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Inspire HR steps reset after syncing

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‎10-22-2020 13:47 - last edited on ‎10-25-2020 12:37 by Fitbit Moderator

‎10-22-2020 13:47 - last edited on ‎10-25-2020 12:37 by Fitbit Moderator

I just got my Fitbit inspire hr today. Every time I click into the app and it “synchronises and refreshes” the steps are then wiped on both the app and the Fitbit itself. Everything else looks fine. 
I have tried everything, restarting both Fitbit and phone numerous times, updating iPhone software, turning Bluetooth off and on - everything. 
please help as the main reason I bought it was to track my steps. Very frustrating 

 

Moderator Edit: Clarified subject

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4 REPLIES 4

‎10-25-2020 12:36

‎10-25-2020 12:36

Hi @Carla_G, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here, I understand how frustrating this situation can be for you. Our Customer Support team informed me that they already provided you assistance to resolve this situation. That said, I recommend you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case.

 

I'll be here if you need anything else.

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‎10-27-2020 14:08

In response to RicardoFitbit

‎10-27-2020 14:08

Hi, just received my Inspire 2 and it’s doing same thing as this post — upon syncing, all steps since first sync are wiped out. I have restarted multiple times and reset connection with the app. Any insights appreciated. 

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‎10-28-2020 03:16

In response to SunsetRunner

‎10-28-2020 03:16

Hi Linette!


Yes Ricardo - I did seek help from the online chat however they were zero help and gave me all the same suggestions which I found when I googled the issue. None of which solved the problem. 

Linette - One thing I was never advised was that “MobileTrack” needs to be installed and running within the app to ensure steps are synced from watch to phone. Ever since I installed this the steps have not wiped once!!


There is an option somewhere within the app to install it and you will see it listed when you click your face on the top left hand corner of the app. 

Hope this helps! Took me a whole evening to figure it out haha 

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‎10-28-2020 17:10

In response to Carla_G

‎10-28-2020 17:10

thanks Carla. I couldn't find the "MobileTrack" you mentioned, but I did do a full reset (again) of the Inspire 2 today and then re-connected to the app. Seems to be working now and not wiping out my steps (fingers crossed it keeps working). I'm keeping the box and receipt for a bit longer to make sure I don't end up needing to return this one. First world problems here, but still annoying! 

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