Steps not recording

[Vjsc1372]

My Charge 2 is not recording several days of my physical activity throughout the week

I have installed the app and reinstalled and nothing has changed.

A daily average of steps is mandatory to receive my lower cost insurance so I need this fixed. HELP!! 

[RicardoFitbit]

Hello @Vjsc1372, welcome to the Community Forums!

Thanks for bringing this to my attention, your effort troubleshooting this situation prior to posting is appreciated. To better assist you with this situation, can you please let me know when was the first time you experienced this and how many times since then? Which mobile device are you using to sync your Charge 2 and check the Fitbit app? Is your device not counting the steps or it's counting them but at the moment you sync your Fitbit such information is not transferred to your account? In the meantime I receive your answers, please check that the Fitbit and your mobile device are up to date. You can also restart your device with the instructions that are specified here.

Keep me posted and let me know if you have any additional questions.

[Tx38special]

Mine keeps disconnecting too!! 

I'm loosing out on my Go365 rewards because it doesn't keep count of the steps!! And I keep it charged up every night. So please, I don't want to hear about the battery going dead. Makes me angry because I lose out!! 

[RicardoFitbit]

Welcome aboard @Tx38special, sorry for the delay in responding.

Thanks for the details that were shared with me, I totally understand how frustrating this matter can be for you. So we can move forward with this situation, can you please let me know if you tried the restart process that was shared on my previous post? If not, please follow the next steps to do so:

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.

Don't hesitate to contact me back if you have any additional questions.

[Vjsc1372]

I did all of this and it is not calculating all the days I walk. It's
sporadic. I'm so sad about this as I will lose my benefits due to thos
newly used fitbit.

[RicardoFitbit]

Your reply is appreciated @Vjsc1372.

I'm sorry for know that you're still experiencing difficulties. Please keep in mind that most Fitbit devices automatically recognize and record high-movement activities —such as a walk, run, or swim— at least 15 minutes long through the SmartTrack feature. Also, you can change the amount of time required for the activity to be recorded, the time-frame that's currently setup maybe causing the activity to not be recognized. Please follow the next steps:

1. Tap the Today tab , then tap the Exercise tile  .
2. Tap the gear icon   in the top right.
3. Tap an exercise, and adjust the duration or turn off Auto-recognize.

Take in consideration that you can select the Walk activity directly on your Charge 2 device to record an activity too. 

Let me know if you have any additional questions.