Stairs never recognized by Charge HR2

[aintSaintPeter]

Hello!

I've been using my Charge HR2 since 2017 or so and have gone through so many replacement straps since then that I have lost count.

A peculiar observation I've had and also reached out to Fitbit support a few times before I quit following up is the fact that after the first few months my device has decided that I live on just a single level on the planet although I never take the elevator and also lived on the 25th floor of an apartment complex for a good period of time! Anyone else have a similar problem and something work for you?

[Odyssey13]

Hi @aintSaintPeter  when you climb the stairs, do you hold onto the railing? It seems if you do, it doesn't register the flight of stairs. 

[aintSaintPeter]

Hi @Odyssey13, I don't hold on to railings. I usually swing my arms most times. I get a near accurate count in steps but stairs are a constant 0.

[Odyssey13]

You have time to reach out to support now? Could be there is more they can tell you. Their phone number is (877)623-4997, if you're in the USA. The phone number to call from the UK is: 0800 069 8505. Currently phone support seems to be weekdays only. If you're not in the USA or if you prefer an online chat or email, then click for contact options

[aintSaintPeter]

Thanks @Odyssey13! I tried the chat and call - there seems to be an unlimited wait so I left messages on Twitter DM instead. Hoping to hear from them at least in the next few days. I'll post my updates soon.