Inspire HR deleting steps when syncing

[ladeebug67]

I've noticed several times I've been close to my goal and then all of a sudden i will have lost 2 to 3,000 steps.    I also have trouble getting starts to pair with my app.  Is there a fix to get my steps back?

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

Welcome to the Community @ladeebug67. I appreciate the details mentioned. 

It's pretty weird that your steps are deleting when your Inspire HR syncs to your account. I would like you to make sure that you don't have two trackers paired to your account or that you're using MobileTrack because this can be the reason why your steps are changing when one of your trackers syncs. You can learn more about it by checking this article: Can I use more than one Fitbit device with the same account?

Also, check that you don't have any manually logged activities that can be deleting or overriding the data you're getting. 

Keep me posted. I'll be around if you need further assistance. 

[ladeebug67]

Thank you- I do have 2 trackers paired, but I thought that was doable? I have a Charge 2 also, and they were syncing with each other. I still like the Charge because it does the stairs, and the Inspire doesn't so it's nice to use for hikes and my morning workouts when I'm walking inclines. How do I switch back and forth between them without losing data?

Here's what I read, and a question below.

Adding more than one Fitbit device to your account gives you the convenience of switching between devices while still seeing a holistic view of your daily activity on your dashboard. You may want to:

* Wear a smaller device for all-day step counting and a larger device for workouts.
* Wear a smaller device while you sleep.
* Use MobileTrack if you forget your Fitbit device at home.
* Switch between any devices you like. Your account can have one of each device model and MobileTrack.

Note that you can't connect multiple devices that use the Fitbit App Gallery to one account. For Fitbit Charge 3, Fitbit Ionic, Fitbit Inspire series, and Fitbit Versa series, only connect one of these devices to your account at a time.

Is the "Fitbit App Gallery" the app on my phone? Does this mean I have to delete the Charge 2 and not use it? Or is there a way just to make sure the tracker with the most steps recorded syncs first?

Also- I have manually logged some activities when I notice that there are no "active minutes" showing. Example- gardening, and also kayaking before I got the Inspire because I would take my tracker off to keep it from getting too wet. Is it still possible to add manual activity? I didn't realize doing this might also delete steps (though I haven't noticed this happening at those times).

Thanks for your help! Teresa

[SilviaFitbit]

Thanks for getting back @ladeebug67. Sorry for the delayed reply. 

I appreciate the details shared. I'll be happy to reply to each of your questions. 

How do I switch back and forth between them without losing data? You can use both trackers but you will need to make sure that you're not using them at the same time, let's say that you know you're going to walk where you'll find floors then you can wear your Charge 2 and not your Inspire HR. 

Is the "Fitbit App Gallery" the app on my phone? Does this mean I have to delete the Charge 2 and not use it? Or is there a way just to make sure the tracker with the most steps recorded syncs first? It's the Fitbit App Gallery but since you have a Charge 2 and a Fitbit Inspire HR you can have both synced to your account because you're not using two trackers that connect to the App Gallery. 

Is it still possible to add manual activity? I didn't realize doing this might also delete steps (though I haven't noticed this happening at those times). Since, you're not using your tracker and then manually log your activity, you can continue doing it. However, you don't have to wear your tracker and manually log an activity at the same time, this can override the data you'll get. 

Let me know if you have any additional questions. 

[ladeebug67]

Hi again,

Regrettably I just finally deleted my Charge 2.  I could not get my Inspire to Sync with the app, and even though I was only wearing the Inspire, it was constantly trying to sync both devices.   I still frequently get a get the "sync error, please try again".  In fact, right now it has not even finished syncing my steps from yesterday, and it's 4:00 in the afternoon the following day.  I'm on Wifi, I've got the bluetooth on, my battery is at medium, I've "reset" my fitbit, and still I get the "sync error, please try again".   

I'm starting to wonder if my Inspire is defective.  Is there a way to exchange it for another one?  This is getting really frustrating.

Thank you!

[ladeebug67]

OK- so it finally updated, and I lost active minutes again!  I went from around 50 active minutes down to 15 active minutes!!  And this time I know it's not the Charge interfering because I deleted that completely over a week ago.

This is getting reallyl frustrating.  Can you tell me how to exchange for a new one?   I don't know what else to try.  Thank you.

[ladeebug67]

Hi again,

Regrettably I just finally deleted my Charge 2.  I could not get my Inspire to Sync with the app, and even though I was only wearing the Inspire, it was constantly trying to sync both devices.   I still frequently get a get the "sync error, please try again".  In fact, yesterday at 4:00 in the afternoon it still hadn't updated from the day before.  I was on Wifi, the bluetooth on, battery at medium.  When it finally updated, I lost everything from my walk at 6:30 am until about noon.   My active minutes went from over 50 to 15, yet if you checked the heart rate box, it still clearly showed a 39 minute walk in the morning.    I've "reset" my fitbit, and still I get the "sync error, please try again".  

I'm starting to wonder if my Inspire is defective.  Is there a way to exchange it for another one?  This is getting really frustrating.

Thank you!

[#8]

Hi again,

Regrettably I just finally deleted my Charge 2.  I could not get my Inspire to Sync with the app, and even though I was only wearing the Inspire, it was constantly trying to sync both devices.   I still frequently get a get the "sync error, please try again".  In fact, yesterday at 4:00 in the afternoon it still hadn't updated from the day before.  I was on Wifi, the bluetooth on, battery at medium.  When it finally updated, I lost everything from my walk at 6:30 am until about noon.   My active minutes went from over 50 to 15, yet if you checked the heart rate box, it still clearly showed a 39 minute walk in the morning.    I've "reset" my fitbit, and still I get the "sync error, please try again".  

I'm starting to wonder if my Inspire is defective.  Is there a way to exchange it for another one?  This is getting really frustrating.

Thank you!

[ladeebug67]

Still losing data.   Anyone else having issues?   I'm still trying to work with customer service.   I have a Samsung S8 phone.

[mnick]

2nd day wearing my new Fitbit HR.  I had over 1000 steps logged on this morning, and now I have 0.  When I went to the online dashboard, it said I had 500.  Why is this?

[mnick]

Sorry, I meant Inspire HR.

[ladeebug67]

 I see that there is a new update for iOS if you have an iPhone that might be interfering with your data.  I have a Samsung.   When Fitbit released an update for the Samsung it seemed to clear up my issues, although there is still sometimes quite a lag in syncing... especially for the "active minutes" verses weekly exercise goal.   Sometimes my weekly goal won't show, but my active minutes will be double what I need to meet the goal.   I have not "lost steps" though since the update.