Step count

[cassiedg]

Hello everyone!!

I have an inspire 2 and I can’t seem to reset the step count on my phone app

[Odyssey13]

Hi @cassiedg  the steps automatically reset at midnight. If it doesn't sync a few times and restart your device.

[cassiedg]

Thank you. 

It is the app that I cannot seem to work out how to reset. My Fitbit is second hand and I can’t seem to wipe the previous persons step count 

[Odyssey13]

@cassiedg  when you set up, you're using your own email address and not the other person's. The only thing you might see is burned calories, but not steps.

[cassiedg]

Yup, that’s what I’d hoped and they said they did a factory reset before selling it to me. But it definitely still comes up with steps taken even before I bought it, not calories. Never mind!! With all that’s going on in the World, it’s a very small issue!!

[Odyssey13]

@cassiedg  how far back do the steps go? I'm pretty sure they wouldn't be there once you set up under your own name. I've asked a Fitbit Moderator to stop by to see if they have any suggestions. Now, I'm curious!

[cassiedg]

You’re so lovely!! My friend who sold me the Fitbit only bought it six months ago. There’s step counts on there from like 2020!!!! This is only on the app by the way, the Fitbit itself seems to work like a dream!! I’ll see if I can screenshot what I mean!!

 

[DavideFitbit]

Hi, welcome to the FItbit Community forums, @cassiedg. 

Thank you for sharing your inquiry about the number of steps that you see on the app. 

The device should only store information for approximately 30 days and the information is only transferred to your account when you sync, but you should not be seeing this information if you used a different e-mail address to set up your device. 

Just to confirm, is this the first Fitbit device that you have set up in your account and are you using your own personal e-mail address that hasn't been used for other Fitbit devices in the past? 

In the meantime, make sure the MobileTrack feature is not activated, as this allows your phone to keep track of your stats when you leave your Fitbit device at home. You can find more information about this feature here. 

I'll be around. 

[cassiedg]

Thanks for replying. Yes,

first time I’ve even had a fit bit and I certainly have never signed up to anything before!!

[DavideFitbit]

@cassiedg Thank you for your reply. 

In this case, since you already tried some troubleshooting steps and you continue to have the same problem, I recommend that you get in touch with the Customer Support team for further assistance with this, and so they can take a look into your account. They will let you know how to proceed. 

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

Have a great day.