My Charge 3 is displaying double count of steps/distance

[blacksax]

Over the last few weeks, my Fitbit has been double counting steps and distance on the screen. But as soon as it syncs with the app on my phone, it goes back to the “true” count. As a result, I’m being told by my watch that I’ve done 10,000 steps multiple times during the day - on Sunday, I achieved it 6 times apparently! It’s very frustrating, as I can’t see without syncing what I’ve done each day.

I’ve tried resetting using the plug in and hold the button technique, but it doesn’t seem to make a difference. As the true step count is being accurately recorded, it seems like a software issue, rather than the hardware.

Moderator edit: updated subject for clarity

[EdsonFitbit]

Thank you for visiting the Fitbit Community @blacksax.

I'm sorry to hear that your Fitbit Charge 3 is not displaying the correct number of distance and steps recorded. Thank you for the information provided and for trying to resolve the issue before contacting us.

This is definitely not an expected behavior. On this case, I would recommend setting up your Tracker as a replacement device by doing the following:

1. Tap the Today tab, and tap your profile picture.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

In addition, our team has just released a new version of the Fitbit app (3.27). To check your current version and update, please visit this article and follow the instructions.

If you have any question, please let us know.

[blacksax]

Thanks for the guidance. I am on the latest version and have re-set up the device, so hopefully that will resolve it.

[blacksax]

@EdsonFitbit unfortunately the above fix hasn’t resolved my issue. This morning, having checked I’m on the latest version of the app, and reconnecting my tracker, it still told me I had reached 10000 steps on the tracker, but connecting to the app, it showed just 5000.

[EdsonFitbit]

Thanks for the response @blacksax.

In addition to the regular restart, you can perform a long restart by doing the following:

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again.

If this doesn't help, you can erase your Fitbit device, but keep in mind that your apps, stored data, personal information, credit and debit cards (for Fitbit Pay-enabled devices), and saved settings will be deleted from your Tracker:

On your device, open the Settings app > About > Factory Reset.

Please let us know if you have any question.