Continuously counting steps

[Toy7692]

I had a replacement Charge 2 because of a cracked screen. I couldn’t turn it on and when I tried to charge it, it didn’t vibrate or show the battery life. I left it and in the end it came on and I set it up. I had about an hour’s cycling and 15.000 steps today. 
Then sitting on the couch binge watching Downton Abbey I suddenly got a notification that I achieved 30,000 steps! Looking at the Fitbit it was just continuously counting steps, I wasn’t even moving my arm. 
I tried to reset it but when I hold in the button from any screen it just turns the notifications on and off! So frustrated, any advice please?

[AlvaroFitbit]

@Toy7692 Welcome to the Fitbit Community! I hope you're doing well!

Let me help you with your Charge 2 not working as it should and thank you for troubleshooting this. I would like you to retry the restart process by following these instructions:

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 to restart your tracker:
   • For Charge 2—press and hold the button on your tracker for 4 seconds. When you see the Fitbit logo and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.

Let me know how it goes.

[Toy7692]

Thanks for your reply. I did as you said but I can’t get it to restart. When I hold the button it just turns the notification on and off. I tried it whilst charging and it did vibrate but it’s still counting steps. I’m over 52000 steps now even though I haven’t worn it all day 🤨

[AlvaroFitbit]

@Toy7692 thank you for your reply and sorry for the delay in mine.

Since the issue persist I suggest you reach out to our Support team so they can further assist you. I noticed that you already have a ticket with them so keep working with them to find a solution.

Keep me posted.