Versa 2' steps disappearing when I sync

[Link_McIntyre]

I just got my Versa 2 a couple of days ago and the first day I used it I didn’t have any problems. I had walked about 5,000 steps, synced my Versa 2 to my iOS Fitbit app(I have the iPhone XS Max), and both displayed the same step count. 
The next day, I was just getting to work and I noticed that I had about 1,500 steps and the next time I checked my wrist, I had 500 something. 
I did a sync, and I lost even more steps.

My Versa 2 step counting itself is accurate I believe, but when I synced it lost steps and kept going back to 400. 
Today, I walk, sync, resets back to 25.

I have tried just about every trouble shoot that I could find:

Resetting phone(device/Bluetooth/location), resetting Versa 2, deleting and reinstalling Fitbit app, unpairing & repairing, logging out/in, I’ve even done a factory reset on my Versa 2.

I walk ->

Accumulate steps on Versa 2 & app(both accurate in real time) ->

Sync->

STEPS GONE!

Help meeee!!!!!

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

@Link_McIntyre Welcome to the Community. Sorry for the delayed reply. 

Thanks for the details mentioned and the troubleshooting tried. It's pretty weird that your steps are disappearing when you sync your Versa 2. 

I've shared your post with our Support team and they've mentioned you already have a case with them. Please continue the communication through email, they will continue assisting you. 

I'll be around if you have any additional questions. 

[Lel1]

I’m having the same problem. I reached 7294 and after synching, the steps went down to 5429, my activity minutes disappeared and the other info was also modified. What was the solution for this?

Thanks!

[SilviaFitbit]

@Lel1 Welcome to the Community. Thanks for the details mentioned. 

It's pretty weird that your steps are changing when you sync. I would like you to double check that there aren't any logged activities that might be deleting the steps that your watch is syncing. Also, please confirm that you don't have any other watch/tracker paired to your account. 

Keep me posted. 

[TexasNana]

The good news is that I reach my goal, fireworks everywhere, steps disappear, reach goal again, fireworks twice or more each day. Sometimes it’s not tracking my steps at all though. I’ve just spent the last 15 minutes walking, and got no steps at all. Help!!

[SilviaFitbit]

@TexasNana Welcome to the Community. Thanks for the details mentioned. 

It's pretty weird that your Versa 2 isn't tracking all your steps and sometimes they are disappearing. Please restart your watch and check this article: How accurate are Fitbit devices? 

I'll be around if you have any additional questions. 

[AnneNoer]

Was this ever resolved? I’m having the same problem now. 
had my Fitbit for over a year and never had this problem until today. Have updates and restarted everything - still persists. 

[SilviaFitbit]

@AnneNoer Welcome to the Community. Sorry for the delayed reply. 

Thanks for the troubleshooting tried prior to posting. As mentioned before, I would like you to make sure that there are no activities logged on your account that could be duplicating or overriding steps. Also, please make sure that there are no other trackers/watches paired to your account. If you have MobileTrack this will count as a tracker too and might add steps. 

I'll be around if you have any additional questions. 

[Lcass]

I have the same problem. I’ve reached 10000 steps today because every time the Versa syncs to my phone, the steps go back to 8988. Ever time!  Super frustrating. 

[Alihurt]

Same issue. I have been through all the restarts, uninstalling, etc. I don’t have any activities that override anything. I have no other mobile trackers. What’s the deal?

[MRK87]

Did this get resolved for you?  My Versa started having the same problem today.  I called support and waiting for resolution.  I'm not hopeful that I will get an adequate response.  Thanks!

[Versa357]

My versa 2 has the same affect. I've met my goal of 20,000 4 different times today. The first time I was outside at about 2pm got the fireworks came in at about 230 checked and it showed only 3,xxx steps met up to goal again and shortly after was at 16,xxx then again and shortly after was 15,xxx the last time i was watching on the app too and they both showed i met the goal again and within seconds I was at 19,xxx and then I was walking watching the app and the steps were going down vs going up. Both app and watch show the same but I've noticed it down most times before I opened the app up to then check it so I think its more an error with watch vs an app or sync issue. 

[Hotrodgirly68]

I am having the same issue too.  It's pretty sad that Fitbit doesn't seem to want to help or resolve this issue.  Not only does my watch not track my sleep most of the time as it automatically should, but now it's deleting my steps.  Why does Fitbit not care enough to help solve these problems?  Seems like it's time to find a new brand of watch.  

[Versa357]

I agree they dont seem to care. I use to have a tmobile samsung smart watch if I ever had an issue I could call tmobile 90% of the time and they could fix it or they game me how to contact Samsung and they'd give me incentives for the unconvenience I had by giving me 10% off my bill or something. But I had a job where smart watches were not allowed gave it to my bros gf. I got a new job and they had a wellness program that if I got a fitbit and did so many steps a day I could earn money. I had my samsung watch for about 3 years only had fitbit versa 2 since December and I've had more issues with the fitbit then I ever did Samsung. Fitbit not accepting your reports as serious always stating well if it happens again let us know because we have no known issues. Me reporting it should make it an issue you want to look into right then and there. But I am starting to feel they just want to get you to buy their product then they could care less about you. Because they already got my money, I dont feel like they care if I like it or am happy with it even. Vs Samsung even if I had an issue with a phone they've fixed the issue everytime and if they couldn't theyd find the way to fix it or if they couldn't theyd replace it or even give me a newer model phone for the inconvenience I dealt with. I'm strongly debating just getting a new samsung watch because I feel they care about their customers and half the time I had an issue I was already informed by them they were working on the issue before I even noticed the issue myself. They inform their customers vs trying to state there is no issue they know of. Vs fitbit obviously should know of the issue when so many of us notice it even tho they keep saying well it must be a glitch less us know if it happens again. I've already reported its happened several times today like every 10-15 minutes atleast I'm losing minutes and it doesn't matter if I'm just sitting or if I'm trying to get my steps i still lose steps and 4 different times I've met my goal of 20,000 but yet they say no issue they know of must just be a glitch let us know if happens again what does it have to happen a million times before its an issue???

[againsa]

This is absolutely insane that this is even an issue.  I've been a loyal Fitbit customer for years, starting back with the original flex. I have had several of their devices since then and never really had an issue until recently. My previous watch was a Fitbit Ionic. It worked great for over a year. I took a break from working out for health reasons so I stopped working out for a while. I started to use it again but when I would go to sync it, nothing would come up. I called customer service and they said that because I didn't have the extended warranty there was nothing they could do. I then decide to buy the Versa 2 just over 2 months ago. I wanted to make a little extra money during COVID by joining games on StepBet. I make sure to get the extended warranty this time. It's been working great for weeks. Yesterday, I get over 10,000 steps before going to bed. I even still have a notification on my account about it. I wake up today to the app saying I only got just over 3,000. I called customer service for assistance. They ask the usual questions like if I have any other devices synced, did I manually log the workout, etc. I explain that none of that is the case and that I even still have the alert that says I got more steps than what is shown. They say they can only see the 3,000. Their advice? Do the same workout again and see if it does the same thing. I have now worked out 3 times today and every time, the steps go down by the thousands when I sync. I have now lost the Stepbets that I'm in because of this (over $120), and have apparently wasted over $200 on a fitness tracker that is apparently not going to track anything. Over $500 if you count the Ionic too since apparently having the warranty does nothing to help this issue in terms of customer service. I just bought my mother a Versa 2 for mothers day because I was liking mine so much. I can only hope this doesn't happen to hers as well. I am beyond disappointed about the watch but more so frustrated that this has apparently been a manufacturer issue for months and Fitbit has done nothing to fix it. 

[Olivee208]

I LOVED my fitbit but this issue and their response or actually lack of response is truly making me want to get rid of the watch all together. I was initially having issues with syncing in general, but now when I sync I lose steps on my watch too!  I literally had 21K steps on my watch and the App showed 7K, I kept trying to sync and eventually the watch steps decreased and continued to do so throughout the day! There have been reports of this happening to people since 12/2019 with no solution in sight!

Just now I contacted customer service and this was how that went. 

Miko (6/10/2020, 12:40:18 PM): Hi  Verenis, My name is  Miko.  How can I help you?

Me (6/10/2020, 12:41:50 PM): Hi Miko. I really hope you can help me. For the past couple of weeks I am having the issue where my Versa 2 will log my steps properly, but the minute it syncs with my phone (android) the number of steps will reduce considerably. 

Miko (6/10/2020, 12:42:23 PM): I appreciate you letting me know this, Verenis. I apologize for the inconvenience.

Miko (6/10/2020, 12:43:22 PM): We are having an ongoing issue wherein steps are being reduced after syncing. This is tagged as a high priority issue, so a fix should be coming in soon to correct the data.

Me (6/10/2020, 12:43:25 PM): Last night my steps were over 25K and once it synced with my phone they dropped to approximately 9500 steps. 

Miko (6/10/2020, 12:43:44 PM): I see. I will include this in my notes.

Me (6/10/2020, 12:43:55 PM): I have seen forums with the issue since December 2019

Me (6/10/2020, 12:44:16 PM): https://community.fitbit.com/t5/Versa-Smartwatches/Versa-2-steps-disappearing-when-I-sync/td-p/39481...

Miko (6/10/2020, 12:44:30 PM): I appreciate you letting me know. This is currently listed as a top priority issue so you should expect a solution soon.

Me (6/10/2020, 12:44:37 PM): Is there still no resolution in the near future? 

Miko (6/10/2020, 12:45:03 PM): We're working on it, Verenis. Do allow us some time.

Me (6/10/2020, 12:46:08 PM): Is Fitbit offering an exchange for a different model? I have only heard of it happening with the Versa 2. 

Me (6/10/2020, 12:46:46 PM): I know in terms of it just being a watch it is not earth shattering, but this is very, very inconvenient. 

Miko (6/10/2020, 12:46:53 PM): It affects some users regardless of device type, Verenis. Since this is a software/database issue, using a different device will not fix it.

Me (6/10/2020, 12:49:18 PM): There a tons of less expensive watches out there that at this point will offer me the same performance if not better, since I am now unable to sync to my phone since it will only cause me to lose my steps, and as a consequence I cannot partake in challenges, actively monitor my steps, and or receive notifications from my device on my watch. 

Me (6/10/2020, 12:49:39 PM): experiencing an issue for over 6 months with no solution, is asking a lot from your customers. 

Miko (6/10/2020, 12:50:00 PM): I appreciate it. As I said, this is an issue which we're actively working on, please keep an eye out for the next update and download it as soon as you can as this is how we implement the fixes.

Me (6/10/2020, 12:50:30 PM): If that were true and it were in fact a software issue then it would affect all users across the board.

Miko (6/10/2020, 12:51:10 PM): This is listed as an ongoing issue, which stems from the software, Verenis.

Me (6/10/2020, 12:53:49 PM): Sorry but that is truly unacceptable, Fitbit is not a new company, their products are not cheaply priced, so to basically tell customers "Just sit and wait" is the worst response you can be conveying as a solution. 

Miko (6/10/2020, 12:55:13 PM): I appreciate your feedback and apologize for the inconvenience. I am not one of the developers, but I will be happy to forward the comments, Verenis.

Me (6/10/2020, 12:57:50 PM): I too do customer service, and know you are not a developer, owner and or decision maker; but as the customer service representative answering this chat and conveying Fitbits message, you are the only person I can express my frustration too in hope something will actually be done. 

Miko (6/10/2020, 12:58:57 PM): You're absolutely right. Everything is documented here, and I will also forward your comments; in the meantime, I'd like to reassure you that  something is indeed being done about this, as is the case with all issues which are tagged as critical.

SO NOTHING CAN BE DONE?1?

[Kieranmckendry]

I am also having this exact same issue and it is extremely frustrating and piss poor of Fitbit to let customers sit in the unknown without any reasonable reason for this to happen.

[KathrineHJ]

I just received my Versa 2 on May 30...thought I was losing my mind, because steps seem to be counting backwards.  After taking pics of my Versa and pics of the Fitbit app I proved that it was indeed deleting steps.  I called Fitbit and they pretty much made me go through all the resets and deleting of app on my phone, for HOURS I was on the phone with them...got nowhere...told it was probably just me.  Told that I could not get a new device because I did not purchase it from a retailer...omg!  That I had to contact Vitality and they would have to take care of it.  Fast forward two days and I have been told they are working on the problem and I just have to wait it out.  Now that I see this has been a reported issue for months!  I am really angry.  I really did expect more from Fitbit.  Guess I should have gotten an Apple Watch.  

[Hotrodgirly68]

Don't you love how Fitbit hasn't even responded to any of the new complaints.  It's pretty obvious and they've made it pretty clear, they don't stand behind their product.

[Hotrodgirly68]

Got to love how Fitbit hasn't even responded to any of the new complaint messages.  It's pretty obvious and they have made it clear that they don't stand behind their products and it's very disappointing.