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Steps tracking but then disappearing

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‎06-09-2020 00:43 - last edited on ‎09-16-2020 11:36 by Fitbit Moderator

‎06-09-2020 00:43 - last edited on ‎09-16-2020 11:36 by Fitbit Moderator

Had my new Charge 3 for a couple of weeks and it has started doing something very strange. For example yesterday it recording 9500 steps during the day and then in the evening it all of a sudden went back to only 500 steps. Today I did my normal morning walk and it recorded 4000 steps and then after 30 minutes went back to 326 steps. I restarted it and it showed the 4000 steps, it synced with the app and showed 4000 steps and as i looked at the app it went back to 326 steps.

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‎06-11-2020 12:03

‎06-11-2020 12:03

I'm having this same issue. I almost hit my 10k after my lunch walk. When I synced to the app, it erased all my steps and data from before noon and took me down to 4k steps. This was very upsetting so I called support. Took awhile to reach them, but they claimed they are currently working on an update to fix this issue. Support couldn't give me a time frame, but said we could expect to see this error occur for the next few days until things are fixed on their end.

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‎06-11-2020 12:11 - last edited on ‎04-22-2021 11:48 by Moderator Alum

In response to HGlory

‎06-11-2020 12:11 - last edited on ‎04-22-2021 11:48 by Moderator Alum

I called again this morning and got the same answer..... they are aware of the issue and working on it.



Moderator edit: format

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‎04-22-2021 09:31 - last edited on ‎04-22-2021 11:49 by Moderator Alum

In response to Mnilsen

‎04-22-2021 09:31 - last edited on ‎04-22-2021 11:49 by Moderator Alum

This is happening to me right now. I just got off the treadmill and I was at 6700 steps. Went to sync and it dropped down to 1800. I’ve tried reinstalling deleting turning off Bluetooth charging everything and nothing works is there a new problem because all these other posts are from last year?

 

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Did you ever get. Resolution to this problem? I am having it now. 

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