Inspire lost steps

[SunsetRunner]

I have an Inspire and Charge 5.   Sometimes I like to wear my dress watch so I wear my Inspire.  I have to remove the Charge 5 from my account before adding & syncing the Inspire.  This evening I received 4 error messages before connecting to the app on my iPhone.  Finally it connected and synced, BUT before syncing it showed 5376 steps after syncing the device & the app showed 937.   I had no other device around.  

[EdsonFitbit]

Thank you for visiting the Fitbit Community, @SunsetRunner.

I’m sorry to hear about the difficulties you experienced with your Fitbit Inspire.

In this case, I would recommend restarting your Inspire by following these instructions.

If necessary, you can add steps to your account by manually logging activities like Walk, Run or Hike in the online Dashboard fitbit.com. Please be aware these steps don't count towards badges, Lifetime or challenges.

You can find some recommendations in this article when using multiple Fitbit devices.

Hope this helps.

[SunsetRunner]

Thank you for your help!

[EdsonFitbit]

You're welcome, @SunsetRunner.

I'm glad to have been of help.

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

See you around.

[SunsetRunner]

Here it is about a month later and have reset devices.  However, the problem continues.  This morning I wore my Charge 5 and registered 1675 steps.   I then removed the device and added my Inspire, which showed 6534 steps.   You guessed it after syncing it read 1675 steps.  I am really fedup and disappointed with Fitbit.   I am at the point of just not wearing the Inspire at all.  I really would think that Fitbit could correct this problem.

[EdsonFitbit]

Thanks for the update, @SunsetRunner.

In case of having multiple devices, we recommend putting away the device that was not in use before syncing the second one.

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.

[SunsetRunner]

Wanted you to know that I wore my Charge 5 to bed got up and did my normal routine while wearing the Charge 5.   I synced it and then put on my Inspire.   To make sure I was out of range I went to church, which is 5 miles away.   I deleted the charge 5 from my account and added the Inspire and synced it.   You guessed it all of my steps were gone as well as my sleep data.   This needs to be fixed.   I've seen the discussion on adding more than one device and that it was in progress, but that was back in 2014.    

[Julia_G]

Hi, @SunsetRunner , if you are switching between devices it is very important to sync BOTH devices before you switch.  So, say you are wearing your Charge 5 all day but want to switch to your Inspire for the evening.

First, sync your Charge 5.  Make sure it really does sync and your steps are recorded on your account in the app.  Next set up your Inspire, which will automatically remove the Charge 5 (you don’t need to delete it first).

Finally, sync your Inspire to your account, and check that your Inspire itself (not just the app) shows the steps on the app.  If it doesn’t immediately then sync again.  Once the steps are on the Inspire you can put it on and go out and you should not lose any steps.  If you head out wearing your Inspire before it has reflected the steps on your account then you are likely to encounter this issue later when you sync.

I hope this helps.

[SunsetRunner]

Thank you for your suggestion but: 

I did sync my Charge 5 before changing devices.  I did check steps and sleep data to make sure they were reflected.  Since I had been told to make sure the device I wasn't using was put away and out of range I went to church, which is approximately 5 miles away.  I then changed to the Inspire, but had to remove the Charge 5 from my account since the app will not let me connect both devices at the same time.  When switching the app asks if I want to switch to Inspire and it removes the Charge 5. It connect the Inspire and syncs it.  The steps and the sleep data from the charge 5 were gone.   It may sound strange traveling before adding the Inspire, but I would lose steps & sleep data no matter where I put the Charge 5 after adding the Inspire.   Then problem seems to be that once the Charge5 is removed from my account and the Inspire is connected the Charge 5 sleep and steps vanish even though the Charge5 has been synced prior to changing to the Inspire.   

[Julia_G]

Hi, @SunsetRunner , I don’t actually agree with the need to be in a different place when swapping.  In factI think it is important to be in the same place!  So that you can see that the steps are reflected on both devices.  The only time I would recommend separating is if having two devices close to each other means the connections are interfering with each other (confusing Bluetooth).

I have to say I have never experienced your issue when switching as long as I follow the steps outlined above, but I will do the experiment and see what happens!  I do have a Charge 5, but my other device is Inspire 2 not Inspire, but I would not have thought that would make a significant difference.

I’ll check and report back.

[Julia_G]

Hi, @SunsetRunner apologies for the delay in responding.  I have now tried the experiment twice: using my Charge 5 for part of the day and then switching to Inspire 2 for the rest of the day and checking my steps. 

I did not lose any steps either day.  I’ll share some photos I took.  Here is the Charge 5, showing my steps up until the switchover.

Next, I synced the Charge 5.  Here’s my app showing the steps.

Once it was synced, I set up my Inspire 2 and I synced it to make sure it showed the steps from my app.  I did not go anywhere.  I had them both together to make sure the numbers matched - the app and both Fitbits showed the correct number of steps. (Sorry - I should have tried to get a picture of all 3, but you get the idea. ).  Here is the Inspire 2 showing the same steps as the Charge 5 and the app.

With Inspire 2 all set up and synced, showing same steps as Charge 5, I went out for a walk, and came home with more steps.

The last step was to sync my Inspire 2.  Here’s a photo of my app showing that no steps were lost in the switch between the Fitbits

I have only shown pictures of the second test, but my first one showed similar results.

I would add that in neither case was my sleep data changed, and this is exactly what would be expected.  Once your sleep data is uploaded to your Fitbit account, it should not change from switching trackers, or change even if you delete your Fitbit altogether.

The fact that you have lost steps - and worse, sleep data, suggests to me that it is possible that your Charge 5 did not fully sync before you changed trackers.

I hope this helps!  If you continue to get issues, maybe you could share some photos as I have here so someone could investigate this further.

[SunsetRunner]

Hi @Julia_G I just saw your post with the step by step instructions & pictures and thank you so much!  I don't have the Inspire 2.   I have just an Inspire & I can't have the Charge 5 on the same account.  One or the other has to be removed before adding the other.   I did find the answer to my problem though.  After syncing the Charge 5 or the Inspire I would add the device I was going to use.  I would remove the one device that it required me to do before adding the other.   In the instructions on the app it will tell you to connect to the charger.   My Fitbit would be charged so I skipped this step.  BIG MISTAKE.   Whether the Charge 5 or Inspire is charged this step must be followed.   Now I synced the device I was wearing, Charge 5.  Then on  the app chose add device.  The instructions say to remove the Charge 5 from the account, connect the Inspire to the charger and then go through the steps to add.  When I followed these steps it worked and none of the  previous data was lost.   Strange that it must be attached to the charger while adding.  Evidently these steps don't have to be followed with the Inspire 2.   You are fortunate!   Again thank you for your time and help!  

[SunsetRunner]

Just to let you know I continued to have the problem, but have finally solved on my own.   I was not connecting to the charger when switching devices.  That seems to be a key step whether your device is charged or not.  You can see my complete reply below to Julia_G below.

[Julia_G]

Hi, @SunsetRunner , yes, I understood that you only have an Inspire HR - but it really works the same so my instructions are the same.

You don’t really need to add it to the charger first. It is likely that adding it to the charger forced it to sync thoroughly, so that’s great if it helps you.  The important thing is to make sure everything syncs before you switch.  But I am glad that you are finding a system that works for you.