Versa adding on miles after syncing

[Joywheee]

This is my fourth fitbit, have had a 2 charges and one charge 2 previously. I’ve gone for the Versa this time but every day since I’ve had it (this is the 5th day) when I synch the watch and app it is randomly adding about 0.5 of a mile every now and then, so at the end of the day I end up with a mile or more than I’ve actually done.....I know how many of my steps roughly in a mile as I measured my stride length at the beginning and haven’t changed it in the 3 years of having Fitbits - I’m still using the same app. It only happens after syncing, both watch and app will say 4.5 miles for example, and when I then synch without moving at all, both watch and app will randomly jump up to 4.8 miles - it varies but always a huge jump. 

5 miles walking would usually take about 11000 steps but now it’s hitting 5 miles at 9000-9500 steps 

Very disappointed that this is happening, any way to fix it? 

Edited to add that I’ve just remeasures my stride length and it’s still the same. I don’t think the problem is that though, as it would be a gradual increase over the day whereas this is just a random jump on syncing. 

[EdsonFitbit]

Welcome to the Fitbit Community @Joywheee. Sorry for the delayed response.

Thank you for letting us know that you have been part of the Fitbit family for a while. I regret to hear that your distance is getting increased without reason everytime you sync your Fitbit Versa and that the amount of walked steps required to reach a mile seems to have changed. Thank you for remeasuring your stride length before contacting us. 

This is definitely not an expected behavior. Please perform a restart to your watch by following these steps.

If this doesn't help, please let me know which phone do you have and if you are recording your activities with GPS.

If you have any question, please don't hesitate to contact us back.

[Joywheee]

Thank you. I’m not recording my distance with GPS nor should I have to. This is my fourth Fitbit, and 5 miles for me has always been 11000 steps give or take a few hundred either side. Not 9000+ steps. Something isn’t right with the watch. My stride length hasn’t suddenly changed. 

Ive now already spoken to someone from customer services, have done a restart and will be monitoring it to see if things improve. If not, I’ll be back on to you. Thanks. 

[EdsonFitbit]

Thanks for your response @Joywheee.

I appreciate you letting me know you'll be monitoring your watch to see if the issue has been resolved.

Feel free to contact us at any time.

[Joywheee]

Thanks for your reply. Despite your instructions to do a a hard reset and then a reset to factory settings, over the few days since then it’s still randomly adding on miles so I have sent it back and you’re going to send me a replacement. Hopefully the new one will be fine, but if not, that will be going back for a complete refund. 

I cant fault your customer Service so far - apart from telling me this is a one off event when there are quite a few on this message board with the same problem. However you have been prompt, helpful and polite which has been great. Let’s hope the new one works as it should. 

[EdsonFitbit]

Thank you for the update @Joywheee. Sorry for the delayed response.

We appreciate your time while dealing with this situation. Thank you for your kind words about our support and for communicating us that you'll receive a replacement Fitbit Versa.

If you need further assistance, please let me know.