Versa 2 is dropping my steps at the end of the day

[CharlyHope]

Been struggling with this for a while now. Steps will just randomly drop at the end of a day. I did nearly 26,000 today & now it’s only showing 19,000. I’ve tried re-syncing, reinstalling the app, restarting the device & nothing is working! Getting annoying now as it’s a new versa! Can anyone help?

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there @CharlyHope, welcome to the Community Forums. Thanks for troubleshooting this situation prior to posting here. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

By any chance, did you manually log an activity yesterday? Is the first time this happens? Typically, your steps will be recalculated if you manually log an activity as the manually logged activity takes precedence over the steps you tracked while wearing your tracker at that point in time. For example, if I am wearing my tracker and walking and I reach 10,000 steps, then I manually log an activity that starts and ends at that point in time for say 1 hour, Fitbit will calculate how many steps you took and it may bring my step count to something below 10,000 steps. 

If you manually logged an activity, try deleting it to bring back your steps. 

Let me know how it goes.

[CharlyHope]

Hi,

No, no activities were logged manually, purely just steps that were done throughout the day. It’s happened for maybe a couple of weeks, not everyday but most. May have happened before this but I hadn’t noticed.

Thanks

[MarreFitbit]

@CharlyHope Thanks for the update and for the additional details. 

Thanks for bringing this to my attention, I would ask you to keep an eye on your Versa 2. In case this happens again, please let me know and I will be glad to further investigate.

Meanwhile, please try the steps below to prevent this from happening again:

• Remove your Versa 2 from your Fitbit account and unpair it from your phone's Bluetooth.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Setup your Versa 2 again.
• If there is no connection, restart your Versa 2.

Keep me in the loop. 

[CharlyHope]

Hi,

I’ve already tried reconnecting my versa after uninstalling the app, restarting phone etc. This doesn’t seem to have helped unfortunately. I did this a couple of days ago & steps have still dropped off since.

Thanks

[MarreFitbit]

Hello @CharlyHope, I appreciate you had followed the tips and recommendations provided above.

I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We hope your issue is solved soon. 

[CharlyHope]

Hi I’ve had the emails & they advised on things to do but nothing has resolved the issue. It is still on going, steps dropping daily (with nothing manually being added). I’ve not had a response now for a while & it’s getting very frustrating. 

would really appreciate some help or an answer

thanks