Charge 4 stopped tracking my floors

[Julieslys]

My charge 4 is not tracking floors, it is tracking my steps, and everything else except floors. Can anybody help? I did do a reboot and that did not help at all.  The only change is I got an iPhone 13 max and when I synced it with my Fitbit the floors were not calculating.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Julieslys. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Charge 4 before reaching out. I understand where your concern is coming from. 

I've seen you contacted our Support Team after posting here and they've already assisted you with this matter. If you still need help, please feel free to contact our team again so they can offer further assistance. 

[gillg77]

Can you advise what the fix was as I have the same issue 

[Julieslys]

I remove the app from my phone, then I download it again. On my actual Fitbit I went to settings then I went to about, and then I went to clear my data, that’s what did it for me. I hope this helps you😊

Sent from my iPhone

[poruatokin]

Julieslys,

Would you mind clarifying something please.  In your original post you mentioned your charge 4 is not tracking floors, so were advised to reload the app and delete data.

Question - Were the floors being tracked okay on the charge 4 itself, but then the data didn't sync across to the phone? or was it something different?

Reason is, I have had multiple unsolved problems (not identical) with my charge 4 and I'm trying to imagine how reloading the phone app would cure any problem with data being recorded on the charge 4 before syncing takes place.

[Julieslys]

I have not used my Fitbit in quite some time and I had purchased a new iPhone 13 Pro Max. I charge my Fitbit I put it on I realized it was not calculating the floors. I uninstalled the app I reinstalled the app I cleared all the data from my Fitbit and the floors just started working. I have no explanation as to why that worked for my particular situation, but it did.

Sent from my iPhone

[poruatokin]

Sorry, but that still didn't clarify the point.  Let me re-phrase the question.

1. The Fitbit counts floors and it displays them on the Fitbit with the data being cleared and refreshed every day.  This has nothing to do with phone connectivity.

2. When you sync with your phone, that data is transferred to your phone app and recorded there.

So, were you having a problem with item 1 or item 2?

[Julieslys]

My Fitbit was calculating steps but it showed zero on floors

Sent from my iPhone