Versa 3 does not count kilometers

[SunsetRunner]

Hi all, do you know how to fix it? My versa 3 counts steps but does not count kilometers

 

[Lueds55]

Mine is basically doing the same thing. I have over 10,000 steps and only shows 0.59 miles. I have shut down watch & restarted but nothing changed!

 

[MiguelBarnes]

Same problem. Distance is not correct. Not even close. Steps, zone mins and calories burnt all appear acceptable. Annoying.

[MiguelBarnes]

I have the same problem.  Distance is not correct. Steps, zone mins and calories burnt all appear acceptable. Your stats like mine are similar also. It's nuts. Annoyed. How to fix??

[Lueds55]

I noticed today that the only miles/distance recording & showing on the Today page are when I walk in the exercise app with GPS. Once I end the walk it no longer tracks  distance/miles.

[dsg1]

I've had the same problem - starting 10 days ago - been contacting support with no solution (or response).  Reset and Factory Reset did NOT resolve the problem.

[Lueds55]

I too was on phone with customer service & no help at all. They told me to
shut down & restart which I had already done. I have also logged out & back
in again & deleted the app & added it back in. Still nothing. They also
wanted me to do factory reset which I didn’t. I told them I was pretty sure
it’s on their end but they made it sound like I was the only one with
problem. I told them to check forum & they’d see there are others. There’s
probably a lot of people that don’t even realize there’s a problem if they
don’t check distance & miles. Hopefully more people will call customer
service so this can be resolved!

[Gazdog]

Hi Lude and all others with this problem and sorry that you are as disappointed and frustrated with Fitbit as I am.

I also have the same issue which first started on my Versa 3 date 23rd July 2024. I have now had 3 Chats and tried all of the possible fix’s including a full factory reset but problem still persists (also shows incorrect active mins and calories) 

My case has been referred to Higher level support 3 days ago but unable to advise me when I will receive a response as apparently dealing with a lot of customer problems  (I’m not surprised!) 

I have been a very keen user of Fitbit for the past 6 years but had enough now given the decline in service and less than robust build and software. I will be surprised if any of us with this issue get it resolved. 

 

[MiguelBarnes]

Thank you for your reply (and sorry to hear that you are experiencing the
same nonsense I am dealing with also). You mirrored my experience.
Everything you said is the same with me. Contact support and their "help" -
the same. I am bored and very frustrated of wasting hours and hours of my
precious and very very limited time. Fitbit - FIX IT. It is YOUR PROBLEM,
not mine to fix. I have tried everything you have suggested and no
resolution. I am in exactly the same position as one month ago. I am
quickly losing my patience

[MiguelBarnes]

Exactly the same. It's nice (I'm being sarcastic) and it's also what you
pay for.. when you buy a tracker for exercise - that is tells you how far
you've been...

And this is not on average approx 200 metres a day.

[MiguelBarnes]

Nothing so far has resolved this problem. For a month now I've been doing
big zone mins and calories burns but going 2km (max) - usually 0.2 - 0km
each day. It's a bad joke. FIX IT. I'm tired of this nonsense.

[Gazdog]

Hi Miguel 

Hope you don’t mind me asking but you ever get this issue resolved? I have been having the same issue since 23rd July 2024 and Fitbit support seem unable to resolve the issue. My Versa 3 is only 17 months old but I believe faulty (yet again!) 

[Lueds55]

I’m thinking it has something to do with the last update they did!

[Gazdog]

Hi, given that a common problem then probably but I do not have a lot of faith that will be fixed anytime soon or if ever. 

[Lueds55]

I saw on another community forum that there are a lot more people with same problem. A moderator said they’re aware of problem. I also saw a temporary fix til the get problem solved. Go to your stride length & turn off auto & enter stride manually. I did this today & so far it is recording distance. Not sure how accurate but better than 0

[MiguelBarnes]

Hi there, yes I have done all of the above and also did the factory reset. It took hours. I even went to sleep and woke up in the middle of thre night and it was still resetting. Anyway, I woke up the following day after all aforementioned this was over a week ago - and there was absolutely no change at all. I did 25,408 steps on Saturday night (18/8/24) and remarkably i did all of this in only 5.06km! I am at present still wating for a resolution.

[MiguelBarnes]

Short answer - NO. Nothing has changed at all. I have done all of the above and also did the factory reset. It took hours. I even went to sleep and woke up in the middle of the night and it was still resetting. Anyway, I woke up the following day after all aforementioned (this was over a week ago) - and there was absolutely no change at all. I did 25,408 steps on Saturday night (18/8/24) and remarkably I did all of this in only 5.06km! I am at present still wating for a resolution.If you dont set your entire day on an "exercise" - e.g walk, workout, run etc. You will recieve a big fat zero 0.0km distance covered, everytime. 

[MiguelBarnes]

It didnt work out very well did it.

[MiguelBarnes]

I have already done this. There was nothing wrong with my stride length. I still get zero distance covered.

[MiguelBarnes]

Hi Gazdog, yep.. here we are again. I haver had this problem since 9th July 2024. It would be really nice if they fixed this soon wouldnt it?!!