Inspire HR mixing swimming activities and adding steps

[cazbryn]

My Inspire HR is 2 years old and suffering from dementia.  Originally it knew when I was swimming without having to tell it (except in the sea in a wetsuit).  Recently it started telling me I was doing 'elliptical' rather than swimming.  More recently it just counts 1000s of steps.  So, I tried telling it I was swimming.  I'd go for 100 lengths and it would lose the plot at various points in my swim.  I swim the same stroke and only pause long enough to turn after each length.  Even if it gets the correct number of lengths, it credits me with between 4000 and 6000 steps.  It usually gets the length of time in the pool right.  I have tried restarting it and uninstalling/reinstalling the app to no avail.  Is it in its death throes?

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community, @cazbryn.

I'm sorry to hear about the difficulties you experienced with your Fitbit Inspire HR. Thank you for trying to get them resolved before contacting us.

Our team is aware of an issue with steps registered during a swimming session, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

If necessary, you can negate the extra data by manually logging a driving activity. For instructions, please visit this article and open the menu "How do I delete steps and floors in the Fitbit app?".

Regarding the situation with the wrong exercise being recognized, our team has recently released a new version of the Fitbit app (3.50 iOS and 3.50.1 Android). For instructions how to check your current version and update, please visit this article and open the menu "How do I update the Fitbit app?".

Hope this helps.

[cazbryn]

Thanks for the quick response.  Unfortunately, no help.  I followed the first link and my Fitbit says it is up to date - version 3.49.1.  When I visited the article about deleting steps and floors it merely told me that I can't do that.

[EdsonFitbit]

Thanks for your response, @cazbryn.

The instructions shared above are intended to negate the extra data. If your steps are negated, you will no longer see them in your Fitbit account and your calories burned for that day won't be affected for the extra steps either. 

If you followed our recommendations without luck, the best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

Have a nice day.

[cazbryn]

Ok.  So it had gone back to registering I was swimming, without me having to tell it, but was still adding anything from 1000 to 6000 steps over the course of the swim.  I just followed the instructions for putting a driving activity in to get rid of the extra steps.  This worked, but totally removed my swim and the credit for the exercise.  I then added the swim details back in and have a reasonable score of steps, swim and calorie usage now.  It is a pain if I have to do this every day though.

[cazbryn]

Hi.  This is pretty urgent.  The hassle of deleting and adding exercise every day is driving me silly.  So, I decided, after looking at your website, to go for the offer on an Inspire 2 which gives a year of the premium service in the price.  BUT, I have the premium service on my existing Inspire HR which is due to run out on 19 December.  I have cancelled it, but still can't buy the Inspire 2 with the premium at the great price.  Is there any way round this?  Basically, I had decided to have the Inspire 2 now because the HR was letting me down badly.  If I wait until the premium service runs out, I will have another month of hassle and lose the good deal on the price of the Inspire 2.  I do hope you can help.

[EdsonFitbit]

Thanks for the update, @cazbryn.

Thank you for the time you spent dealing with this situation and for your interest in purchasing the Fitbit Inspire 2.

The best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

See you around.

[cazbryn]

Thanks for all your help, Edson.  My partner has decided to treat me to a new Inspire 2.  Let's hope this resolves the issues.

[EdsonFitbit]

Thanks for your response, @cazbryn.

Congrats on your new Fitbit Inspire 2. You can find the User Manual here.

On another note, you are welcome to visit the Health & Wellness board to talk with other members about health and fitness.

Have a nice day.

[cazbryn]

My new Inspire 2 arrived yesterday.  I took it for its first swim this morning.  What a disappointment.  It added approximately 3500 steps between getting in the pool, and getting out of the pool an hour later.  I had this new one because this was happening with my 2 year old Inspire HR and I thought it was faulty!  A waste of money - it's going back for a refund.  I don't know what the Fitbit people have changed in the algorithms, but I'm not happy about it.

[cazbryn]

Hi Edson.  I hope you can help me.  I have spent quite some time going round in circles, trying to find out how to get hold of Customer Support, so I can get a return authorisation number for my Fitbit Inspire 2.  It is looking impossible to me.  I can't telephone because I don't hear well enough, there is no email address and I can't even find an address that I can write to.  Also, am I correct in assuming I need to return it to the address that it was dispatched from or is there a returns depot.  Thanks in advance.

[EdsonFitbit]

Thanks for your question, @cazbryn.

If your Fitbit Inspire 2 was purchased from the Fitbit Store you can chat with Customer Support online. They will do their best to provide a high level of support. Whether your Tracker was purchased from a retailer, please get in touch with the retailer for further assistance.

See you around.

[cazbryn]

Thanks for all your help on this, Edson.  A very helpful lady (Janine Kris) sorted us out yesterday in an online chat.  Much relieved that the Inspire 2 is safely on its way back.

[EdsonFitbit]

Thanks for the update, @cazbryn.

I'm glad to hear that you were able to get in touch with Customer Support.

Have a nice day.