Versa 2 not counting steps accurately

[TeresaFrank]

In June I purchased 2 Versa2’s for my husband and I. In the last week my husbands step counter started doubling steps (or not resetting). We have done a factory reset, deleted and reinstalled app, etc. Some days it resets the step counter fine others it doesn’t (yes we sync it with the app as well).

This morning my husband checked it and it had reset. He started his walk and the counter jumped to over 10K steps. He also tracks using map my walk. It is doubling the steps. Then the step counter on the versa 2 started going down, then jumped back up. It’s like a mechanism is messed up in it. It has been working perfect up until a week ago. On the flip side my Versa 2 is working as expected with no issues. 

We have searched the community forums and have done everything suggested by various customer service recommendations and it seems to be getting worse and more frequent. How do I do a warranty claim on it?

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @TeresaFrank, welcome to the Community Forums!

Thanks for bringing this to our attention and for troubleshooting the Versa 2 device that's experiencing issues with the step-count accuracy. Let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon.

In the meantime they contact you, let me know if you have any additional questions.
 

[TeresaFrank · Accepted solution]

Thank you, Ricardo-

I also chatted for a long time yesterday re this issue. It was strange that
the number of steps kept hopping by 400+ steps every time we synced even
though we were sitting still. And your servers were recording a more
accurate number even though the device and app were showing very elevated
numbers. They had us turn off MobileTrack In the app which basically
disconnected the Bluetooth. It’s more accurate now and still syncing to the
app. Not sure why that would have made a difference or even how it got
turned on, but for now it seems to have resolved the issue.
--
Kindest Regards,

Teresa

Moderator Edit: Clarified subject

[RicardoFitbit]

You're welcome @TeresaFrank, your reply is also appreciated.

Thanks for the details that were shared, I'm happy to know that your issue was resolved with our Customer Support team. Please do not hesitate to contact me back if you require further assistance in the future or if you have any additional questions for me to answer, I'll be here ready to help you out. 

Because your issue was resolved and just if you're interested, I want to suggest you to visit our discussion forums and participate over there. There are several users that share helpful information and tips about eating well, how to manage your weight, better sleep, a mindful lifestyle and some inspiring stories too!  

Thanks for being part of the Fitbit family, it was a pleasure to assist you.