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. 

[euroae]

yep, definitely getting a refund. No one should put up with a fitness tracker with this kind of issue. They've had 2+ months to fix and we don't appear to be any closer to getting a fix.

[slellis128]

I sure wish I could get a refund... I let them send me too many replacements and by the time I gave up it was too late for me...

[Runtu]

But if they know you have been having issues with all the Versa’s I would still tell them I want a refund, if they can’t get it right after 3 exchanges that is there fault and they should be liable, and I would not just disregard this because they will only keep doing it to others and have no accountability for their products. I will not let this go by if my versa starts acting up, I had to save 3 months to purchase this watch, cost of this watch was made as a promise that it works, they have a duty to back up their products, and I think they will stand behind their stuff or they would not have gotten this large of a company by not taking care of their customers and products. You should at least try!

[slellis128]

I did try, several times. They refused to refund my purchase each time. And after the 3rd replacement, they dont even offer a replacement anymore. They just tell me to wait for an update that never comes. 

[Runtu]

I guess all I can say to you is what I would do, and first I would contact the Better Business Bureau in regards to their actions, next I would call my credit card people and form file a dispute against this company, giving all the information to them and have them fight for you.

Probably the credit card people would help you more seeing you are well within the range of returnable items, and even show the credit card people this form’s notes, and complaints against this flaw.

Moderator edit: Merged replies

[euroae]

That's exactly what I would do. You paid for a product that claims to do x and it's not doing it. You didn't pay for a product that will work properly eventually someday maybe if we feel like it.

[Runtu]

Okay it has has been #7 day for me using this new versa, fortunately for me it has worked pretty much the way my husbands works and he has a Charge 2.  With the exception of day #3 with giving me 9 floors that I did not complete looks like I have not received ghost steps that we have been talking about in this post.  

I feel for those that are struggling with this issue and it not to say mine won’t start doing this, I encourage people to fight for what they paid for, either get this fixed now or refund these people for the cost of this watch. Fitbit is a company with great wealth you could refund these people for a damaged watch and should, it would not hurt your sales at all and would help customer service with those that are your customers and with your future customers.

Even though my new versa has not yet experienced ghost steps, I will not endorse this watch when you have not fixed this issue and you are making people wait way to long for a fix. If anything this post will be your legacy for unhappy customers with your treatment to them.

[Lynnmarie63]

How do we clear these unwanted steps?

[Runtu]

I am pretty sure you can’t.

[Vanjk]

Everyone posts it’s happening when charging. Mine is not on the charger. Woke up this morning to over 5K steps. I’ve had my Versa for several months and this is only the second time I’ve noticed this happening. Sounds like I’m in for more instances. I teetered back and forth between this and the Apple Watch. I chose this since I’ve been happy with all my other Fitbit products. After reading much of this thread I think I may have chosen poorly. Disappointed.

[slellis128]

There are many in this thread, including myself, that are getting unwanted innacurate steps. If you are not past the window for an easy return, i would suggest returning it. My husband is an apple person, he has an apple watch and has NEVER had one issue with it. 

[Runtu]

Day #8 - issue, charged my versa last night, this morning my app would not sync, could not connect - nothing.  Had to reinstall app, reconnect Bluetooth and WiFi - and then I saw some steps appearing that should not be there.....not as many as all of the rest of you, but I am afraid this is the beginning of the ghost steps. Oh boy.

 Will you be getting one?

Moderator edit: Merged replies

[Dianalbk]

It doesn't matter if it's on the charger or not, it just keeps adding
steps.

[SunsetRunner]

It also adds steps when you using the bike ride activity.

[Runtu]

I wish I knew the number of people whom have purchased the Versa are getting this ridiculous amount of steps, like what is the percentage of just this issue of ghost steps compared to those who are not experiencing it.  That way you could really tell if it was a hardware or software issue.

Looking at the stats now, it really does seem like a hardware flaw, so I don’t think an update with software will erase the ghost steps.

[slellis128]

Replacement Versa number 4 is on its way to me. I doubt it works properly either, but since they won't give me a refund, they can just keep sending me replacements. Maybe I will get lucky and get one that works... but I'm not going to hold my breath. I will be on with support regularly until I get one that works. 

[nitesh2cool]

Hey how do you ask for replacement?

And also how do you send them your old device?

Do they come, deliver and take it from you?

[BeckeyT]

I have reset my Versa several times, but the 5,000 steps it shows after charging won’t clear.  Any other ideas??  Thank you.

[MarcoGFitbit]

Hello everyone, I hope you're doing well. 

I appreciate your participation in the Forums and the constant feedback you have provided. I understand your concern and frustration about this issue but I can assure you our team is working towards resolving it. Sometimes issues take a bit longer than expected to be resolved but be sure that once we have more to share about this issue's progress we'll make sure to post it here in the official Forums. 

I sincerely apologize for the inconveniences this issue has caused you; please remember that every Fitbit tracker comes a limited product warranty and in case you have inquiries or doubts about what it covers, you can check it on this article: Return Policy & Warranty.

Thanks for your patience and understanding, if there's anything else I can do for you, please feel free to reply. 

[Sunflowaah]

I’ve had mine about a month and it is increasing steps while charging - no vibrations near or reasons for it. I also notice that sometimes my heart rate gets stuck at 74 when It clearly is not that low and I have to power it down to clear it. It didn’t do this until I charged overnight.