Charge HR not counting all of my steps

[gpsoph]

My mom and I just got a Fitbit Charge HR a couple days ago. My mom was trying to get some more steps in and when she went to see how many steps she had, she saw it wasn't registering any of her steps. I restarted her fitbit a few times, but it didn't help. She tried to walk with it, run with it, jog with it, and then she did each of those things in place, but it still wouldn't register her steps. It didn't completely not work though. The number of steps she had would occasionally just jump up about 10 or so even though the number it jumped up by was still way lower than how many steps she did. I tried mine and it was working just fine. I had her try mine on. When she did, mine didn't work on her either. I put it back on and it started to not work on me doing the same thing as what happened to my mom's. I doubt it had anything to do with my mom putting it on, would it? Now both of our fitbits are doing the thing where the number just randomly jumps up or doesn't even track our steps. It never started doing this until last night. Should we try to return them and get new ones? It just seems weird that they both did that last night and are still the same this morning. Please help. We both loved our fitbits and want them to work again.

[HelenaFitbit]

Welcome to the forums @gpsoph! I have to say, this is not a normal behavior for the trackers. 

If you have already restarted both trackers and updated their Firmware; the best option is to reach out to our Customer Support team so they can take a closer look into your accounts. Please make sure to provide both email addresses (yours and your mother's) and let them know the troubleshooting steps you've done prior to contact them. 

Let me know if you have any questions, good luck!

[raelizgl]

Hi! I am having the same problem as @gpsoph and I have talked to two different Fitbit customer reps and even though both people tried their best to help, neither one of them solved my problem. Is there a chance my Fitbit is defective? I have only had it one month.

[HelenaFitbit]

Welcome to the forums @raelizgl! In this case I recommend to try the troubleshooting steps posted above and if the problem persists; please let our Customer Support team know about this.

Please let them know about the troubleshooting steps you've followed. I'm sure they'll be glad to help you get back on track. 

Let me know if you have any questions, good luck!

[Aeffles · Accepted solution]

After looking at mine for a bit, I did see that it did that, but I think that's simply because it updates once it's synced.  If you open your fitbit app and let it sync / connect to your fitbit then walk, you'll see it go up step by step with each.  It's simply jumping becuase it's pausing inbetween syncs to save battery, or at least, that's my interpretation.  Can you try checking the app, leaving it up on your phone and then walking with the fitbit to see if it goes up each step? 

[RchlMchl]

Hi! I have a newborn at home, and I walk ALL THE TIME. My Charge HR doesn't count ANY of my steps when I'm walking & holding her, or when I'm pushing the stroller, or even when I'm grocery shopping. I've restarted my Fitbit & I do wear it on my non-dominant hand, which is reported on my Dashboard. By my count, I can walk 50 steps holding my daughter in my arms and they don't count. Very disappointing, especially since the HR is more expensive than the ones that clip onto you.

[Aeffles]

Where are you checking your step count? On your fitbit? In the app? At work
I'm required to carry things and was worried that it wouldn't count my
steps but it does and I just want to make sure that you're checking
everything.

[RchlMchl]

I'm checking on my actual Fitbit and that count doesn't match my verbal
count.

[Aeffles]

Hm, that's interesting because sometimes I do that and it seems like
there's a hiccup where it'll wait and then add like eight steps at once.
You may have a defective device, I would contact fitbit directly and see if
they can replace it under warranty. I'm sorry but I hope you figure it out
soon! Good luck.

[gpsoph]

I have found that sometimes my Charge HR won't count steps you've taken if your arms are completely still. If you're holding your newborn, you probably aren't moving your arms that much and it isn't counting as many steps as it should. There are times where the Charge HR counts steps it shouldn't like when you're in a car. That kind of makes up for lost steps. Maybe a clip-on fitbit would work better because it's not on your arm that isn't always moving when you are.

[fmqueen]

I'm having the same issue my steps are not getting tracked even when I walk in place it's not tracking please help

[Aeffles]

Is your all day sync on? Is your device connected? Make sure that the sync
logo is more of a logo that shows its connected and updating in real time
as opposed to only when you sync. If you're saying the device itself isn't
counting try changing the sensitivity. Otherwise you may have a defective
device.

[Nlsrow]

I experience the same problem. I walk from one room to to another and count myself how many steps it is, but my Fitbit will only log a small fraction of those steps. I notice that the problem is worse for short bursts of activity, but that the Fitbit is accurate for longer walks. 

Interestingly, I notice that my husband gets significantly more steps than I do for the same activity. To help trouble shoot this, I had him wear both of our Fitbits at the same time to see if there is a difference. When he wore mine, the steps matched between devices and were more accurate over the short distances. So- it has something to do with my movement.

I've checked the Fitbit itself and the app- no difference. And it doesn't update later either.

[keltro]

This has been happening to me through 3 different fitbits 😞  (Charge HR, Charge 2, and it's still a problem on Charge 3). 

[Emilywaszak]

Hello! i don’t remember looking to see how long ago this comment was posted but today i received a fitbit HR and i had the same exact problem. i tried to disconnect from the app and reconnect and when i found the directions that i had skipped previously it said to wear your fitbit loosely and im guessing so it can feel you’re motions. i really hope this helps!

[raelizgl]

unfortunately, my problem ended up being a defective Fitbit. I eventually received a new Fitbit from the company. It also caused me problems, although not the same ones. in December 2017, I bought a Samsung Gear Fit2 Pro. I've been wearing it nonstop since. I really wanted to like Fitbit but their products were never reliable for me. 

I wish you luck with yours though!