Versa 2: Hourly steps not syncing - Samsung S20

[Ju_Fl]

Any one else had this issue & was able to fix it? I tried chatting with customer service & got nowhere! I have a S20 5G and somedays (barely any) the hourly steps sync right but most time it doesn't. Very frustrating. Bought 1st one for Christmas, already exchanged it since had same issues, and still having issues with this one I just got. Frustrating!! Can anyone help??

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Ju_Fl, welcome to the Community Forums.

Thanks for the details that were shared in your post and for trying some troubleshooting steps before bringing your concern to our attention, I understand how frustrating this matter can be for you. Just as mentioned in your post, our Customer Support team informed me that they already provided you assistance to resolve your issue. That being said, my best advice for you at this moment will be to contact them back if further assistance is needed or if you have any additional questions about the outcome of your case. Unfortunately I don’t have access to such information to accordingly assist you.

I'll be here if you need anything else.

[Guy_]

Are you able to indicate where the hourly steps aren't showing/syncing?

Is it possible that the hourly tile is missing in the App, in which case in the App Click on Edit [top right] scroll to the bottom and add the tile.

In the App can you click on Steps and under the graph you will see the totals per day.

If you click on a day do you see a graph of how the steps were achieved during the day?

[Ju_Fl]

It shows both on the app and in my Fitbit but most times it syncs incorrectly. For ex: my Fitbit watch will say 7 out of 7 done by in the app it will show 4 or of 7. Rarely is it right.

Sent from Yahoo Mail on Android

[Guy_]

It is important to check you are properly synced, Do a pull down refresh in the App and wait for the popup status bar to complete..

Also in the App what's shown on the "time to move" tile doesn't immediately match the underlying results.

So make sure the watch is synced, wait for the updates in the App to take place before comparing them with those on the watch.

Sometimes App glitches can be resolved by

In Android phone Settings *

Apps

Fitbit

Storage - clear cache [not data]

Force Fitbit shutdown

[though it doesn't seem to fully]

Log back in to the Fitbit app

*Quick Shortcut: Press and hold the Fitbit launch icon, then App info [on some phones]

[Ju_Fl]

Yeah, I have done all that. My hourly steps are just till 4pm, so by the end of the night at the very least it should update when I pull down on app, but it doesn't. It "updates" if it has to but it shows me less hours than what the watch says. I had this issue with 1st Versa 2 I bought so I brought it back thinking it had a syncing problem. But I'm still having same issue with this one. I don't understand how sometimes, even if it's just rarely, the hourly steps sync right on app but most time it doesn't. I never had any issues with my Fitbit Alta HR. Got this one since I can choose exercise right from watch and I thought it was nicer. But I have been very disappointed and it's frustrating at the very least being a new watch and having done so many troubleshooting methods.

Sent from Yahoo Mail on Android

[Guy_]

Thanks for the feedback

It must be very frustrating, and a little odd. It sounds though as if the watch is working.

There were some updates to the Fitbit App 20 & 28 January, was it wrong before that?

Do things like heart rate and steps sync correctly? [heart rate can be in real time]

What is your setting for your active move hours, 9-18?

Do you know which figures between the watch and App are correct?

Surely we can fix it, if its not a bug.

If not, or as well, try the SimpleClockDuo clock face which does hourly steps for the whole day.

Lastly it would be good to check some versions

What is your app version?

In the phone Fitbit App

Click on profile photo [top left]

Help & Support

App Version at the top

And what is your watch version?

In the phone Fitbit App

Click on profile photo [top left]

Device photo [middle left]

Firmware Version at the top

[Guy_]

Also are you using the Today app figures from the watch for the hourly steps?

Or are you using a special watch face?

[Ju_Fl]

Again, thank you for taking your time to help, I really appreciate it and would be so happy if this gets fixed!

So, yes, watch seems to be working, I believe it's the app that's giving me issues. I did have the same syncing problems before the January updates. Everything else seems to be ok. I have my active hours set from 9am-4pm and the hours that sync in the app varies each day. Today I had all 7 hours on my watch but only 4 shows in my app!

My fitbit app version is V. 3.37.1 and my firmware versio is 35.72.1.9

I am using the Today app I believe, it is the default one that was on the watch, I haven't changed this one. I did change Clock face on prior watch but still had issues.

[Guy_]

Thanks for your report back, you are at the latest levels, and it seems like an issue/bug.

As you have done this extensive troubleshooting, probably best to contact Fitbit Support directly again. They may be able to help you following all the additional steps you have done.

It seems like a bug, and the workaround would be to use only the information in the App or use the clock face suggested, if you want to see the information on the watch.

Thanks for your patience and help troubleshooting.

[Ju_Fl]

 😞

Thanks for trying to help.