Versa correctly tracked exercise calories, then changed them afterwards.

[balex1103]

I have been experiencing the same issue as some other users, where the Versa intermittently does not accurately record my calories during exercise.  I have been resetting it periodically, and it works okay for a while.  This morning I went for an exercise walk, and I checked my calories after. The fitbit showed 886 calories at about 11am.  About an hour or so later, I checked the fitbit again and it showed 750 calories.  Then I opened the app on my smartphone to see if it was showing the correct calories.  When I opened the app, it showed 975 calories.  Then it synced with the watch, and changed the calories in the app to 750. 

When I looked at the calorie details from my walk, I can see it is the same problem that I have been having.  For most of my walk, the calories graph is flatlined at less than 1/2 calories per minute, so the average for the entire walk is 2.7 per minute.  It should be around 5.5 or 6.  This is the intermittent issue I have been having, but I have never seen it record the calories correctly, then drop them later on.  I have not seen this issue reported by any other users.

[LiliyaFitbit]

Welcome to the Fitbit Community @balex1103, it's nice to see a new member around! I am sorry for the delayed response. 

Thanks for the detailed explanation about your device's behavior in tracking your exercise calories. I appreciate your efforts to resolve this by restarting your Fitbit Versa. Please let me know if you notice this calorie discrepancy only during the exercise? How do you track your exercise - from the Exercise app or through the SmartTrack feature (automatically recognized)? I'll be glad to investigate. 

Looking forward to your response!

[balex1103]

Hi - Thanks for your response. I did restart my fitbit the other day and the issue is still occurring, but I will try it again. I use the automatic exercise tracking feature. Today I went for a 5 mile walk and noted the calorie counts listed below before, during and after my walk. The calories appeared to be accurate until 2:05 pm when the calories were reduced by at least 150. This happened when the app on my phone was syncing, and that seems to be where the problem occurs. If you can see my exercise history for today, the calories burned tab shows various points in time where the calories burned drop to almost zero. This is incorrect. My pace was steady, with no stopping on the walk. Please let me know if there is any additional fix for this besides restarting the watch. That does not fix the problem for very long, if at all. Thanks!

[LiliyaFitbit]

Hi @balex1103, thank you for your reply. 

I appreciate your efforts to resolve the issue and thank you for providing the additional details. Since the issue persists, I've sent your case to our Support team so they can investigate further. You will receive an email from them soon. 

I'll be around if you need further assistance.

[balex1103]

Thank you!