Step count on Charge 3 is not accurate

[nlsshann]

Day 2 and unimpressed. Step counting is variable - it either counts or misses out several chunks.  Any solutions before I return it? Rather expensive non- step counter which doesn’t fulfil marketing promises - disappointed

Moderator edit: updated subject for clarity

[MarreFitbit]

Hey there @nlsshann, thanks for stopping by! If you're having discrepancy with your step count, first make sure the wrist placement settings are correct. Next, double check that you entered your height correctly. Since we use height to estimate your walking and running stride lengths, you may want to measure and manually adjust these values if your legs are longer or shorter than average.

Remember that the wrist trackers count steps depending on the movement of your arms, when you are driving or for example when your tracker is close to a fan. In these scenarios, your tracker counts steps due to the vibrations. 

To get more information about this, check the article: How accurate are Fitbit devices?

I know you've done this, but if after taking these factors into account you still think your tracker is significantly undercounting or overcounting steps, please try a step test:

1. Restart your tracker.

2. Put your wrist-based tracker on your wrist.
3. Walk 100 steps, making sure to count a step each time one of your feet hits the ground.
4. Pause, then check your tracker to see your step count.

Give this a shot and let me know the outcome! 

[SunsetRunner]

The issue seems to be bad programming. I got steps changing clothes, brushing my teeth, using the bathroom, laying down in bed, adult stuff, everything that uses my hands. My previous tracker didn't log any of that even though the hardware should be technically the same. Even on mobile phone trackers the apps only start counting when the moves are consistent like with steps. Charge 3 counts every hand movement I make. I've got over 8000 steps today whereas I have really been walking about 5000. 

EDIT: I'm not giving up though. This drvice is relatively new and probably needs some time.

It does accurately count actual walking though. I did a 700 step stroll and it counted only 10 more.

[LZeeW]

I have to agree with @SunsetRunner.  I have access to five wrist worn trackers -- Charge HR, Charge 2, Charge 3, Versa, and Ionic.  IMHO, the Charge 3 gives the greatest number of spurious steps -- brushing teeth, washing hands, etc.  My activity levels aren't radically different -- my counted steps on different trackers for similarly active days varies widely.

[Kezchezz]

Did you fix it? Im on day 3 and bitterly disappointed in the charge 3. So many steps not counted, non steps counted... i wake up and before i get out of bed i have 40 steps logged! I went for a longwalk with the dog tonight,  did it register? Nope! My 3 year old samsung gear is far superior.  Im returning the fitbit...

[joze]

I have the charge 3 and the zip. I was excited to upgrade but, as many others have said, will probably return the 3 as it is terribly inaccurate. I liked the idea of having the additional features and something on my wrist  because my first  zip popped out of its case while I was hiking and I was constantly afraid the replacement would as well. It's a shame that the company can not figure out a fix. As noted in previous comments other wrist type monitors are more accurate so it is possible.

[Denster2u]

I just bought the Charge 3 last week and I'm very dissappointed with step accuracy. I registered almost 8000 total steps yesterday after only walking around the block in my neighborhood and going to the grocery store. This morning I'm already registering almost 1000 steps since I woke up, and I haven't even left the house yet. For comparison, Google Fit on my phone has only been registering half as many steps, and seems much more accurate. This is ridiculous.  Something is obviously defective with the software or the hardware, as there are widespread complaints online. I've tried to address the problem with the tips provided in these forums, but nothing has changed. I'll be returning my Fitbit this week, perhaps for a Garmin device. 

[MarreFitbit]

Welcome to the Fitbit Community @joze! Sorry to hear about the inconveniences you've been having with your Charge 3. I've seen that you got in touch with our Support Team recently, since you given some steps to follow, please reply to your open case with the outcome so our team can continue assisting you with your. 

Hey there @Denster2u and @Kezchezz, thanks for stopping by! If your Charge 3 seems to be not accurate, please make sure you both have followed what I suggested here.

Give that a go and let me know the outcome!  

[joze]

I returned the fit bit charge 3

Sent from Yahoo Mail on Android

[Dr_Scott]

The Charge3 appears to count approx. twice as many steps for every person I know that owns one, compared to both counted steps, and their step count as per their phones. 

This is very disappointing, especially when you are trying to encourage friends and relatives to aim for an increased step count.

[Denster2u]

Yes, the moderator keeps posting a link to the same troubleshooting steps in various forum posts with similar complaints, none of which addresses over counting steps. Sorry Fitbit, but you've already lost me as a customer.

[BWVH]

My Charge 3 seems highly inaccurate compared to my wife’s Charge 2.  It It counts steps by at least 25% or more !! My height is correct.  Can anything be done to help or have I wasted my money??

[CowdungMugsy]

Same as everyone else....I like the features of the Charge 3 but it is not my ideal unit.  I am waiting for the next generation of fitness and smart watches to come out.  The Charge 3 is very inconsistent in its step count - really bad.  I use it every day on a treadmill.  My speed, time and hand movements do not vary much from day to day.  I keep a very steady pace.  I am amazed how different the counts are from one day to the next.  I will keep the charge 3 for now and in interim until the next generation of smart watches arrives. I will just have to grin-and-bare the inconsistent count.

[LuciaFitbit]

Hi @CowdungMugsy and @BWVH. Welcome to the Fitbit Community. Thank you for your feedback regarding Charge 3. I suggest that you try this recommended troubleshooting for step accuracy. After that, please complete the step test and let me know the result. 

Hope to hear back from you soon. 

[BWVH]

I have checked those items and also did a step test. It is fairly accurate when I am moving, but it’s when I am not moving that steps are still being added. My wife’s Charge 2 is much more accurate. I called your Customer Service, & they admitted there is a problem. Maybe a software update down the road? Really surprised the Charge 3 was released. Received it as a gift, so I have no receipt to try & return. Thought I would be upgrading compared to my wife’s Charge 2, but I guess not. Definitely will not recommend the Charge 3 to anyone.

Moderator edit: personal info removed

[makragic]

What I hate the most is that no one seems to be addressing this issue. There are posts from 5 months ago and this still hasn't been fixed. 

Such a waste of money...

[ydavila]

Dear moderator, I too, like many on here is having the same issues with inaccurate step counting by thousands of steps. I have followed the steps you have listed to include changing the setting to dominant wrist and keeping on the no -dominant hand. I also called customer service, ticket number 29198869, and followed the steps over the phone. Then called again a 2nd time as there was no improvement. The 2nd person who answered was not very helpful and seemed annoyed that I was calling back since the notes indicated that my call was escalated and I would be receiving a call back within 24 hours. That information was not given to me by the first customer care representative. In fact, all he said was to wait 3-4 days to see if there was improvement after the reset. Several days later I still have not received the call I was going to received back from Fitbit. I am very disappointed with my Fitbit Charge 3 and even more disappointed with the lack of customer service and follow up. This has been a problem Fitbit has been having for months and countless complaints, and Fitbit has not tried to remedy this issue with a software update. Like others, I will be returning my Charge 3 and looking for a brand all together. 

[Brad_A]

I love my charge 3 however I don’t think the calories I’m burning and step counter is very accurate.  

[CDFinn1964]

I’m with you. Got mine on a safety rewards program at work and according to its data, I’m a marathon man, which I’m not! It feels like it’s lying to us to “make us feel better”. Bought my wife one so we’d both have them and she’s not impressed either. It shows way more than we’ve done. I want reality, not a lie to “feel better” about myself.

[ydavila]

I returned mine.

Sent from my iPhone