Losing steps and active minutes after syncing

[janita]

Over the last week after syncing im losing 1000s of steps ans not syncing correct amount of active mins anyone else having this issue?

Moderator edit: subject for clarity

[i-naomi]

Having the same problem I am losing half my active minutes every time 

[SunsetRunner]

Hi, I assume that you're loosing your steps in the Fitbit app after syncing your Versa. Correct?

[janita]

Yes

Sent from my iPhone

[Kiki63]

I am also having the same problem. Mine is also not showing the coordinated steps form Versa to my iphone. Versa displays one amount, Iphone a different amount.

[SunsetRunner]

Hi, try this:

1. Before doing the following suggestions do not remove or unpair your Versa from your Fitbit app.

2. Close en deinstall Fitbit app.

3. Restart your phone and enable BT.

4. Reinstall Fitbit app

5. Sync your Versa with your phone and see whether the problem is solved.

Good luck!!

[janita]

Not good we pay alot of money for these devices 😡

[janita]

This week after running or walking I sync my fitbit e.g 9000 steps but when i sync a second time ut goes down to around 8000 anyone else have these issuses? The step count remains correct on my challenges but not on my dashboard Unsure what to do 

[LiliyaFitbit]

A warm welcome to the Community @janita and @i-naomi! It's nice to see you around @Kiki63 and @SunsetRunner! I am sorry for the late response. 

@janita Thank for letting me know that you're losing steps and active minutes after syncing your device. I appreciate your time and feedback as we're constantly working on improving our devices and user experiences. I could see that you got in touch with the Customer Support team about this and recommend to keep working with them as they are going to take care of you.

@i-naomi Thank you for sharing that you're losing half of your active minutes. Have you tried the troubleshooting tips suggested by @SunsetRunner? I also recommend checking this help article for more information about active minutes.   

@SunsetRunner thank you for stopping by and providing the helpful tips! 

@Kiki63 thank you for sharing your experience. I would like to check if the steps provided by @SunsetRunner helped you resolve it? If not please let me know and I will be glad to follow up.  

Please keep me posted.

[KGregz]

I am also losing my active minutes when I sync, by about half. And it wipes it from my Versa on my wrist too. Before I sync, my versa will show 30 active minutes, but after I sync, it says 10 or 15 on both my phone app and my versa. 

I am having a similar problem with my active hours. I'll hit 8 hours with 250+ steps but my app will show that I only had 1 hour. Then, when I go into past days they all show zero active hours for the past week or so even though I know I had 7,8, 9 active hours those days. 

I already tried restarting my phone and my versa, and I uninstalled and reinstalled the app. None of that helped. 

[NikkiF135]

I’m not losing minutes,they just are not registering.  It stays at zero.😡.  

[janita]

Ive returned mine its so frustrating

Sent from my iPhone

[LiliyaFitbit]

Hello @janita! @NikkiF135 and @KGregz thanks for joining the conversation, it's great to welcome new members to the Fitbit Community! I am sorry for the late response. 

@KGregz I appreciate your participation in the Forums and for sharing your experience. Thank you for your efforts to resolve this. Since you've tried to troubleshoot this, I've sent your case to our Support team so they can investigate further. You will receive an email from them soon.

@NikkiF135 thank you for reporting the difficulty you're experiencing with your active minutes not being registered. There are several factors that can affect this and I recommend checking this help article for more information: What are active minutes? If you continue experiencing difficulty I recommend restarting your device by following the steps from this help article: How do I restart my Fitbit device? 

@janita I understand how frustrating this is for you and I'm sorry to hear that you've returned your device. I appreciate your feedback since this helps us to keep improving.

If you have any questions, feel free to let me know.

[AngusDe]

Depressing to see how long this has been going on. 

This evening, after my walk I was 13,186 steps with 107 active minutes, and now, 2 hours later, I look again and it is now showing  11,940 steps and 0 active minutes, and same on the Versa 2.

Several years on, 3rd device and the same 'bug' remains a 'feature'. Disappointing. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @AngusDe.

Thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate the additional details, I understand how you are feeling and I am here to assist you. For me to investigate further, please confirm if you have any third party apps connected to your Fitbit account? Additionally, I recommend checking if your Fitbit app is updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app?

Looking forward to hearing back from you.