Fitbit Versa 2 step-count delay

[JoannieC]

I had a Charge 2 and just upgraded to Versa 2, I noticed the Versa 2 step-count delay, for example the current steps are 1500, then I walked for like 80 steps, it should be 1580, instead it shows on the tracker has 1530 steps, then after a while (no walk), it shows 1560 then a little while again later it shows 1582.  Does anybody has the same issue with step-count delay?  My Charge 2 doesn't have this problem.

[LizzyFitbit]

Hi @JoannieC. I'm glad to see you here in the forums.

It's great that you got the Versa 2 and thanks for letting me know that the step counter hasn't been updating correctly. I understand that this didn't happen with your previous Charge 2 and let's work on this together. Just to confirm, is this delay also reflected on the Fitbit app? If you've not done so, try performing a restart to correct your Versa 2's behavior.

I'll be around, keep me posted.

[JoannieC]

Hi LizzyFitbit,  after testing my Versa 2 for three days, I found out not only the step counts is delayed but the steps are constantly increase or decrease, it also count steps when I sleep, when I got up it's showing I have few hundred steps, there was no other movements, fans and AC were not turned on, I had to wear my tracker for the heart rate so I don't want to take it off. To answer your questions, it showed the same step count on both tracker and in the app after syncing.  I have done the troubleshooting as follows:

-  Restart tracker

-  Restart tracker for 3 times in a row.

-  Factory reset of the tracker.

-  Restart my iphone (I have the latest IOS version 13.2.3)

-  Turn off and on and even forget and reconnect the Bluetooth

-  Sign out and sign-in the Fitbit app

-  Uninstalled and reinstalled the Fitbit app

I have removed my older tracker, Charge 2 from the account and Bluetooh.

I googled and found out the step-count problem have been going on for sometimes, 

I recently bought a Versa Lite Edition from fitibit.com but the tracker had many problems like not able to receive notifications and then firmware update got stuck can't fix it back, so I returned it. 

Then I bought a Versa Special Edition from a store, it had the step count problems (thousands of steps increased) so I returned it to the store.

Now I bought this Versa 2 from fitbit.com, it has the step count problem too.

Sorry but I am getting frustrated.  What solution you can offer me?

Moderator edit: format

[LizzyFitbit]

Hi @JoannieC. Welcome back! I'm sorry for my delayed response.

Thanks for sharing detailed information about your Versa 2, as well for taking the time to troubleshoot it on your own. You did a good job! I know how frustrating this experience has been for you and appreciate your efforts in get your watch working correctly. I was checking with our Support team and apparently they already took your case under their wings. They'll continue providing you with assistance via email.

If you need anything else, let me know.

[JoannieC]

Hi LIzzyFitbit,

Thanks for your response.  I have contacted Fitbit support team a couple of days ago and not is going to get this issue resolved with a replacement unit.  

[LizzyFitbit]

Hi @JoannieC. Hope you're doing well.

That's fantastic news! Thanks for keeping me updated and I'm glad that you'll receive a replacement watch from our team. I'm sure you'll crush many steps with that one!

In case you have some spare time, I’d like to invite you to visit our Discussion Board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted.

See you around. 😊

[Burdman]

I also have quite a bit if step count delay. Makes me wonder if I'm getting an accurate count. Have reset, re started both watch and app.. still happens.

[LizzyFitbit]

Hi @Burdman. Welcome on board! I'm sorry for the delayed response.

Thanks for joining this thread and sharing that your Versa 2 has a step count delay. You did a great job with the troubleshooting steps and let's work on this together! Your watch has a finely-tuned algorithm that looks for intensity and motion patterns to track your steps. If you walk while watching your watch's display, your arms aren't moving or you're not wearing it correctly, you may see a slightly delay in your step count.

To look into this, may I know if this happens when doing a certain activity? Is the discrepancy displayed on your watch or in the Fitbit app? I'd recommend to try the following:

1. Make sure your wrist settings are correct in the Fitbit app.
2. Verify your height is also correct in your personal info.
3. Adjust your stride length in the Fitbit app.
4. Ensure your watch is updated to the latest version.
5. Restart it one more time to correct any misbehavior.
6. Wear it snug on your wrist and monitor its behavior.

Let me know how it goes.

[TerryGarcia]

I got my Fitbit Versa 2 yesterday .  It is NOT calculating my steps correctly.  It is behind in calculating.  I was very excited to get this yesterday, but now only frustrated !  Please help !  Thank you.

[TerryGarcia]

I have tried to reset this Fitbit through the Fitbit itself, turn off and on Bluetooth like instructional video said and still no luck .

[LizzyFitbit]

Hi @TerryGarcia. Welcome on board! I'm sorry for the delayed response.

Thanks for letting me know that you're having the same issue with your Versa 2, and for the steps tried on your own. I know how you're feeling about not getting accurate data and let me help you out with this. Just to confirm, are you seeing the discrepancy on the watch itself, or is it on the Fitbit app? Aside of restarting your watch and rebooting the Bluetooth, did you try the steps that were suggested in my previous post? Please reply back with these details so I can further investigate on my end.

I'll look forward to your response.

[TerryGarcia]

I did everything! Still nothing. I have already packaged it up and sent it back . After reading all the reviews on this Fitbit Versa 2 I will never buy another one. They all seem to be dysfunctional as I read numerous people all having the same problem as myself. I did everything to try and get it to work as well as my husband.
They simply don’t work.

Sent from my iPhone

[LizzyFitbit]

Hi @TerryGarcia. I'm glad to see you here again and I'm sorry for the delayed response.

I appreciate you for trying the steps from my previous post and for your efforts while working on this matter. I understand your concern about getting accurate details from the Versa 2, and I'm sorry that you've had this experience. Our team constantly reviews the feedback posted in the forum as that helps us to implement improvements on our devices, services and overall environment. Your comments won't be taken for granted and you're always welcome back to the Fitbit family.

If you need anything else, don't hesitate to let me know.