Versa 3 has stopped tracking floors

[Petsteen]

Fitbit has stopped counting floors since 8 september. Before that date it worked faultless. So what has changed  and how do I restore this function?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Petsteen. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention. I'm sorry to hear that your Versa 4 has stopped tracking your floors. I understand your concern, I will do my best to help you with this!

Please note your device uses both an accelerometer and altimeter to track floors, and registers a floor when detecting continuous motion combined with an elevation gain of about 10 feet. Because the device looks for continuous motion, pausing when you go up a flight of stairs can cause the device to not count the floor.

Your device may count less floors than you think it should for a variety of reasons. Not all flights are the same height or distance, so if the flight you climbed is less than 10 feet you may find that the device's floor count doesn't exactly match how many floors you climbed.

Exposure to excess moisture can also result in fewer floors. We recommend that you wear your device worn loosely during exercise.

I'd recommend restarting your Versa 4 by following these steps How do I restart my Fitbit device? Then, please test your device and see if it records your floors based on the information I've provided above. 

On a side note, please take into consideration your Fitbit device's environmental conditions. You can find this information at the Fitbit Versa 4 User Manual page 64.

[Petsteen]

Hi Marre, I have tried what you adviced  but it still doesnt work. Is there anything else I can try?

[MarreFitbit]

@Petsteen Since all the steps you tried didn't work, you have a Versa 4 and report that it's not tracking your floors accurately, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. 

This form is only meant for you to use, so let me know once you’re done. Click here to get access to it. 

[Petsteen]

I filled out the form last week. Didn t notice I should inform you. Sorry.