Steps keep resetting to a lower number once in a while

[goister]

Hi,

I have a Versa and I've been noticing since yesterday that the steps reset to a lower number once in a while. I clocked over 10000 steps yesterday, and today when I checked, it was down to only 7000+.

I then actively tracked the steps while it was increasing, and realised that once in a while, it reset back to a lower value. I reached 10000 at 5:14pm but by 518pm it reset to only 9173 steps. This happened on both the mobile app and the Versa itself.

What's going on? Is my Versa faulty?

[VivHerbert]

This has been happening to me quite a bit recently. It is really annoying. I had done 7000+ after a walk this morning, ran 3.2K which on the app it has registered as another 6700+ steps but only showed 9000+ on the watch and just looked now and its on 7789. I am going to upgrade to a Garmin running watch as they seem to be much more reliable. Sad as I have had Fitbit for years but I cant stand this.

[goister]

I wonder if it has anything to do with the recent firmware update. I only started noticing it yesterday, and the firmware update was a bit earlier than that, maybe a week ago?

[Claireb84]

This is happening with mine too.Noticed it yesterday,but today I’ve been on a six mine walk,my watch then hit 10,000 and was active over 97 minutes.my watch now says 8,232 steps 3.13 miles and active 60 mins 😡 this is really frustrating me as it’s an expensive watch .

[Claireb84]

They need to sort it out!!

[lakekids]

Yes, this has been happening to me since yesterday.  I did the firmware update on 6/4 because it would no longer sync. It was working well until yesterday.  I have followed all the steps mentioned - log out of the app, turn off bluetooth, turn off phone, etc.  but I am still having the problem.  It has reset about 6 times today.  Tried doing a chat with support but no one is available.     

[Claireb84]

Yes same mine gets to so many steps about 1000 then go back into it and my steps have gone down to 500.Its obviously something to do with Fitbit if it’s happening to a lot of people,they need to sort something out.Its not good paying £200 for a Fitbit that’s stopped working

Sent from my iPhone

[goister]

So I got on Live Chat with a Fitbit rep and they acknowledge that it's an emerging problem. They're able to see the "raw" number of steps I have on the server (assuming it has been synced), which differs from the official number we see in the app/device. Fitbit is working on a fix, but the rep was unable to provide a timeline. Still sucks.

Anyway, I notice that the steps reset more often when I'm doing intense exercise, e.g. sprinting compared to slow-jog/walks.

[Horse-moma]

It’s happening on my charge 4. Logged over 26,000 steps on Wednesday, after a strenuous 10.1 mile mountain hike. Today, I only see roughly 3,500 steps for Wednesday. 

[Horse-moma]

I was just thinking of doing the same.

[Horse-moma]

Yep, it seems to be happening during intense zone minutes.