RESOLVED: Steps count increase while charging Fitbit Versa

[AlessFitbit]

Fitbit Update: 9/09

 Hi, Versa Fam! 

Thanks so much for your patience while our team continues to investigate and work on this issue. We're still working on this and I hope to have more information for you all very soon. 

As soon as there is a fix in place, I will make sure to announce that here. Please stay tuned and subscribed to this thread for updates. 

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Fitbit Update: 7/25

Hey, everyone!

I know many of you are wondering what the status on this bug is and I'm here to reassure you this is still being worked on by our team. For anyone still getting ghost steps on their Versa's, we are definitely working towards a fix. I don't have a timeline for when the fix will be released, so I appreciate everyone's patience for the time being. I recommend if possible, placing your Versa on a different flat surface without any vibrations to prevent the extra steps. 

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Fitbit Update: 6/21

Hi, everyone!

Sorry to hear that some of you are accumulating unwanted steps while charging your Versa's. Thank you for taking the time to report this issue here on the forums. Our team is aware of this affecting some of you and is working towards a fix on a future firmware release.

Thanks for your patience for the time being. 

[slellis128]

Sorry to hear that... I think everyone is vulnerable to the ghost steps eventually. You have been watching it so closely and I had hoped yours would be one of the good ones. Mine is all packed up and ready to go back now. I'm happy they decided to give me the refund...

[wetdog1965]

My wife got her new one. Had a hell of a time connecting, but once it did
and updated everything seems fine. Hopefully, this is the fix???

[wetdog1965]

The new one doesn't get ghost steps but does NOT do heart rate. After resetting, updating and a long call with tech support another Versa is on the way.  I think FitBit may have a lemon in this model. ????? 

[winnie1280]

Oh dear...it seems as though we are just swapping one problem for another.
I am so disappointed in Fit Bit.

[slellis128]

I put 4th Versa in the FedEx drop box this morning to return for a refund. I was tired af all the issues and contacted the BBB. Long story short... FitBit support told me I was not eligable for a refund because i was outside the return window. After I contacted the BBB telling them I received 4 defective devises, now I am eligible for a refund. 

[Cljf]

It is not just steep count. Read the posts on sleep tracking. There are at least as many or more posts, with frustration, anger and disappointment that sleep tracking does not work. It seems apparent that there are multiple issues...including many who report a complete breakdown when submersed in even shallow water. And screen cracking, which is not repaired by Fitbit and not covered in the warranty.

it seems this device was rushed to market without adequate long term testing. Thus the confusion now. In addition, customer support for sleep tracking, at first at least, mirrored the same here...rather inane common sense suggestions and an early disregard of a device issue.

all this is unfortunate, as.like many, we have had good luck with prvious  Fitbit, including the Blaze which is still going strong and serves as our fallback. One can only hope Fitbit will start over and do the versa right this time. Problems with ionic as well do not bode well for the Charge 3!

[geepondy]

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@slellis128 wrote:

I put 4th Versa in the FedEx drop box this morning to return for a refund. I was tired af all the issues and contacted the BBB. Long story short... FitBit support told me I was not eligable for a refund because i was outside the return window. After I contacted the BBB telling them I received 4 defective devises, now I am eligible for a refund. 

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Will you try another Fitbit product or are you done with them?  I went back to my less functional but dependable One of which Fitbit in their infinite wisdom has decided to discontinue.  If this dies, not sure what I will do.  I do like my Fitbit friends and challenges but am so disappointed in the company.

[slellis128]

I went back to my Flex 2. Which as i am typing, I realize it it also a replacement... My first one died after about 6 months... if my flex 2 fails, I also have a One which I could use. But, to answer your question, I think I am done with Fitbit.  It seems like their older products worked better my One is many years old and still works!! They will have to make a lot of improvements to get me back as a customer. I actually thought about switching from android to Apple phone so I could use an apple watch. My husband has used his for over 3 years without one issue. But I just don't like the apple phone that much...

[MarcoGFitbit]

Hello everyone, I hope you're doing well. 

I appreciate you have all taken the time to share your experience about this situation. We really appreciate our members's input and feedback and I would like to thank you for yours. Our team is always looking to improve the Fitbit experience and I assure you that having your input on this thread will help them in future updates. 

I sincerely apologize for the inconveniences this issue has caused you. Once we have more to share with you about this situation or a new update for the Versa, we'll make sure to post it here in the official Forums. 

Thanks for your patience and understanding, I hope you all have a great day! 

[Vista]

The step count on the fitbit doesn't match the nbernon the ap. Also I just walked 100 steps to see how it calebtated and it added six steps. Also just now while I've been online it has added 17 steps. What's up. 

[Criable]

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@MarcoGFitbit wrote:

Hello everyone, I hope you're doing well. 

I appreciate you have all taken the time to share your experience about this situation. We really appreciate our members's input and feedback and I would like to thank you for yours. Our team is always looking to improve the Fitbit experience and I assure you that having your input on this thread will help them in future updates. 

I sincerely apologize for the inconveniences this issue has caused you. Once we have more to share with you about this situation or a new update for the Versa, we'll make sure to post it here in the official Forums. 

Thanks for your patience and understanding, I hope you all have a great day! 

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@MarcoGFitbit, @AlessFitbit

Hi both, this problem was reported in April and we are at the end of August now. How much more patience you expect from your customers. The usual delay tactics doesn't work anymore because there is no longer any trust left. I hope you can help me with the refund of 2 Fitbit versa which I've bought outside the U.S. Thank you

[Buercky]

My versa also adds steps while charging.  It looks like this has been an issue for over 3 months on this forum.  I would think there would be a fix by now.  At the very least,  it would be nice to be able to manually delete the steps. 

[Runtu]

Okay, well since the software update: things seem to have adjusted, the floors are now again correct over the last 2 days, not getting any ghost steps, but remember I only had one day of about 1000 ghost steps and about 14 extra floors. Since then all seems normal.  My husbands Charge 2 did exactly the same thing, so I can’t say it is a Versa thing. I believe the software takes a bit to adjust.  It has been 4 weeks since I receive this Versa, matching it with my husbands and really I am just not experiencing the same amount of ghost steps all others have.  Still watching and am just beginning to enjoy this smart watch.  Will continue to see and post results here.  Wishing you all a better experience.

[Philippsan]

Perhaps I am missing something here, but would the solution for Fitbit not just be to detect if the watch is currently being charged und not record any ghost steps during this period? I cannot imagine a scenario where the clock is being charged and I am wearing it at the same time. If so, the solution to this problem would be dead simple and I cannot understand why the solution is taking so long. 

[AlejandraFitbit]

Hi everyone!

I hope you are doing fine, thanks for your input and feedback. As mentioned previously, our team is always looking to improve the Fitbit experience and I assure you that having your input on this thread will help them in future updates. 

I sincerely apologize for the inconveniences this issue has caused you. Once we have more to share with you about this situation or a new update for the Versa, we'll make sure to post it here in the official Forums. 

Thanks for your patience and understanding. 

[jordantodd_14]

My versa does this same thing  everytime I charge its counting thousands ss of steps. help?

[tntviper1]

i am getting the 3rd one shipped now, seems to be a huge issue that needs to be fixed 

[Thatkassplaya]

Is this bug any close to being fixed? Same thing happened to me last night while charging. I tried to add “driving” to negate the erroneous steps, but they are still showing up and throwing off my step count for the day.

[Criable]

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@AlejandraFitbit wrote:

Hi everyone!

I hope you are doing fine, thanks for your input and feedback. As mentioned previously, our team is always looking to improve the Fitbit experience and I assure you that having your input on this thread will help them in future updates. 

I sincerely apologize for the inconveniences this issue has caused you. Once we have more to share with you about this situation or a new update for the Versa, we'll make sure to post it here in the official Forums. 

Thanks for your patience and understanding. 

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@AlejandraFitbit

Can you assist to help me refund the 2 Fitbit that I’ve bought from outside the U.S? I have enough of “we are still working on it” message. Thank you in advance. 

[Monty777]

I get the same ghost steps. I woke up this morning after wearing the versa all night and already had a total of 26k steps. However if I check the daily step graph (the one that records everything in 5 minute intervals) the values here seem to be correct - so it's only the total steps that seem to be affected. Is there any way to add a facility to the dashboard to recalculate the total steps based on the data from the graph? While this is a bit of a pain to have to do this at least it would fix the issue for me.