Missing steps - but they are really there!

[KTG4242]

I'm a long-time Fitbit user but very frustrated with missing step records! There are four consecutive days (Jan 28-31, 2022) which show 0 steps for the day, yet on each of those days there are recorded exercise sessions that show steps. I can also see steps across each of those days when I look at them on the Fitbit site on my laptop.  On the days affected I can definitely see total steps for the day on my Charge 4, but they are not completely registering on my account.  It's happened before with one or two days, and when I've called customer service, they just tell me I have to be sure I sync every Sunday.  I'd like to get my step records corrected and also avoid this in the future.  Seems like some kind of a bug if the steps are actually visible but not totalling for the day.  Has anyone else had and solved this issue?

Kathy

[JuanFitbit]

@KTG4242 , Nice to see you around. Thank you for your message and information

Just to confirm, do you have any other Fitbit or MobileTrack paired to your account?

If so please try to remove them from the account and just have the Charge 4 if you are just using it. 

If this solves the situation was because the other trackers or MobileTrack that have no steps recorded overwrote the steps on the Charge 4 if they were synced afterwards. 

See you around. 

[KTG4242]

Thanks for your reply.  Yes, I do have a Flex 2 and a Surge.  Every once in a while, I will wear one of them while my Charge 4 is charging.  But often I don't keep track of when they run out of battery so they are not always charged.  I have never had a problem with one overwriting the other before, so unless something in the software has changed, that would be odd.

The steps have been recorded.  Below are two screen shost from my activity log on Fitbit.com for Jan 31, 2022.  You can see the steps are in there, and they were totalled for this exercise session.  They are not really gone, they just aren't in there for purposes of a total step count for the day.

Any other ideas?

[JuanFitbit]

@KTG4242 , Nice to see you back Thank you for your information and the screenshots. 

This seems very odd. Have you registered/log any activity manually that had taken place in the timeframe where you had most of the steps?

Does this also occur on the Fitbit app?

Has this happened again, since you reported it?

See you around. 

[KTG4242]

Sent from my iPhone

[KTG4242]

I tried to send screen shots from my phone in reply - didn't work. In answer to your questions, yes, I can see this in the app as well. Please see screen shots below.

I have not done any manual entries for these four days. I seem to recall when this happened before, a chat agent suggested that I delete the exercise session and enter it manually, which actually restored all the steps for the day. I may try that but wanted to fully document the situation and exhaust other options before doing so. This is probably the third time this has happened, and twice I used the help chat in the app to get it resolved, but it seems to keep happening so I wanted to try the community forum in case someone else has had this experience.  It has not happened again since this four-day range of missing steps.

[JuanFitbit]

@KTG4242 , Thank you for sharing your pictures and further information. 

As you already have a case with Support, should the situation occur again, please let them know so that they can verify what you already did and continue with their verification. 

Thank you for participating in the Community! 

[KTG4242 · Accepted solution]

Success!!!  I used the chat help feature in the app and the representative confirmed that by deleting and manually adding the exercise record, it would restore the steps for the full day.  The rep also had me remove my device and re-add it in the app, thinking that would prevent this from happening again.  Time will tell, but the step records are fully restored. 

I chose to add the exercise records first so that the records I would delete would be the manually added ones.  It worked on all four days.  I've made a lot of notes so that if it happens again, I can take care of it myself.  It is not clear why it has happened to me multiple times, but at least there is a way to fix it.

[JuanFitbit]

@KTG4242 , Thank you for keeping me updated und sharing the tips provided by Support. 

I'm glad that you got a solution. 

Please visit our discussion forums. There you will find several users who are interested in fitness, healthy eating, or better sleep and share lots of tips. They will be happy to meet you there.

See you around.