just not the same.  It just isn't credible until you (Fitbit) take action to fix the problems with the Charge 3.  The fix is not to try to explain them away as if we (users and customers) don't use these devices every day.  They are extremely personal to us, and part of our daily lives.  After wearing a tracker for a long time I can tell the difference between a 9k step day and a 17k step day.  Unfortunately, the Charge 3 cannot.  Please spend your energy finding a solution to the problem instead of trying to convince me and others that there is no problem.  

[GraceGFitbit]

Thank you for getting back to us @cyclemenow. I greatly appreciate your feedback, it is always useful. My apologies for the inconveniences you experienced with the Fitbit products and I thank you for the time you took to share your thoughts with us.

I hope to see you chatting around the Forums. If you have any further questions, please let me know!

[painterfam]

After using my new Charge 3 for 6 weeks, I think my 'step descrepancy' is different .. Im NOT seeing phantom steps ..just a big difference between wearing the Fitbit One on my hip and the charge on my wrist .. my hand moves more .. Im 'ok' with it now . .I just have to figure out how to adjust for it in calorie burn and such because Im not really moving any 'more'.  All in all Im very pleased with the 3!

[GraceGFitbit]

Thanks for reaching out and sharing your experience @painterfam. 

About your calories, the personal information you’re asked during setup is used to calculate your basal metabolic rate (BMR), which helps determine your estimated calories burned. Your Fitbit also calculates calories just by being alive, even when you're sleeping and those are your BMR. So even in the morning when you haven't wear your tracker, you'll still see calories burn but they're not going to be a huge amount. To learn more about it check this article how does Fitbit estimate how many calories you've burned. 

If you have any further questions, please let me know!

[painterfam]

Right, I understand how it’s all set up, but all that information is the same as when I was using my ‘one’. More steps equals more calories seemingly burned, but I’m not really moving more. It’s a learning process and I’ll figure it out!

[lenny4d]

@painterfam

>> just a big difference between wearing the Fitbit One on my hip and the charge on my wrist .. my hand moves more ..

What do you cal a big difference? 1000's of steps? 100%?

In all cases, the very best you can do is a calibration-check on your devices. Effectively, check and note the step count for each at one point, then walk over flat terrain/sidewalks, for say 200-500 steps (count manually), and compare with the end step count for each. A few steps difference between manual count and each device is to be expected. Try it out and share what you get!

Moderator edit: Format.

[painterfam]

Between my Fitbit One on my hip and my Charge 3 on my wrist about 4000 more per day.  .HOWEVER, if I count the steps wearing my '3' . its accurate ..I even clipped the ONE to my 3 for about an hour and they matched .. so Im not getting 'phantom steps'.  .I think just more movements

[GraceGFitbit]

Thank you for reaching out @painterfam and @lenny4d. 

Fitbit devices that track your heart rate do a better job recording your data for example when the activity you're doing is more strenuous than regular walking. Your device will provide accurate calorie burn readings during these types of exercise by analyzing your heart rate trends over the course of the workout.

I'll be around if you need anything else. Have a nice weekend! 

[painterfam]

Wow!  I didn’t even 5ink about the heart rate factor.  Thanks!

[GraceGFitbit]

Thank you for your kind reply @painterfam.

We thank you for be part of the Fitbit family, customer's satisfaction remains our number one goal.

If you have additional questions please don't hesitate,  it is always a total pleasure to help you.

[risort]

I got a new Charge 3 and it is counting more steps than my One (7529 on One and 9389 on Charge 3). Also, after sync it changes the steps to match the One even though the Charge 3 is set as my primary device. In the past I had bought a wristband for my One and found it counted much higher than when on my core so I couldn't use it. Could this be the same problem?

[Seagu77]

I have written a separate post but it is somewhere deep in the threads. 

Lots of Fitbit Charge 3 devices count way too many steps during NON-WALKING periods. And it is completely different with Alta HR, for example, which does not have such a problem. 

Something is obviously wrong with my Charge 3, it can not difference between walking and non-walking at all. Mine counts 6000+ excess steps. If the problem is not solved, the tracker is just useless.  I think we, who experiencing way too many steps, need a clear answer.

1. Do all Charge 3 devices do it or only some of them? Should we replace for the correct devices?

2. Is it hardware or software problem? Should we all just return them?

3. If it is a software, when we will recieve an update?

I expect Fitbit team finally do something. And stopping Amazon for bad comments is not really nice. I bought it via Amazon and still wait when mine will be published.

[GraceGFitbit]

Nice to see that you're digging into the Fitbit Forums @risort, let me give you a warm Welcome to our Community. Thanks @Seagu77 for participating in this conversation too. 

@risort, I would like to know if you already checked my previous answers? This one in particular explains why the differences in data between a Fitbit One and a Charge 3. 

@Seagu77 I'm sorry to hear that you are experiencing this situation with your Charge 3. About the discrepancy you're seeing between your Alta HR and your Charge 3. The algorithms used in both devices are the same, so you should see no more than a standard 4% variation between the two. It's possible to get different readings if the trackers are worn in different locations (dominant vs non-dominant wrist). We recommend reviewing the accuracy information provided on our help site at How accurate are Fitbit devices?

However, if you haven't already done so, I recommend to restart your Charge 3 following the instructions below:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button on your tracker for 8 seconds. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.

I hope this helps, keep me posted!

[Seagu77]

I have Charge 3, not Ionic, and I have done all suggested steps several times, and I wear it on non-dominant hand, while setting as if it were dominant.  It does not help! I would be happy to have 4% discrepancy,  but in reality my counts are twice as much as Alta's. Apparently algorithms works diffetwntly. It would be good to recieve real solution instead of standard copy-paste reply.

[GraceGFitbit]

Thank you for reaching out and for troubleshooting this issue with us @Seagu77.

I'm sorry to hear that the accuracy differences persist. I opened a case for you with our Customer Service, they will be contacting you via email very soon. 

If you have any further questions, please let me know!

[PDXSeth]

So, I figured it out. Turn GPS off on the Fitbit. From the front screen:

1) Swipe left..

2) Select exercise.

3) Swipe down.

4) Turn GPS off. Now, it should count accurately.

This won't work for everyone, since some of you use ONLY your Fitbit when you go for a run. I use my phone and a running app, so this works perfectly. I use the GPS on my phone, so I don't need Fitbit's GPS. 

As far as I can tell, my steps have been very accurate since I turned GPS off on the Fitbit.

[Seagu77]

@PDXSeth, many thanks for suggestion!  I see that turning GPS off disables autodetermination of runs. I have already switched off auto runs because have seen that recommendation at the forum, but it did not help. May be full disabling of the function will change something. Will try for 2-3 days.  Thank you again

[Seagu77]

Well, for the first day switching GPS off did  not help. E.g. we with my spouse spent 2 hr watching TV. His Alta counted about 10-15 steps, my Charge 3 counted 450 steps for the same sitting at the coach and doing nothing. And I am at 5000 by the evening vs. his 1000. Very easy to bit him, ha-ha. Will continue compare tomorrow.  

I have read that many new Fitbit products had lot of bugs which were solved later on. I have missed the return window and I an not in the US.  My Charge  3 does not go black, it syncs, does not switch off suddenly and tracks sleep. It is just completely wrong in counting steps and floors. And I have not checked swimming and waterproof yet. I wonder, with the previous models were there changes in firmware  or hardware? Could I put it in the drawer and wait half a year and then update it with solution or will I have to throw it away? 

[GraceGFitbit]

How are you doing @PDXSeth and @Seagu77? @PDXSeth thanks for joining this family and for share your experience with your Fitbit. I hope you like what find here!

@Seagu77, by checking with our support, I confirmed that your case still open. In this case the best is to continue the assistance with them.

Let me know if you have any other question or comments.