Stairs still not counting correctly

[brianl999]

I was hoping the recent firmware update would fix the stair counting on my Charge 3, it hasn't.

My Charge 2 wasn't perfect, it often missed flights, but it would always register _something_.  With my Charge 2, I could go up 6 flights of stairs and sometimes it would only register 3.  It was annoying, but somewhat infrequent, so I just lived with it.  With my Charge 3, I can go up the same 6 flights of stairs and get nothing (my stair counts are what my Charge 2 would have registered).

Before I went to lunch I had done 40 flights of stairs, my Charge 3 said I had only done 23.

Is there a chance this can get fixed?  I can accept the same performance as the older model, but this is a major step backwards.

I'd like to stay in the Fitbit ecosystem, but if this cannot be fixed I will have to return it and move on to something else.

Thanks,

Brian

[Heather-S]

It doesn't count "stairs", it counts "floors".  Fitbit's definition of floors is 10 feet of elevation gain.  You have to be moving your arm while this is happening, thus why when you're on an airplane or an elevator, you don't get hundreds or thousands of floors.

However, the barometer used in Fitbits is sensitive to wind and air pressure while you're moving.  This is why you'll get wildly inaccurate floor counts sometimes.  This paragraph from this help article explaining floors also touches on the changes of barometric pressure:

HOW DOES MY FITBIT DEVICE COUNT FLOORS?

Fitbit devices that count floors have an altimeter sensor that can detect when you're going up or down in elevation. Your device registers one floor when you climb about 10 feet at one time. It does not register floors when you go down.

Fitbit devices do not count the elevation gains simulated from a StairMaster, inclined treadmill, or other stationary exercise equipment. Your device uses changes in barometric pressure to detect elevation change, and therefore requires that you physically change elevation in order to properly record floors.

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I personally think the barometer is overly sensitive.  I know that on my runs, I do change some elevation, but not enough for 40+ floors that I'll get on a windy day.  Or the 11 floors I get in the shower.  

I would assume, meaning I don't really know, that floors counts were originally useful for hiking with your Fitbit, so that hikers could gauge elevation gain.

[Heather-S]

@hmthrman I don't work for Fitbit, I'm just someone who loves Fitbit devices, that is all.  

I'm not trying to "convince" you of anything, merely offering an explanation of why your Fitbit doesn't always count floors correctly.   Barometers use air pressure, they are sensitive.  This is how Fitbit has chosen to measure floor counts.

It's not going to be perfect.  Sometimes it's right, sometimes it's not because of barometric pressure conditions.  It just is what it is.  You can either accept it and enjoy your device for what it is (like I said, floor counts don't affect your steps or calories) or move on to something else, maybe a device without floor counting capabilities.

[s615]

I received my Charge 3 for Christmas and it counted floors fairly correctly until March 28th.  Now it is counting 30 or more floors a day and my life is still the same.  Why is it that it worked before but not after March 27th?  I have reset it several times but this has not helped.

[SunsetRunner]

Is there anything the Charge 3 is doing accurately?? Mine over counts steps by the thousands, over counts active minutes by a lot, over counts stairs by a lot. I did not buy it to be 100% accurate but close. 

Here is a screen shot. I walked about 5 miles this day. Should have been about 10000 steps and roughly 60 active minutes. I climbed zero stairs. 

Do do you think this device is worth the $130 spent on it? 

[KataBomm]

Wow, that’s a lot of floors. You must be exhausted, lol.

I gave up on my charge 3. Returned it as defective because the store had a
90 day return policy and it cost $199 for a horrible product.

I found a charge 2 online and went back to that. They are hard to find
because they don’t make them anymore but I was able to find one. It doesn’t
seem as accurate as my original charge 2 but it is way more accurate than
the charge 3!

[scparks]

Chuckling....I went back to the Flex 2 because it does not count floor
climbs, although I would love to be able to add them, living in a 3 story
home. I love those stair climb badges and the climbs are good for fitness.

It is just annoying to know you did 15 stair climbs and have it register 0
or 1.

The original Fitbit and the One all did climbs pretty accurately.

Because I can adjust other activity, count water glasses, I would love if
Fitbit would just let me and others adjust the stair climbs as it is part
of my fitness!

Moderator edit: removed personal info 

[KataBomm]

While I am sure the science behind your post is true, the Charge 2 is
pretty accurate with stairs. So unless the Charge 3 is overly sensitive to
those conditions you pointed out, it make no sense to me and it also means
they should be able to fix it.

[KataBomm]

Then how come the Charge 2 does not have this problem. The floor counts are
pretty accurate. Most days 100% correct and I never get crazy floor counts
in the hundreds because it is windy out.

[RogerF]

And I don’t think variations in biometric pressures when I folded my my clothes is the answer why I was told that I just climbed 10 floors 🤪

Sent from my iPhone

[JuanJoFitbit]

@s615 Welcome to our Fitbit Community and It's great to see you here @RogerF ! I'm sorry for the late response. However, since your Charge 3 trackers are still unable to track your floors accurately, I'll send your cases to our Support team so they can investigate further and provide a solution.

By the way, thank you for trying the recommended troubleshooting steps. I totally understand how frustrating this is for you and I appreciate your feedback. You will receive an email from our Support team soon.

@SunsetRunner I was able to get in touch with our Support team and was told that you'll receive instructions via email soon. Please keep an eye on your email account.

@scparks @KataBomm I truly understand how you feel and your feedback is greatly appreciated since this helps us to keep improving.

[Bev71]

I have a replacement charge 3 and it still doesn’t count properly and the notifications aren’t working and it drops the connect on my iPhone daily

Have a great day

Bev

[KataBomm]

I returned mine after getting no help from customer service and no response
on this forum from the manufacturer, so honestly, they can reach out all
they want but I am done with this Fitbit product. Same with my daughter's
Versa, she has similar issues. I went back to using my old Charge 2 and
someday down the road when that no longer works I will buy a product from
another manufacturer after these disappointing experiences with customer
service. Fitbit clearly does not respond to customer concerns and
definitely doesn't stand behind their product.

[AlejandraFitbit]

Hey, thanks for your participation in the Community.

@KataBomm, I appreciate the feedback provided about your experience with the Charge 3. If in the future there is anything we can help you with, let us know.

@Bev71, is your Charge 3 counting extra stairs or not counting them all? About the notifications, I recommend taking a look at the help article: My Fitbit device isn't receiving notifications from my phone and follow the instructions provided there. Just keep in mind that, we are moderating this thread for users who are having issue with their stairs count. If you are experiencing other issues or have a feature suggestion or improvement, I encourage you to find a similar thread, check out the feature suggestion board or start a new thread.

I will see you around. 😊

[mamaseeley]

I am having the same issue. I have done about 6 flights today and it says I have done 19!  I would like it to be more accurate if possible. Is anything being done?  

[RogerF]

“They” replaced mine. It seems to work , but I think a software patch would be better.

Sent from my iPhone

[ReneeSAPM]

I upgraded to the Charge 3 in June from my cracked screen Charge 2. The staircase feature is a deal breaker for me! While the Charge 2 was sometimes inaccurate, like you, this doesn't count anything many times! I realize that when I am not home, maybe the 10' is an issue, but at home, with the same staircase that the Charge 2 recognized. So, I chatted with Support and they sent me a new one. Guess what? Same issue and it doesn't help to do any of the recommended reboots.......I really am sorry to have to say goodbye to Fitbit, but this is going back.

[RogerF]

Right now, the replacement is doing "okay". There has been a couple times that it counted a floor that I didn't climb, but that's better than counting 8 to 16 floors when I was folding clothes

[KataBomm]

Yes, I have to agree. Once my charge 2 quits working, I will be looking
for something else. I know several people that have the same problem with
the Versa, so I won't be doing that either. Support told me that I should
try the Ionic but it was $250 versus $150 for the charge 3. I don't like
the looks of the Ionic, I prefer the size of the Charge, not too small like
the Alta, not too large like the Versa and Ionic. I wasn't paying $100
more for a product I don't like the looks of and for a brand I have lost
confidence in.

[RogerF]

Well said!

[PhilthyVet]

I climb wind towers for a living. My charge 3 was counting floors. Inaccurately but was counting. The past 2 days I've been up 4 towers. Charge 3 recorded 3 floors yesterday and 0 today. Typically in a 2 tower day I'd see a number near or above 60. Why has it stopped counting?