Missing Workout History

[SoCaliMommy]

 I've tried all the tips and it still shows December 16-22 2018 as the last tracked Exercise logged . If i hit Steps on the app on my phone and scroll i can click on the last date of exercise 1/18 and it shows step data * the exercise was walking on a tredmill * . I know i synced my phone after the excerise so no clue why it's missing. 

[Marrrmaduke]

@SoCaliMommy Open your fitbit mobile app, tap on the Versa icon and scroll down to the Sync section. Check there when the last sync was. Also, please go to Dashboard on Fitbit.com and check if your workout history is missing there.

[SoCaliMommy]

Last sync was today and it's also missing from the online dashboard. 

[Marrrmaduke]

@SoCaliMommy just to confirm: 

- you start workout manually on your Versa.  The stats are displayed properly soon after you finish. 

- the tracker syncs but the data is missing from both Fitbit mobile app and Fitbit.com

- you open Today app on your Versa (swipe up on main screen), scroll down to workouts and the workout data is missing now?

Can you please take a few screenshots for me?

- sync section of the Versa from Fitbit mobile app

- workout section from Fitbit mobile app

- a picture of your Versa Today app - workout section.

I would like to get to the bottom of this. Thank you.

[SoCaliMommy]

 It shows that its suppost to automatically recongize exercises and has seemed to have stopped doing that since it didnt track 40mins of walking. 

[Marrrmaduke]

@SoCaliMommy you mentioned workouts missing/disappearing. I thought you manually started walking exercise on versa, it got recorded but never synced to your app. Now it seems to me that you meant smarttrack - that your tracker does not autorecognizes your walks. Is that the case? If yes, please open Fitbit mobile app, tap on Account icon, scroll down to Exercise, and toggle Walk autorecognition OFF. Sync your tracker, then toggle autorecognition back ON (set it to 10 minutes), and sync the tracker again. Also, please reboot your Versa by pressing and holding the left and bottom right buttons until Fitbit logo flashes.

[SoCaliMommy]

 Still doesn't work and support wasnt helpful at all, claimed they are looking into the issue and the last chat with them they didnt even give a refrence # just said they would look into it  . What a waste of money and now i can't even return in to where i bought it because its past their 45 day return policy. 

[Marrrmaduke]

@SoCaliMommy Does it recognize other exercises? For example, if you go for a walk outside (at least 10 minutes), does it log it automatically into your app after the sync? Perhaps, you have problems only with the treadmill? If that's the case, I would start the exercise manually on Versa. Alternatively, you can try restoring your tracker to factory defaults (performing factory reset). This will wipe your Versa, so please sync first. You will also need to delete your tracker from your Paired Devices list in your phone Bluetooth settings. You can perform factory reset by going to Settings on your Versa, scrolling down to About and tapping Factory Reset. Once Versa resets to factory defaults, you will need to set it up again by adding it as a replacement device in the Fitbit mobile app. Good luck!

[SoCaliMommy]

It doesn't auto recongnize anything and hasn't since December. I've factory reset/ then re paired it as a new device already once thinking that would fix the issue and it didn't help.

[Marrrmaduke]

@SoCaliMommy Thank you for the info. This should not be happening. I am flagging your post for Customer Support assistance.

[GraceGFitbit]

Thanks for stopping by @SoCaliMommy. I've noticed that you have received great assistance from @Marrrmaduke. 

@SoCaliMommy, by checking with our support, I confirmed that you have already a case. For you to have the best possible experience, I recommend you to continue the assistance with them. They will be contacting you via email. 

Thank you for all your patience and efforts into this matter. 

Let me know if you have any other question or comments!