Versa 3 is not tracking my distance accurately

[Nico.29]

I have noticed for the past week or so my Fitbit Versa 3 has calculated 0km everyday when usually even on a lazier day it will clock a few km’s. I’m not sure why it’s stopped working but I’d love to know how to fix it

Moderator Edit: Clarified subject

[LZeeW]

Hello @Nico.29 and welcome to the Community.  It looks like there is a bug in the automatic stride length calculation.  Please try the following workaround.  Tap on your profile picture/gear icon in the upper right of your app, then Exercise.  Look for the Stride length option.  Tap on it and toggle Set Automatically off.

[Brassicas]

53 weeks and 7 days after purchase, my versa 3 stopped tracking distance.  23,000 steps, 0 miles!!! 

Google acknowledged it's broken, want me to post it back to US for 'refurbishment '.  When I purchased it there was data on it prior to my owning it.  Presumably it was a refurbished one.  It had lower heart rate and mileage.  Fitbit had such a good name.  I'm disappointed to see that Google doesn't believe in good honest customer service, where the customer is treated well.  A smartwatch that fails 11 days out of guarantee???  Post from UK to US for 'refurbishment '?  Really?

[Brassicas]

Thanks to 'Laurie, Maryland', my Versa 3 now tracks distance again.  Unbeknownst to me, I should have disabled stride (which I hadn't actually set).  

The Fitbit (Google) support were EXCELLENT,  B U T they are limited to a set protoco which they can't veer from, they have no authority.  Also, I didnt speak their language, but they could speak English.  Nil points to me, support group.1.  

[Tabbell]

My wife and I both own a Versa 3 and within a few days of each other both have stopped recording distance in normal use.  They still record distance on the Exercise App.  Google/Fitbit have not been able to resolve this.  We’ve undertaken various trouble shooting measures including a factory reset.  Google/Fitbit say there is nothing more they can do.  Both are out of warranty.  It seems very strange that it has happened to both watches so close together. They deny there is any issue with software etc and that  no other watches are affected.

[Brassicas]

What a shame. It was only thanks to Laurie Maryland that I deleted 'stride' figures, and hey presto. Fitbit, now Google, despite kind and helpful online staff, don't care. Fitbit did.
Factory reset, did that make 'stride length' nil? It seemed to do the trick for my Versa 3.
I was going to buy the Garmin Venu sq 2 if mileage didn't return. I'm in England, and Garmin is regarded as better than Fitbit. Good luck
Annie/Brassicas :sun_with_face:

[Tabbell]

Thanks.  This is all very odd.  I’ve had a look at Stride length on by our Apps.  They are set up as Automatic and show a stride length for Running but as with you nil for Walk ??  The odd thing this must have occurred before the factory reset.  I entered a manual figure. I will test. Why though is it not identifying one automatically.  I will do some more testing.  Thanks again. 

[Brassicas]

I cancelled the stride length, ie entered no stride length, which presumably makes Versa solely use GPS, in the hope it'll be more accurate. Works for me!
Good luck
Annie (Brassicas) xx

[Tabbell]

Thanks.  The watch now seems to be calculating distance after cancelling the Automatic on Stride.  It is still perplexing how this issue arose on two watches after 2+ years of working normally.  I wonder if a recent update has caused this. The issue arose before the factory reset.  Fingers crossed.  

[Brassicas]

Great that they're working. Re software update, presume you mean the disaster last week, because Fitbit/Google no longer support Versa 3, or so I thought.
A x

[JuanFitbit · Accepted solution]

Hi everybody! Welcome to the community! Thank you for your messages and efforts.

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?


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