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Versa 2 steps disappearing

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‎10-07-2020 06:57 - last edited on ‎10-12-2020 15:53 by Fitbit Moderator

‎10-07-2020 06:57 - last edited on ‎10-12-2020 15:53 by Fitbit Moderator

I went on a hike yesterday and before I hopped in the car my Versa 2 was reading 11k steps. A few minutes later I was back in the hundreds. Checked the app and it too was wrong and my steps had disappeared. If I go to my active minutes it says my hike was accountable for over 10k steps... if thats the case where are they? 

 

I've tried restarting my phone and logging out and back in of my fitbit app.

 

Moderator Edit: Clarified subject

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‎10-12-2020 15:53

‎10-12-2020 15:53

Hi @KKristansen, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for the details that were shared in your post. To better assist you with this, can you please let me know when was the first time you experienced this issue and how many times since then? Is this occurring with steps only or other stats are also being affected? Which phone are you using with your Versa 2? In the meantime I receive your answers, please restart your device and troubleshoot the Fitbit app with the following steps:

 

  1. Force quit the Fitbit app.
  2. Uninstall the app from your mobile device.
  3. Make sure that the OS version of your phone is up to date.
  4. Reboot your mobile device.
  5. Reinstall the Fitbit app.
  6. Login using your account credentials.

 

Looking forward to your reply.

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‎10-13-2020 11:52

In response to RicardoFitbit

‎10-13-2020 11:52

It happened twice last week.

 

It happened again today. I had over 17k steps, I even screengrabbed it to send to a friend. Home now and noticed it says only 5k on my fitbit and the app. 

 

I have done the steps you said above, closed everything, deleted the app, restarted the phone, re-download the app and nothing. I have a Samsung S10plus and the OS is up to date. 

 

Thanks!

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