Different steps on the watch and app

[Michael081269]

• Why does my versa watch face show a different step count to the one the syncs to the fit bit app?

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @Michael081269. I am sorry for the delayed response.

I appreciate your participation in the Forums and sharing your concern regarding the different step count you see on your Fitbit Versa and the app. Data automatically syncs to the Fitbit app throughout the day and it's possible that you see the number of steps on the app when your watch synced the last time. You can manually sync your watch in order to see the latest and updated information in the app. You can follow the steps from this help article: How do I manually sync my tracker or watch?

If the issue persists, please let me know if you manually log any exercise or have any third party app connected to your Fitbit account. I will be glad to investigate further. 

I'll be around. 

[Michael081269]

Yes that’s not the issue. I did not word it well.
The count on the face of the watch is different from that when u swipe up from the bottom of the watch ?
Also when I view those steps in the app, the steps per minute bar graph shows an exact count for each section?

Sent from my iPhone

[LiliyaFitbit]

Hi @Michael081269, thank you for your reply. 

I appreciate the additional details of the issue and recommend doing the following:

1. Restart your device by following the steps from this help article: How do I restart my Fitbit device?

2. Switch to a Fitbit clock face if you're using a third party clock face: How do I change the clock face on my Fitbit device? 

Regarding your concern with the steps per minute bar graph, if possible, please provide a screenshot. I will be glad to investigate. You can find the instructions on how to share an image on this post. 

Please keep me posted.

[Michael081269]

 

 

 

[Michael081269]

As you can see what is on the face of the watch does not match the app info, the problem I think is with the minutes exercised in the app, I feel the watch face shows the correct info for my working day walking.

[LiliyaFitbit]

Hi @Michael081269, thank you for your reply. 

Thank you for providing the additional details, a photo and a screenshot. I really appreciate your efforts and your time. I would like to confirm if you manually sync your watch, do your steps change on your watch? 

Looking forward to your response. 

[Michael081269]

I manually and auto sync and yes the steps change on the watch. 

[Michael081269]

Actually now I have re read your question I don’t fully understand what you’re asking.

[Michael081269]

 

 

[Michael081269]

Trying a factory reset, getting annoyed

[LiliyaFitbit]

Thank you for your reply, @Michael081269. I am sorry for the delayed response. 

I appreciate your troubleshooting efforts and a screenshot. I wanted to confirm if after syncing your watch the steps on the watch change to what you see on the app. Thank you for providing the additional details and for trying a factory reset to resolve the issue. I am sorry that you are going through this situation, I totally understand how you are feeling. Since the issue persists, I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox. 

I'll be around. 

[Michael081269]

Hello.

yes I refreshed it before taking the screen shots and photos.

i have changed to a Fitbit face and the factory reset did not help.

 

 

 

[LiliyaFitbit]

Thank you for the update, @Michael081269. 

Thanks for the additional details and a screenshot. Out Support team will be glad to investigate this further and help in the best possible manner. Please keep working with them. 

Let me know if you have any questions.

[vjtri]

I have the Charge 5. My Fitbit and my dashboard are not showing same number of steps.  I’ve tried to sync but with no success. My dashboard reflects the steps after my morning run but has not updated since. 

[Michael081269]

Did you run with a running app, I use to use Strava and when I synchronised the run the steps from Strava over-rides those from my Fitbit.

Michael connolly iPad