My app has more steps than my device

[jessprice07]

Hello, 

I've had a couple of issues recently where my app is saying that i've done more steps then I can see on my device screen. I know the app is incorrect as it's suddenly added 2k more steps than I have done today. 

What might be causing this and how can I resolve?

Thanks,

Jess 

[HeydyF]

Hi @jessprice07, let me give you a warm welcome to the Fitbit forums! 🙂 Since when are you getting this issue? Haven't you manually added an activity as walk or run? If so, delete it, so you'll only see the steps that you actually walked. In the meantime, you can log out and log back it to your account, then sync your Charge 2 again and see if the extra steps got deleted. 

Let me know how it goes! 

[MyWalkingTrail]

Hi,

I am having the same problem. The app has more steps and the Fitbit is then synced with more steps. I have tried to log out and login but it did not help.

Any help here is much appreciated.

Thanks you!

[Zardoz99]

Hi there,

I have the same issue. This morning my device showed 1,147 steps and my phone showed over 17,000 steps. After syncing, the phone corrected itself. This has been happening regularly and sometimes after I sync and correct the phone I notice a couple of minutes later the phone is back up to some crazy high step number see below 3K to 6k steps in a couple of minutes. If I check my daily history end of day numbers they look reasonable.  

Charge 3. 

Richard

[emepops]

This has been happening to me for over a week with my charge 2. I posted the same to this forum but since I had previously posted on the OS forum, a moderator merged them together which was silly because people who have the charge may not read that post in the other forum.

Anyway, tech has been no help!!!!!!!! They just sent me a coupon code for a new device instead of trying to understand why the issue was occurring.

Logging in and out doesn’t help. Resetting the device doesn’t help. I have to put that I’m driving for 24 hours on the app and then delete at the very end of the day to get my actual step count. 

The app for some reason is showing steps for the future. My active hours are completed before I wake up.

edited to add my original post from 9/14:

I have already spoken to tech support about this issue three times.  At 12:14 AM EST on September 14th, I had 75 steps. I then synced my device to my app at 12:16 AM. All of a sudden, I had 7590 steps. 

This explosion of steps has happened every day for the last four days. On the first day, my device registered 2600 steps while it stayed on my bedside table. On the second day, it registered 16000 in less than 8 minutes. On the third day, I woke up to 12000 steps and now there is an additional 7515 steps that I have not taken.

I have the latest version of the app. I have restarted my device multiple times. I have logged the steps as driving, I have deleted the device from the app and then reinstalled it twice. The app is currently telling me that I reached my 250 steps an hour for 3 PM, 4 PM, 5 PM and 6 PM---those hours are in the future. 

Tech has not been able to help. The last tech person I spoke with asked me restart and walk 100 steps and then sync again. I walked 108 steps. The step count showed 7698. Then when I synced, it dropped back down to 7590..

I was offered a discount code to purchase a new device, but I would have preferred a solution. 

Anyone else encountering this issue?

[Zardoz99]

This is a long shot, but is your time zone correctly set up on your device & app? 

[emepops]

Yes. The time zone is correct on both the device and the app! Believe me! That’s the first thing I checked.

my hypothesis is that  the issue is not the device itself but the app. The Fitbit itself is counting Along just fine until it syncs and theN All these steps that haven’t happened get added on to the device. I will not sync to the app until right before bed ton t and see. 

[Zardoz99]

How do your EOD numbers look? I'm getting these crazy step numbers on my phone but my EOD steps are reasonable. My device numbers are fine just the app is way off.

Somehow by EOD the app and device reconcile their differences. 

Crazy.

[MyWalkingTrail]

Hi,

Yes the time zone and step settings are the same and correct.

[Zardoz99]

I'm not sure if we are all having the exact same problem. If we are, then the number of steps on the phone App goes way up but then after syncing with the Charge they go back to what they should be. Then they go way up again. This happened all day. At the end of the day, the Charge syncs with the App and the end of day steps numbers are fine. 

So although it is a little annoying it is not really a big deal for me if the step in the app are incorrect during the day as long as they are correctly recorded at the end of the day. I use the Charge to see my Step progress during the day, not the app. 

Right now the app is saying I've done 9,144 steps and Charge saying 5,269. If I Sync it they both go to 5,277. Then in a few minutes its back to 9145

Crazy but not really critical.  Note I have Bluetooth on all day the fitbit linked to the charge all day. 

   . 

[MyWalkingTrail]

My fitbit was doing the same thing and I was totally fine without till it
started stopping at the final sync at the higher number and not the exact
number. It was not going back to the original number unfortunately even
though I tried to sync it again , reload , check the desktop version or
even logout. Ultimately it changed my fitbit steps to the higher steps than
the original. This is when I decided to report the problem

[emepops]

Thankfully by the end of the day my actual steps override the made up steps created by the app. It's definitely an app issue and not an issue with the device itself. Sadly, tech support seems uninterested in remedying the error. A coupon code for a new device is not a cure because now I worry the same hiccup will happen with a new device. 

[emepops]

And sadly the new app update does not resolve the problem. Still shows that I make about 2000 in between 12 midnight and 4 AM tomorrow. 😞 

[Zardoz99]

That would be frustrating.  You could try playing around with some of the sync options available.  Good luck! 

[Zardoz99]

Well, I have a Charge 3 and it has the same problem. Maybe if the regulators allow Google to buy Fitbit they will inject enough money so these issues can get fixed. I really like my Charge as I like to wear a classic watch on my other wrist and the Charge is small, especially if you use the metal strap option.  

[Valerie.olivia]

Same issue, Versa 2 (I live in The Netherlands). Last Monday and was working home all day I managed 26K steps. That's just wrong. My Versa 2 synced and congratulated me with this new record. Today, just now, another 2K steps added. First in my phone, I don't dare to sync. 

Any solutions yet?

[MyWalkingTrail]

Hi,

My issue seems fixed for now. I did the following around 3 times before it
got fixed :

- restarted the fitbit when on charge
- unlinked my fitbit and relinked
- checked the desktop dashboard first

After combination of above done multiple times I can see that it is
recording the right numbers now.

I hope some of the above helps. Mine was all About trial and error.

[Zardoz99]

Thanks for the update! Let us know if it continues to be accurate. 

Cheers!