Inspire 2 is not tracking my steps

[lauramearns]

Hi,

Ive had my fitbit for about a year and a half now and i’ve never had any issues up to now. I had about 2k steps before I left the house, walked around for a while and came back with around 9.8k steps. After half an hour or so I checked my watch again and it now said I had 6712 steps. 

I thought it had miscounted so i opened my app which again read something around 9.8k, but after I refreshed it set it to 6712 and deleted all my hourly step goals.

I then went for another walk to get my steps back up but everytime I checked my watch it went from around 7.5k back down to 6712, consistently.

Ive tried deleting and reinstalling the app multiple times, restarting my fitbit, disconnecting any paired apps, and resetting my phone but nothing has fixed it. It counts up my steps but then resets after 5-10 minutes back down to 6712.

Any ideas on how to fix this?

Update: I disconnected my phone and restarted the actual fitbit, the step count on my app is now above 13k, but my watch still says 6712.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @lauramearns. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Inspire 2 is still not tracking your steps accurately. We're here to help you! 

I've seen you contacted our Support Team just right after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

Thanks in advance!