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Step count reducing after syncing

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‎06-09-2020 10:31 - last edited on ‎12-14-2022 16:17 by Fitbit Moderator

‎06-09-2020 10:31 - last edited on ‎12-14-2022 16:17 by Fitbit Moderator

Two days in a row, my step count in the app and device are going the wrong direction.  I watched the step count go down by 3000 steps.  I have spoken with two customer service reps and no one has been able to help or act like they even know this is an issue.  I am beyond frustrated and ready to return the device.

 

Moderator Edit: Clarified subject

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62 REPLIES 62

‎06-09-2020 10:09

‎06-09-2020 10:09

I’m almost at my end with the Charge 4. The next issue is watching my step count go down. I’ve taken numerous screenshots to show where I was (on both the tracker and app), then it syncs and loses between 100-400 steps. I should be in the 2000 range and continue to go back to 828. Yes I tried restarting the tracker. Yes it is fully charged. No it’s isn’t the app. Yes I have the most recent update. I’m in IT, fixing the issues shown in these forums should not be nearly as difficult as they make them out to be.

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‎06-09-2020 10:21

In response to Carrieann107

‎06-09-2020 10:21

Same for me.  I should have had over 14000 steps yesterday and the device and the app are displaying 9155.  The same issue is happening today.  I spoke with reps last night and they didn't seem to know how to help.  I'm ready to return this piece of garbage and request a refund.

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‎06-09-2020 11:21 - last edited on ‎07-03-2021 06:21 by Fitbit Moderator

‎06-09-2020 11:21 - last edited on ‎07-03-2021 06:21 by Fitbit Moderator

I was on with customer service yesterday also and they told me there is a problem with the app right now. I was also told my device is fine and is keeping an accurate count and once the app issues are resolved it will populate the true numbers. We will see!

 

I was on with customer service yesterday also and they told me there is a problem with the app right now. I was also told my device is fine and is keeping an accurate count and once the app issues are resolved it will populate the true numbers. We will see!

 

 

Moderator edit: merged reply

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‎06-09-2020 13:11 - last edited on ‎07-03-2021 06:23 by Fitbit Moderator

In response to MarcCrys3

‎06-09-2020 13:11 - last edited on ‎07-03-2021 06:23 by Fitbit Moderator

Mine isn't tracking anything today. The only thing that is correct is my
30 minutes of exercise this am.

 

I am returning my device.  We should not be expected to pay over $125 for a device that was not properly tested before releasing it to the public.

 

 

Moderator edit: merged reply

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0 Votes

‎06-09-2020 18:10

In response to zachrcr21

‎06-09-2020 18:10

I’m now going into the third day of this it’s so frustrating all my friends with different types of fit bits to mine are fine so why the new ones it’s heart breaking training hard and the steps vanish 

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‎06-10-2020 03:30

‎06-10-2020 03:30

I just bought  this Charge 4 last month- it was great until Monday 6/8/2020. I'm  losing steps after  a sync , my average is dropping  due to incorrect  information.  I want a refund or the problem fixed and my correct average back.

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0 Votes

‎06-10-2020 03:36

‎06-10-2020 03:36

For 3 days in a row my charge 4 is losing my steps??? What is happening? I paid 170$ for this thing not to work right.

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‎06-10-2020 03:40 - edited ‎06-11-2020 10:00

In response to 1nikkimb

‎06-10-2020 03:40 - edited ‎06-11-2020 10:00

I followed the steps to resolve the problem to restart the Fitbit 3 times logout of app close Bluetooth etc 5 times yesterday and problem was still not resolved. It appear to not only effecting the charge 4. My inspire her is having the same problem. Just lost over 4000 steps of the 4,286 that I had. When is this going to be fixed? 

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‎06-10-2020 05:20 - last edited on ‎07-03-2021 07:19 by Fitbit Moderator

In response to Wedge1989

‎06-10-2020 05:20 - last edited on ‎07-03-2021 07:19 by Fitbit Moderator

Reaching out to Customer Support will give you nothing but lip service. I brought up the fact that it looked like the issue has been going on for years for the rep to ask me where I saw that. I provided links to their own community board....he just blew over it and said it was a known issue and being worked on. I’ve had my Charge 4 less than a month and now I’m to the point of shelling out more money to get a brand that actually works. So disappointed and frustrated. You’re not the only one having issues and they know it. 

 

Reaching out to Customer Support will give you nothing but lip service. I brought up the fact that it looked like the issue has been going on for years for the rep to ask me where I saw that. I provided links to their own community board....he just blew over it and said it was a known issue and being worked on. I’ve had my Charge 4 less than a month and now I’m to the point of shelling out more money to get a brand that actually works. So disappointed and frustrated. You’re not the only one having issues and they know it. 

 

 

Moderator edit: merged replies

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‎06-10-2020 05:55

In response to LauraNewton1

‎06-10-2020 05:55

I am returning mine and going back to the Charge 2 device. They have no
answers as to why it's happening or when it will be resolved.
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0 Votes

‎06-10-2020 07:40

In response to MarcCrys3

‎06-10-2020 07:40

are we sure the 2 doesnt have the same issues right now? i was told it is an app issue and not a device issue. i use the chat everyday to get my prior days steps for the time being.

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‎06-10-2020 07:47 - edited ‎06-10-2020 07:49

In response to zachrcr21

‎06-10-2020 07:47 - edited ‎06-10-2020 07:49

For the fun off it, does the step count on fitbit.com match the count in the app?

Does the Fitbit friends leaderboard look correct?

Does the step count on fitbit.com, the tracker, and the Fitbit app match?

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0 Votes

‎06-10-2020 07:50

In response to zachrcr21

‎06-10-2020 07:50

I am not having any issues with the 2 device or the app. It is keeping up
with my steps today.
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‎06-10-2020 07:52

In response to Rich_Laue

‎06-10-2020 07:52

Exact match.
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0 Votes

‎06-10-2020 08:13

In response to MarcCrys3

‎06-10-2020 08:13

I’m going to have to get the 2 then. I did like the tennis exercise shirt it though. Very frustrating 

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0 Votes

‎06-10-2020 12:36

In response to Wedge1989

‎06-10-2020 12:36

Same here three days. Goes up and down, but always short. No help from FB except one rep said the engineers are working on it 

Best Answer

‎06-10-2020 21:54

In response to Wedge1989

‎06-10-2020 21:54

I have also been having this issue. Not sure how long it has actually been happening but I noticed it on Monday. My charge 4 will record steps, it will sync with my phone and drop a significant amount of steps (the past few days by at least 4,000). I have reset it, I have disconnected and reconnected the blue tooth, and I have even taken it off the app and started it over. Nothing seems to be a real fix. the minute I reset the charge 4, it reads the actual steps, but it reconnects to the app and the step count dives down. When it started happening on Monday, I emailed Customer service and have had no replies. this is day 3 with the problem and I have barely had this Fitbit for a week. 

 

Is the software/app the problem or the actual Fitbit? what is being done to fix it? 

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‎06-11-2020 09:23

In response to MarcCrys3

‎06-11-2020 09:23

It’s only happening to some apparently it’s to do with the app I don’t understand why it’s not affecting everyone they are trying to do a new update but this is my 5th day of losing steps

Sent from my iPhone
Best Answer

‎06-11-2020 09:48

In response to LauraNewton1

‎06-11-2020 09:48

I returned mine today. With no explanation as to why it's happening and to
timeframe to correct it, I am going back to my trusty Charge 2. I haven't
had any issues with the device or the app so the problem seems to be
isolated to the Charge 4.
Best Answer