Versa is losing my steps

[Versamel]

This evening my step count suddenly dropped to 164 steps. It had been somewhere around 14,000 steps and suddenly dropped. It’s acknowledging that I did a run this morning but says that contributed just 164 steps to my daily total!!! I’ve turned it off a couple of times and have done all updates! I had a goal this year to do at least 10k steps each day and 100k each week, up to today I was on track - will be super upset if it’s not going to record today’s steps!! Any ideas??

Moderator Edit: Clarified subject

[MATT769]

How are you manually entering steps?Sent from my Verizon, Samsung Galaxy smartphone

[schnltn1]

You can fix the issue and give me my steps back. I'm really frustrated
with this mess. I'm in a challenge and need those steps back. Answers to
our question, when will this be fixed? It is not fixed!

[Shannon00]

My steps are now recording accurately but my floors, miles, calories and active minutes still aren’t. They all say the same thing for everyday. I can’t believe how hard it is for this company to have an accurate app. 

[SunsetRunner]

@MATT769 - Here is how I am manually adding my steps back. I’m on an iPhone so it may be a little difference on an Android.

• Open the Fitbit app
• From the Today screen, scroll to Exercise, Tap it.
• Tap the clock icon at the top, right of the page
• Tap Walk and enter the start time and duration of the missing steps
• Tap Add, then tap the Today icon
• You should see the missing steps added to your total steps

[Versa357]

If you add manually doesn't help get steps back if you are in a challenge or work incentives tho. Fitbit will only register what they record. So the problem might be corrected now and forward but they haven't corrected the past. All the days we were losing steps I havent gotten any back like they said they'd give back because they said on their end they could see more steps then what it was showimg on my end. Fitbit seriously fix this!!!

[Versa357]

Question for other fitbit users. I'm fairly new to fitbit Monday was the first time I went to fitbit.com vs just using the app when I went I saw everyone at my work on the my wellness tab, now I can see where I'm at compared to the 400+ other employees. However the June tab and the 7 day tab the numbers have not changed since Monday. Has anyone else noticed this as an issue. If I click on the today app that the numbers are constantly changing and seems to be matching what my watch/app says so it has registered my steps all lower then what I actually did all week. But wondering why the June tab and the 7 day tab has not changed at all and hasn't for any of the top employees at least because I'm currently showing 4th place for June and 7 days so I see the top ones.

[SteffieK]

Another generic reply not accepting that there is a syncing issue with the Versa 2 and it deleting steps at the moment and not offering any explanation as to when it might be fixed.

I’d like to say I’m shocked but I’m not.



Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @SteffieK, thanks for participating in the Community Forums. As I've mentioned here, that thread is for Versa devices that are not syncing, since you have a different issue, please follow-up in this related thread for updates with regards to your steps disappearing after syncing.

Thanks for your understanding and cooperation. Let me know if you have any further questions.

[SunsetRunner]

Hi @SteffieK - I’m moving your post to an existing thread on this subject. It will provide more information. 

[LillianB]

Having the same problem.  I watched the numbers go back and forth last night.  I had over 16 thousand steps at 1 am.  One weekend competition showed 16393 steps and the other shows 166.  Now at 3 pm, nothing has changed.  totally P Oed

[cherylfb17]

i have been having same issue all week.  I have had a version of a fitbit since 2012- never had this happen before.  2 times so far with the Chat support people- nothing.  They are "working on it".  So i have a 150$ device that is a brick on my arm for nothing?  I can't keep track of my steps, or anything- as it resets multiple times a day for at least a week now.   When will this be fixed?  I have updated app, Versa, Phone, restarted phone, restarted Versa, deleted app , re installed, restarted phone- nothing.  All  multiple times.  How long does it take to fix an issue like this?  come on Fitbit!!!

[MarreFitbit]

Hi there @cherylfb17 and @LillianB, thanks for stopping by and for the details shared in your posts. I understand where you both are coming from. However, this issue should be now fixed, would you mind confirming that you are no longer losing your steps?

[cherylfb17]

I no longer am using this device- I disconnected it.   I can't trust it- or Fitbit.  I will no longer be recommending Fitbit to the 1000s of members of my coaching platform as it is not a reliable product and not supported by its manufacturer as it once was.

[LillianB]

Yes Ma'am it is fixed!
Thanks,
Lillian

[MarreFitbit]

Hi everyone,

We've just fixed the issue about the steps disappearing. I'm now going to close this thread from further comments. If you're experiencing any syncing difficulties with your device, please post a new topic to report or contact our Support team for more options.