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

 

[Gazdog]

Hi Miguel and everyone else on this thread with the same issues. After completing all the supposed fix’s and multiple chats with FB support I received the below email today which appears to confirm there is an issue with Fitbit software. Given the number of customers who have this issue I very much doubt it would have taken the Head of IT to work out the problem might be their end! and saved so many of us a hours of time and frustration completing pointless fix’s. Shocking service. 

[Gazdog]

Ooops forgot to paste the email reply,

 

[Gazdog]

Hi Igaaa

Has your device started logging Distance? I have had the same issue since 23/07/24 and after 3 chats, 3 emails and wasting 4 hours of my life FB Customer Support finally admitted there is a software issue and have no date it will be fixed. I have totally given up with FB and am about to purchase a Garmin device and then will post a scathing review of Fitbit on YouTube.  

[Bookworm717]

I want to thank those of you who spent hours trying to get this fixed. I’m having the same issue, it began in late July 2024. If I purposely start an exercise, my phone GPS kicks in and tracks the distance. But when I’m walking around for my daily activities or walk outdoors without starting an activity, only my steps are tracked. Until July, steps and distance were tracked all day long. I’ve reset and added stride length, etc., but it did no good. Today I logged 16,000+ steps but only 0.06 miles! Ridiculous. Maybe there will be an update soon that fixes the bug. Thanks again!!

[MiguelBarnes]

Hi Bookworm, thank you for you update and comments. Much appreciated. I mirror what you have said and your experience and also feel exactly the same. I have wasted hours of my very precious time and still have no resolution. This problem has been occuring since 9th July. I have contacted Fitbit so many times. The problem is clearly theirs to fix, however with all of the communication, effort and time I put in I feel the antonym of this.  I used to think fitbit was a good product but I am just getting very angry. Once again, thank you. If I find a solution I promise I will respond and let you all know. I am determined to see this through but after all of the nonsense and runaround and I just getting very (choose your own expletive) with this incapable bunch of muppets.

[MiguelBarnes]

Just shocking. Agreed. Head of IT, no doubt on a 6 figure salary + awesome benefits etc... and very probably has a Garmin.

[MiguelBarnes]

Still unresolved. Just jumping through hoops. Usual nonsense. Tired.

[JuanFitbit]

Hi everybody ! Thank  you for your messages and information.

Our team is aware of the situation and is working on a solution to it.

Many users have now confirmed that they were able to fix it by entering the stride length themselves. It's worth a try until our team has worked on the solution.
You can find instructions for this here:Can I change my stride length in my Fitbit account?

Please follow this thread where all updates will be posted. Distance appears as 0 after sync