Versa 2 steps lost after syncing

[Brenz1972]

Synced my versa 2 and lost over 8000 steps. How do I get them back?

Moderator edit: updated subject for clarity

[EdsonFitbit · Accepted solution]

Welcome to the Fitbit Community, @Brenz1972.

Thank you for the information provided.

If you have linked your Fitbit account to a third party app, please make sure the information logged on their side is not overriding the data recorded by your Fitbit Versa 2.

Whether you have manually logged any activity on your Fitbit account, please make sure the time doesn’t match that one registered by your Fitbit Watch. You can delete any activity synced from a third party app or any activity manually logged on your Fitbit account to get your steps back.

If you have any question, please let us know.

[Brenz1972]

Thank you so much I figured it out!

Sent from my iPhone

[EdsonFitbit]

Thanks for your response, @Brenz1972.

I'm glad to hear that you've figured it out.

On another note, you are welcome to visit the Health & Wellness board to talk with other members about health and fitness.

Feel free to contact us at any time.

[SunsetRunner]

Hi

My FitBit Versa does exactly the same. I did over 5000 steps as part of my morning run, when I synced to my app, the steps disappeared. All of them. The Zone minutes, Floors, even heart rate during the exercise is there… but the steps are gone. The run is even logged as an exercise in the app. But the steps are gone. Please help! 

[EdsonFitbit]

Welcome to the Fitbit Community, @SunsetRunner.

I'm sorry to hear about the difficulties you experienced with your Fitbit device.

To have a better understanding of your issue, please attach a screen shot of the run with no steps on your Fitbit app.

I'll be waiting for your response.

[SunsetRunner]

Good morning 

I tried responding to your email last night with the screenshots but an error message came back with the following message:

Delivery has failed to these recipients or groups:

Fitbit Community (community@mail.fitbit.com)
The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly. 

I can’t send screenshots here.

Let me know the next step. Thank you.

[SunsetRunner]

I just finished a run and it did it again. I had 5500 steps, now it’s 2500. It just dropped 3000 steps. I still can’t respond to your email either. So can’t send any screen shots. Is FitBit able to help resolve this issue or not? I can’t keep losing steps like this. 

[Brenz1972]

You can manually put those steps back in! It has been a while so I don’t remember how to do it!

Moderator edit: personal info removed

[SunsetRunner]

Hi

Thank you. Been searching for how to do that, but can’t find any details. I tried logging another exercise but the steps don’t go up. I just don’t understand why this is so difficult. What’s causing the app/watch to lose steps? 

[Brenz1972]

I am not too sure. Mine has not done it in a long time!

Sent from my iPhone

[EdsonFitbit]

Thanks for your response, @SunsetRunner.

I noticed that you've been in touch with Customer Support. I'm pretty sure they will do their best to provide a high level of support. Thank you for your patience while dealing with this situation.

Thanks for your comments, @Brenz1972.

If you ever want to add steps to your Fitbit account you can do so by manually adding a walking, running or hiking activity. Please make sure to select "steps" from the dropdown menu as shown in the screen shot below:

Please be aware those steps won't count towards badges, Lifetime nor challenges.

Have a nice day.