Charge2 not resetting steps

[DeanF]

Fitbit Charge 2 had 12000 steps last night when I went to bed and had 13000 steps when I got up this morning.  The history from last night/this morning does not show I moved 13000 steps but the total does. Seemed to have kept steps from the day before.  Tried resetting twice to see if that was the issue but did not fix it.   Only had this since Christmas.  Any ideas on how to fix this?

Moderator edit: subject updated for clarity

[MarreFitbit · Accepted solution]

Hey you @DeanF, thanks for stopping by! As you just mentioned, it seems that your tracker forgot to reset the information by itself (hardware issue), when this happens, even if you try to restart your tracker, delete the app, negate the steps, this won't work. Everything will be back to normal the next midnight when your tracker resets the information as it should. There's nothing to worry about my friend, this happened to me once and I had to wait the next midnight in order for it correct itself  (I know this can be annoy, I feel you). 

If this seems not to be fixed by tomorrow, let me know! 

[Snjlaney]

How do you reset the tracker. Mine did the same as the orginal post a week ago and yesterday i went to a b large indoor event (walked around for 5 hours) but it didnt record a majority of my steps. Will a reset fix this problem?

[MarreFitbit]

It's nice to see you around @Snjlaney! I don't think your tracker did the same. What I understood is that your tracker is not syncing all your steps, is it? If so, I'd recommend doing the following:

• Make sure that your Fitbit App is up-to-date
• Log out of your Fitbit App
• Force quit the App
• Restart your Charge 2, 3 times in a row
• Turn off the Bluetooth
• Shut off your phone and turn it on after 1-2 minutes
• Turn on the Bluetooth
• Log back into your Fitbit App

Keep me posted!

[jcrdna1]

I have had my charge2 for a few weeks now. Today, the steps did not reset. 

[MarreFitbit]

Thanks for joining this thread @jcrdna1! Have you checked what I posted here? I just read your post from yesterday, which means that you should now seeing your data correctly. Am I right? 

Please keep me updated! 

[limalan]

Thanks for posting the info, I really do appreciate you. 

This problem occurred for me last night/this morning.  I've performed all steps in all the forums to no avail.  Waiting until tomorrow to see if it just fixes itself is a horrible solution.  Obviously, not your problem, but would you please kick this upstairs and let "them" know that waiting and hoping just to possibly have to research the problem again tomorrow if it doesn't self-correct should not be an acceptable "solution" from a customer service standpoint.

[MarreFitbit]

Thanks for jumping up here @limalan! I'm very sorry to hear this happened to you yesterday. As I've stated above, today everything should be normal. I'm right? 

Please let me know, I'll be here waiting for your response! 

[Cathy1234]

This has happened for two nights now Fitbit is only a week old....

[MarreFitbit]

Hmmmm... this is very strange @Cathy1234. I faced with this over a year ago and it never happened again. 

Anyways, I'd recommend restarting your Charge 2 at least 3 times in a row. Then, try doing the following:

• From the Fitbit app tap the button on the top left corner and tap "devices".
• Tap on your Fitbit listed in the menu and then at the bottom tap "Remove This device". 
• Go into the Bluetooth settings on your phone and tap on "Forget This Device".
• Go back to the Fitbit app, go to the "Account" option in the upper right corner and select "Set up a Device". This should start the setup process for your device.

Make sure all other bluetooth enabled devices are out of range when you do this.

Then use it for a few days more and let me know the results!  

[paje]

hello,just to tell I'am very disappoited.

My charge 2 did not reset the night of 14-juli.I did not followed the resetting steps ,and left the whole day my charge 2 in the corner ...Happily the charge 2 did the reset next night.

Still I am not yet confident about logging 'Bike activity' when there is no network connection.

kind regards.

[mommalisa777]

I waited till the next day, and it still did not reset my steps.  It is going on three days now.  Any suggestions?

[MarreFitbit]

Thanks for stopping by guys! Hey @paje, thanks for the thorough feedback for the Fitbit devices and performance. We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.  

Hmmm... this is very very strange @mommalisa777. Have you been syncing recently? I'd recommend doing the following:

• Log out of your Fitbit App
• Force quit the App
• Restart your Fitbit 3 times in a row 
• Turn off the Bluetooth
• Shut off your phone and turn it on after 1-2 minutes
• Turn on the Bluetooth
• Log back into your Fitbit App

The steps won't change today as I've been stated since the beginning, so let's see if by tomorrow morning after syncing it shows the data correctly (a fresh day).

Keep in the loop! 

[Ella01]

I have waited 4 days and my fitbit still isn't resetting. Should I be concerned or annoyed? How do i reset it?

[Rich_Laue]

@Ella01, are you saying that your tracker is now showing 4 days of step data?

Have you tried the strps @MarreFitbit mentioned in the 2 posts above?

[Aleja]

I had the same problem. I don't know what to do it. I closed my app also in my computer and the data is the same. The time that I woke up to go to brush my teeth 546 steps. This is not true. Help, please.

[jcrdna1]

After initial frustrations, the device started to work properly. I don't think I can help except to recommend that you call product support.

[MarreFitbit]

Thanks for stopping by @Aleja! Hmmm... I'm a bit confused. Is your tracker showing yesterday's information? 

I'd like just to clarify that the value that you see on your tracker when you wake up in the morning is your estimated calorie burn for the day so far. You still burn calories even if you are sedentary or sleeping. We estimate your calorie burn based on your age, gender, height, and weight. If your tracker measures heart rate, the calorie burn estimate also takes heart rate into account.

Your tracker may register movements or restlessness as steps when you're wearing it while you sleep. The number of steps typically measured during these periods is minimal, and should not offset your overall fitness progress. Any steps taken to and from other rooms during the night will also be tracked.

Also, keep in mind that it's possible to get different readings if the trackers are worn in different locations (dominant vs non-dominant wrist). I'd recommend reviewing the accuracy information provided in this post. 

Once you've reviewed it, please try this step accuracy test:

1. Put your wrist-based tracker on your wrist or put your clip-on tracker on your hip or torso.
2. Walk 100 steps, making sure to count a step each time one of your feet hits the ground.
3. Pause, then check your tracker to see your step count.

Thanks for keeping up updated @jcrdna1. I'm glad to hear that your tracker is working properly now. Is everything running smoothly now?

Hey my friend @Ella01, can you please give us some updates about your situation? Is your tracker not being reset yet? 

Catch you guys later! 

[Aleja]

Yes he show me 436,567 steps for the day before and is not true. I was only in home I don't go out for walk.

[MarreFitbit]

Please don't get me wrong my friend @Aleja, but I think you're looking at the wrong place. Can you send me a screen shot showing those 436,567 steps so I can go from there? That is a huge amount of steps to be tracked, but I need to see if you're taking a look at your Leaderboard or something similar. 

However, just to clarify the leaderboard section, based on this I'd like to clarify that the Fitbit week gives you seven days of your steps. Each day will be different because you lose a day. So, that means your seven days go back from today (Thursday) to last Friday. Tomorrow last Friday's steps will be gone from your seven days total which means you're losing steps due to this.

But with the screen shot it would be easier for both of us to clarify where those steps are coming from. 

Looking forward to your response!