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. 

---

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. 

---

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. 

[Boombeana]

I spoke with customer service and since my charger was next to a table fan that was on, the vibrations from the fan could have been the culprit in my ghost steps. I will charge it tonight in a different place to see if it happens again. 

[slellis128]

That seems to be their go to response, I don't think I've read a post from anyone who has posted here said that they saw any difference when they moved it away from the fan. I know it didn't fix any of the 4 Versas I had...

I hope it works for you though!

---

@Boombeana wrote:

I spoke with customer service and since my charger was next to a table fan that was on, the vibrations from the fan could have been the culprit in my ghost steps. I will charge it tonight in a different place to see if it happens again. 

---

[Lucy105]

That’s their go to answer. Unless you wear your Versa ALL the time, you will have this problem. Fitbit has no idea how to fix this. 

[slellis128]

Shoot, all 4 of the Versas I tried counted ghost steps WHILE I was wearing it!!! 

[Lucy105]

I haven’t experienced that yet but I have no doubt that I will. I can’t even return it because it works. Not covered by warranty.

Sent from my iPhone

[tinamarie62]

I moved my charger away from my air conditioner (It is old and noisy and vibrates everything around it!) and I have not had any ghost steps since. It has been about 3 months since I moved it.

[Lucy105]

I get ghost steps even when my Versa is not on the charger. If it’s not on my arm, I get ghost steps. 

[BlondieEsq]

I only had this problem when I was wearing it too.  No fans anywhere nearby.  My new Versa seems to be working, however, so I would encourage you to call customer support.  Fingers crossed it stays that way.

[Boombeana]

Hello everyone, 

1) On Wednesday night, i charged my Versa took it OFF the charger left it on my dresser across the room- NO FANS, ACs, etc... Thursday morning work up w 0 steps BUT i already burned off 500+ calories.  I left it alone. 

2) Last night i do the same thing leave it on my dresser... wake up with 500+ calories burned! 

My charge 2 NEVER did that!!!! Yes i would wake up with calories burned but never at 500+... I called Customer service that assured me that’s based on my DEMOGRAPHICS, AGE, etc!!!! HOW DOES THE VERSA KNOW WHAT MY DEMOGRAPHINCS BURN!!!!!  All i want is for FitBit to check my watch and make sure it’s ok- she said that the system shows nothing wrong with it! What?! Smh so i plan on monitoring the watch over the weekend and see if i burned any more calories besides the 500 and if it magically moves at night! 

I even explained that I am currently participating in a job challenge with 2 other facilities and I’m basically cheating with these numbers smh there’s nothing Fitbit can do at this time... WHAT?! Smh

[CelestineWoods]

Happy Saturday! I've had my Versa for less than a month. Was in love with it until the following: 1. the charge in not lasting more than a day now & 2. I gained 15,916 steps while the Versa was charging and I slept. Now I'm questioning all of the totals that I've had since I made this purchased. Thank GOD I have my receipt! 

[Glenmcd]

---

@CelestineWoods wrote:

Happy Saturday! I've had my Versa for less than a month. Was in love with it until the following: 1. the charge in not lasting more than a day now & 2. I gained 15,916 steps while the Versa was charging and I slept. Now I'm questioning all of the totals that I've had since I made this purchased. Thank GOD I have my receipt! 

---

Are you using the latest firmware on the Versa?  Check the pinned threads on this forum for details.

Fitbit haven't said they fixed this issue, but then they didn't admit to fixing anything in particular.  But it's worth trying the firmware update and see if that's any better.

[KellJae75]

Same here! A week later and now my versa won’t hold a charge for more than a day...I don’t know what happened, but this stinks.👎

[AlejandraFitbit]

Hey all, I hope you are doing fine.

As recommend previously, if your units are registering extra information while charging, check if there was a fan or anything that may have been buzzing or vibrating on the same surface that your devices were placed.

If so, I suggest trying to place your Versa on a different surface without any vibrations and see if this issue persists. If it does, I recommend getting in touch directly with our support team, I know they will be glad to help you out. For a faster response you can contact them via chat.

See you around. 

[Cljf]

I must say this comment is remarkable. Where have you been the last six months? Repeatedly customers have reported problems, gotten this same silly answer and feel betrayed by corporate response.

Now the charge 3 is out, with any wise consumer waiting three months to see if hundreds of buyers will report yet another failed product, while your company placates those already burned by a Versa experience. When Best Buy no longer offers an extended protection plan for the Versa, it is obvious they know a vibrating fan is not the issue.

Either fix the problems, recall the product offering credit, or allow purchasers to return the product for a different product or refund. Silly comments such as this are just that....foolish and insulting and do nothing to advance the situation. Read all the past posts here and rethink your tired suggestion blaming vibrating fans....

[slellis128]

I agree, this canned response is insulting! 

[geepondy]

---

The more appropriate response.

If your units are registering extra information while charging or by any other means, check the Fitbit App step graph to see if the extra information is being recorded there.  If not, then it's highly likely your Versa is experiencing the mystery step phenomenon that is the subject of this thread.  If the extra information is showing up in the step graph, then perhaps this information may be caused by an external vibrating source.

@AlejandraFitbit wrote:

Hey all, I hope you are doing fine.

As recommend previously, if your units are registering extra information while charging, check if there was a fan or anything that may have been buzzing or vibrating on the same surface that your devices were placed.

If so, I suggest trying to place your Versa on a different surface without any vibrations and see if this issue persists. If it does, I recommend getting in touch directly with our support team, I know they will be glad to help you out. For a faster response you can contact them via chat.

See you around. 

---

[Lucy105]

Edit: this response is for geepondy. Sorry, but this response is just as asinine. 

[geepondy]

---

Could you elaborate a bit as to why you think so?  It was my experience and the experience of other's that I read from this thread and other threads as well, is that they will have thousands of mystery steps show up on their tracker yet when go to the step graph, none of these would be present.  This was typical in my case upon waking up to see 10K steps mysteriously appear to the Versa but then check the step graph during the overnight period which would show 0 steps.  On the other hand if the steps was caused by a vibration source, it would trigger the accelerometer on the Versa to think an actual steps had been taken which would then get registered on the step graph.

Is my logic incorrect? 

@Lucy105 wrote:

Edit: this response is for geepondy. Sorry, but this response is just as asinine. 

---

[Glenmcd]

@geepondy I thought your "better response" was spot on accurate, appropriate while showing the utmost respect for Versa owners and for Fitbit themselves.  The response that it replaces was none of these.  FFS Fitbit why will you not listen?

[Cljf]

I am sorry if you thought I was insensitive to corporate Fitbit. Yes, one could use a deductive reasoning reply and point out the logic or illogic of the corporate note. But the angst experienced by so many consumers deserves a bit more, in my opinion. If I have offended you and have been insensitive I apologize. However, I do feel, at this late date, when that suggestion has been offered over and over again, with very few consumers finding it helpful, a somewhat frank reply might be acceptable. Nonetheless, again I apologize to anyone who found my offering offensive in any way.

I will summarize my earlier comment in an apparently more acceptable way...

We who have had great success with your products in the past, find your app the best among trackers, are weary of the same, in most cases, unhelpful suggestion of avoiding fans. All want a fix...as you must as well. After all, an announcement that these issues are remedied would silence complaints, replace haphazard guesses as to what may help, and return faith in your products among all who now are disappointed and frustrated.