Versa - Incorrect calories burned and active minutes

[Mackenzie_2493]

Today I went out for a run and ran 8 miles. My Fitbit Versa shows that I manually put in a workout and detects I did run, however my calories are at 700 something when my run says I burned well over that. Also says my minutes are 0... when in fact I have well over 15000 steps. It’s 3 pm and my calorie burn on my dashboard is less than what it says I burned on my run! It also didn’t detect my sleep last night.... or it did, and it isn’t displaying.

Moderator edit: updated subject for clarity

[SunsetRunner]

Hi, sounds like you're using a Third Party Clock Face. Is this correct? If yes, change it to one developed by Fitbit itself and the problem is solved. If no, restart your Versa 4-6 times in a row by pressing and holding the left and right lower buttons together untill you see the Fitbit logo and release the buttons. Usually this procedure solves a lot of minor Versa problems. 

[Mackenzie_2493]

I have tried both of those things.

i am on the phone with customer service now. 

[Mackenzie_2493]

The customer service rep told me I will need to wait until there is an update that will hopefully resolve this issue.

ridiculous. 

[SunsetRunner]

Hi, I brought your problem under the attention of the Moderator Team, someone of them will contact you soon via your topic. Regards.

[deeds1961]

Having similar issues on a month old versa. They have several issues and really don’t seem to give a bleep. Unacceptable 

[LizzyFitbit]

Welcome on board @Mackenzie_2493! It's nice to see you around @SunsetRunner and @deeds1961.

@SunsetRunner, thanks for stopping by and sharing other steps to help our friend. Great job! 😉

@Mackenzie_2493, thanks for taking the time to get in touch with our Support Team, as well for the feedback provided. If you'd like me, I can request to open your case so you can receive further details about this situation.

@deeds1961, I appreciate you for the screenshot provided. Let me explain that your calories burned will be calculated based on your personal information: height, weight, age and gender. That being said, I'd suggest the following steps:

1. Go to the Fitbit app and tap on the account icon at the upper right corner.

2. Tap on your name and on "Personal".

3. If something is incorrect, tap on the information you'd like to change.

4. After making any changes, tap Save.

Additionally, I'd recommend to check our help article that explains how to wear your device to improve the accuracy of the heart rate.

I'll be around, so keep me posted.