Completely broken step counter in my Inspire?

[jace_001]

I’ve been using Fitbit for a few years now. I have an Inspire right now and I had another model prior to that. The current Inspire is only about three years old. My phone is new enough (Galaxy A13) and my version of the app is up to date.

So, I’ll go for a treadmill run and my watch will track a certain amount of steps (for example, 8000). Great. Love it. Then I enter my run into the Fitbit app and for some reason Fitbit decides to tack on an additional number of steps. Suddenly, my 8000 steps becomes 14000 steps. This of course messes up my daily calorie allowance, plus it really skews my goal tracking.

I can’t find any way to turn off the added steps or edit my existing steps. Coupling this issue with the other bugs I’ve been seeing in the app, and Fitbit is basically useless. Is this a planned obsolescence thing? Because it wasn’t doing this last year. At this point, I'm really considering switching to a different brand.

Moderator edit: clarified subject.

[ManuFitbit]

Hi @jace_001  Welcome on board to our community forums!

Thanks for the details that you shared. I understand how frustrating this could be, sometimes when Mobile Track is activated, the amount of steps could be different as you have mentioned on your post.

Try checking if you have Mobile Track activated on your account. You can go to your profile picture on the Fitbit app and you’ll find out.

[jace_001]

Hey. I really appreciate you getting back to me. I've disabled / unlinked Mobile Track. Today, my 9000 step run bumped itself up to 17000 steps as soon as I logged it into the app, so unfortunately that change hasn't corrected the issue. 

[ManuFitbit]

Hi @jace_001.Thanks for getting back!

Thanks for the feedback regarding to your registered steps.

 Did you sync your tracker before removing smart track? Please, restart your device with the instructions of How do I restart my Fitbit Device?

[jace_001]

Hey there. I've removed smart track and restarted the device and the problem persists. I've also uninstalled and reinstalled the Fitbit app, made sure that that smart track was not synced, and tried again, and the problem remains. At this point, I think I'll need to go back to using MyFitnessPal, since the massive step difference is messing with my calorie count too much to be useful as a tracker. I do appreciate all the help with this, though. 

[ManuFitbit]

Thanks for your answer and the steps followed @jace_001.

I'd suggest you to check in the exercise tile that you don't have duplicate activities, since SmarTrack will record your exercise automatically and you may be logging an extra activity.

In addition, please confirm that you have removed mobile track following this steps:

1. Open the Fitbit app and tap your profile picture.
2. Tap MobileTrack:
   For iOS devices, scroll down and tap the option to remove the device.
   For Android devices, tap the trash icon at the upper right corner.
3. Follow the on-screen instructions to remove it from your account.
4. Continue using your Inspire and let me know how it goes.

[jace_001]

I've given it a few runs just to be sure and the results have been pretty consistent.

• I can confirm that the MobileTrack is disabled.
• I have uninstalled and reinstalled the app and double-checked that MobileTrack is off.
• I have restarted the Fitbit device several times now.
• It has not been double-logging activities. When I log my treadmill run, the app is logging additional steps on top of the ones that the Fitbit device itself is tracking. There are no additional activities beyond the ones that I have entered manually. 
• It seems to be adding anywhere from 2k to 5k steps. 
• The device itself appears to be working just fine (aside from its abysmal battery life). The issue occurs when I log activities into the app itself. 

[ManuFitbit]

Thanks @jace_001 for the answer. 
I really appreciate all the steps that you have done in order to fix the inconvenience. 

I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. 

Have a good day.

[jace_001]

Thank you very much. I really appreciate it, and the help you've provided me.