Exercise details are missing

[Laura90club]

Having just completed my second exercise class of the week tonight . Just looked back at my Monday session and all of my stats have decreased and steps reduced. Very annoying. Can anyone give any advice as I don’t want inaccurate results

Moderator edit: subject updated for clarity 

[Marrrmaduke]

@Laura90club How much did they decrease? Also, could you please go to your dashboard on fitbit.com (in a browser) and check if the data is missing there? Thx!

[Hmadkins]

I’m having the same issue. Steps being dropped and exercise not picking up automatically. When I put something I manually it has reduced it

[Laura90club]

My data is still not there on the app or the dashboard online.very different results

[Marrrmaduke]

@Laura90club Are you syncing more than one tracker? How many steps did you have (I'm assuming it's steps) before and how many do you have now for the Monday exercise?

[DavideFitbit]

Hello @Laura90club and @Hmadkins, it's good to see you around in the forums. I'm sorry to see about the difficulties you're experiencing with your exercise details. 

Before considering other options, please confirm if your Fitbit device has been syncing with the app or dashboard, you should be able to see an indication of this in the account settings. 

Also, as @Marrrmaduke, confirm if you're syncing with more than one tracker, and if you've logged any manual activities that could've have an impact in the daily totals. Let us also know if you're constantly experiencing this, or if this is the first time that you see this behavior.  

@Hmadkins, could you please check if you're not seeing your exercise information in the online dashboard?  Or this is happening only in the Fitbit app with your mobile device? 

Keep me posted. 

[Laura90club]

Hi I am not using any other trackers . I also am syncing with the app. It’s ridiculous why this has happened.

[Marrrmaduke]

@Laura90club FYI, this is not a one way street. The raw data is synced via fitbit app from your Versa to Fitbit servers where the calculations happen and then back to fitbit app and your Versa. Some of the stats can be seen on Versa immediately as they do not require calculations in the cloud. Others, like sleep data, detailed exercises stats and so on need to be processed in the cloud first. So seeing numbers jump back and forth is nothing unusual. Usually after syncing several times, the stats are ready. That's why I am asking what the difference in steps is. I cannot advise if I do not know that info. This could have been a fluke or sth else entirely.

[DavideFitbit]

Hello @Laura90club, sorry for the late reply. 

Thank you for confirming that you're not using any other tracker. I've sent your information to the customer support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. 

Keep me posted on the outcome.

[Hmadkins]

I got a new Versa. Tech support told me to install latest software which I did. It’s still dropping steps when it resyncs and doesn’t auto recognize exercise

Sent from my iPhone

[DavideFitbit]

Thank you for this information @Hmadkins, I'm sorry to see that you've been experiencing this same problem with your exercises. 

It seems that you've been in contact with the customer support team recently, if you're still having the same problem I do recommend that you let them know in the same case where they were providing you with assistance, or please  let me know if you'd like me to go ahead and send them your information so they can provide you with further assistance. 

Keep me posted.