Step count discrepancies

[Faisalm871]

Hi,

I recently purchased a Fitbit2 charge but it’s not accurately recording my steps and will record them while I’m sitting down and also recording many more while just doing a few steps.

Any help would be much appreciated! 

Thanks! 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Faisalm871 welcome aboard! I'm happy to help you with your new Charge 2 and the discrepancy situation you're currently experiencing with the step count.

Let me share with you that factors such as device placement, dominant or non-dominant hand, and stride length affect the number of steps recorded. For more information and details about how to improve the accuracy of your Charge 2, I recommend you to check our help article: How accurate are Fitbit devices? and let me know how your device goes after taking in consideration all the information from such help article. Also, you can restart your Fitbit to refresh its performance. 

I'll be here if you need anything else, please keep me posted.

[Faisalm871]

Hi Ricardo,

Thank you for your message and for that link which was very informative. However, when waking up for the past few days, I’ve only recorded a few steps and it will say around 100? Also when I’m driving it keeps adding steps, is this right? Also, how can I reset the device?

Thanks,

[RicardoFitbit]

You're welcome @Faisalm871, thanks for your reply. My apologies for the delay in responding your post. 

I appreciate the details that were provided in your post, certainly this is not the way our Charge 2 was designed to perform. Can you please let me know if you're using your device on the dominant or non-dominant hand? Also, are you wearing it as shown on: How do I wear my Fitbit device? and check: How do I measure and adjust stride length for my Fitbit device?

Let me share with you that Fitbit has worked hard to make sure that our devices do not pick up false steps or activity recordings while driving. Unless you're driving in a car with a very stiff transmission or on bumpy roads, your device should not give you any false readings. If your device does record false activity, you can learn how to delete the data here: How do I edit or delete Fitbit data and activities?. To restart your device, please follow the next steps:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button to restart your tracker:
   • For Charge 2—press and hold the button on your tracker for 4 seconds. When you see the Fitbit logo and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.

Keep me posted and let me know how your Charge 2 goes.

[Faisalm871]

No problem. I can confirm I’m using the device on my non-dominant hand. I am wearing the Fitbit on my left wrist. 

In relation to driving, sometimes it picks up steps and other times it won’t which I find strange, the road does have a few speed ramps however. 

Also, when I restart my device, will it delete all my data? I can maybe try to do this when I wake up as the Fitbit assumes I’ve done 100 steps when I wake up l! 

[RicardoFitbit]

Hi @Faisalm871 thanks for your reply and update, I'm happy to continue assisting you today. Sorry for the delayed reply.

Thank you for taking in consideration the information that was previously posted. Let me share with you that the restart process will not delete your data, however, you can try this process when you wake up to avoid any situation. Please let me know how it goes, I'll be looking to your reply.

See you around.