Versa 2 is not registering all my steps

[sgtpepperbe]

Hi,

I recently got my Versa 2, but the step counter is waaay off in counting my steps.

For example today, it didn't count any steps at all. None. Zero. Sure, I worked from home, but I've walked around more than zero steps. Went up and down the stairs a few times, trips to the bathroom etc. My phone (which I don't always have with me during these trips around the house) counted me at 400 steps. I'm not saying that one is spot on, but I know my Fitbit counting 0 steps is definitely way off.

Another example is earlier this week when I walked back and from work. It's a walk of about 20-25 minutes to work. In the morning all was alright and my Fitbit counted me at about 2.500 steps. My phone also always counts me at about 2.500 steps for that trip, so I'm guessing it matched the benchmark during that walk. During the day it counted some steps here and there, can't really say if it counted everything but I was at about 3.000 when I started my walk back home again. During this walk it just suddenly stopped counting. So it's not that it counted my staps badly, it just counted for a while and then it just didn't. I had a look halfway my trip and I was at about 4.000 steps and when I was home it was the same number. It should have been somewhat equal to my trip to work I'm guessing as it's the exact same route. 1.000 and 2.500 is quite a difference. I can understand missing it by something under the 500 or so, but 1.500 is a lot. Took another 15 minute walk later that night that wasn't counted at all either.

Much much more examples like those, it just doesn't count my steps correctly at all. I've looked around online already and found something that you should put in your settings that the Fitbit is on your non-dominant wrist. I checked this and this setting was already set at non-dominant (which is also where I wear it).

I understand and accept that it just 'estimates' how many steps you take a day, and that's fine, but undercounting by such an amount for a device where a step counter is one of the main selling points is quite unacceptable.

Am I doing something wrong? Is there something wrong with my Versa 2 (which I only have for about a month at this time)?

I'd love to hear your suggestions.

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community, @sgtpepperbe.

I'm sorry to hear about the difficulties you experienced with your Fitbit Versa 2. Thank you for trying to get them resolved before contacting us.

In this case, I would recommend restarting your Watch by following these steps.

In addition, you can visit this article, open the menu "What can I do if my step count seems inaccurate?" and follow the instructions.

If you have any question, please let us know.

[sgtpepperbe]

Hey!

I tried the solutions you suggested (a few times even) but sadly without any luck. 

Today I went on a citytrip and walked around all day. My phone counted me at 8095 steps and my Versa 2 only at 2113...

So what can we do now?

[EdsonFitbit]

Thanks for your response, @sgtpepperbe.

The best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

Have a nice day.