Versa 2 not counting stairs at all

[tigress1977eh]

I just bought the new versa 2 a week ago and it has not counted one flight of stairs since I started using it. My charge 2 counted them no problem. Is there something I'm missing?

Moderator edit: format

[JuanJoFitbit]

@tigress1977eh it's great to see you in our Fitbit Community! I'm happy to assist you with your Versa 2 since it's not counting your stairs climbed.

Please restart your Versa 2 as described in this help article.

As a side note, I'd like to share this help page, which explains how your Fitbit device tracks floors. Finally, monitor your watch for the next 24 hours and see if the issue gets fixed.

Keep me posted on the oucome! 😀

[tigress1977eh]

Thanks I restarted the Versa and it fixed the issue with stairs. I knew if would of been a simple fix. I love my Versa 2. This is my 3rd fitbit since 2014 and I'm going to continue because I love the product.

[JuanJoFitbit]

@tigress1977eh that's great news! I'm so glad to hear that you managed to get the issue resolved by restarting your Fitbit Versa.

I'm also glad to hear that you have enjoyed your Fitbit products and they've helped you to achieve your goals.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 😀

[tigress1977eh]

It appears it was a temporary fix. The next day it stopped counting stairs again. It's almost like I have to restart the versa 2 every morning to make sure my stats are being counted.

[JuanJoFitbit]

@tigress1977eh I'm sorry for the late response. However, since you mentioned that the issue happened again, I'd like you to try a factory reset.

To do so on your device, open the Settings app > About > Factory Reset or Clear User Data. Please sync your watch before this in order to avoid losing current data. After this, monitor your Versa 2 behavior and see if your stats are being tracked properly.

Let me know how it goes.

[tigress1977eh]

I have done a factory reset and now the Fitbit won't restart or sync it
keeps asking me to download the Fitbit app which I already have.

It made things worse.

Moderator edit: merged reply

[JuanJoFitbit]

@tigress1977eh thank you for getting back and trying the factory reset. Due to the message that your Versa displayed after performing a factory reset, please try setting up your Versa from scratch. This won't affect your previous data since it will remain in your account.

After setting up your Versa, monitor it and see if it works properly.

I'll be around if any questions arise.

[Katie1926]

Hello,

I just purchased fitbit versa 2 3 days ago, it isnt counting my stairs either and ove followed your steps and it still isnt.  Please help

[JuanJoFitbit]

Hi @Katie1926, thank you for joining us in this thread and our Fitbit Community. Regarding the floors tracking issue that your Versa 2 has experienced, I appreciate the time spent trying to get this issue resolved before contacting our Community.

I'd like you to try another way to perform a factory reset. To do so, follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this set up your watch from scratch. Finally, monitor it and see if it tracks floors properly.

Let me know how it goes.