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

[SunsetRunner]

This happened to me as well. I was over 12000 steps and it went down to 133. Figured it was a glitch, but is doing it again today. FIX THIS!!!  It’s very frustrating!!!

[MarreFitbit]

Hello everyone! 

Thank you so much for taking the time to share your experience with your steps missing on the smartwatches and the Fitbit app. I appreciate your efforts in trying some troubleshooting steps and for the screenshots.

To further investigate on this, can you all please get back to me with the following information:

- Make/model of the phone you're using 

- OS of the phone 

- When was the first time this happened and how often since then?

- Is this happening everything you sync or just after opening the app your steps are gone?

- Are you missing any other data like calories, floors, etc?

- Is the time on your watch matching your phone's?

- How many steps do you frequently lose? Have you noticed is a similar amount?

- What's the Fitbit device you're using?

While I wait for your response, If you remember the exact amount of steps or the name of the activity you performed, you can try manually logging the activity. For more information, see: Can I add an activity manually to my Fitbit account?. We understand that this isn't the resolution you're hoping for, but rest assured we're trying to identify the root cause of this.

We'd appreciate it if you all could answer in the order in which the questions are listed so the information can be more organized and readable.

I'm looking forward to your response, keep me posted. 

[Jhannah]

Losing steps also. This started yesterday as that seems to be the case for everyone. Steps are removed from Versa 2 as well as the app. I sync daily. Doing nothing different than before. 

[Sonjadb]

I think this is a widespread problem since the last update.  I do not normally pay that much attention to my steps because I consistently exceed 12K daily without trying.  However, I joined a challenge yesterday and noted that I was dead last with only 6 (yes, SIX) steps for the entire day.  My Versa battery has been depleting much faster than ever before and I have to punch in my pin every time I want to wake it (as opposed to once every 24 hours).  My HR is no longer tracking on the main screen.  And I just noticed today that it has not been tracking my sleep for the last two days................

[Sonjadb]

I have a Versa with FitBit Version 70.8.0.  My iPhone is Xr with software version 13.4.1.  My steps have been deleted since yesterday (6/8/2020), returning to only 6 on the watch, whether it has synced with my phone or not.  I ran 3.5 miles this am and it was tracking steps but now shows only 6 again with zero miles and zero mins exercised (though it did maintain my 34 floors for today and shows the workout in my exercise tab)....  It is not tracking my sleep and HR is no longer on the main screen since yesterday.  I have to use my pin to wake it each time despite being set on "Auto (Motion)" -- this has been happening for at least two weeks.  My battery is also depleting at an alarming rate for the last two weeks.  I used to only have to charge once or twice a week but am now having to charge once or twice a day (and it has gone to 0 and shut down twice in the last week).  I should also add that this is the FOURTH FitBit I have had in the last 3 years because they stop working.  Fortunately, the first three were still under warranty through BestBuy but they will not provide warranties any longer for your devices.

[Noafy]

- Make/model of the phone you're using 

apple iPhone 11

- OS of the phone 

iOS 13.5.1

- When was the first time this happened and how often since then?

June 8th, 8 PM CEST / auto sync 24h

- Is this happening everything you sync or just after opening the app your steps are gone?

everytime

- Are you missing any other data like calories, floors, etc?

activtity minutes

- Is the time on your watch matching your phone's?

yes

- How many steps do you frequently lose? Have you noticed is a similar amount?

random. yesterday +5k losses

- What's the Fitbit device you're using?

versa 2

[Patrick]

I have an iPhone SE with OS 13.4.1

Started yesterday, June 8, and happened several times. Lost count of how many.

Happens just after opening the app.

Just missing steps/miles.

Time matches. 

The resets bring me back to 14 steps. So I lose around 11,000 steps.

I use a Versa

[Vtjeepgal]

2nd day in a row with this issue. I will be moving to another tracker if not fixed this week. Totally defeats the purpose!

My versa lite is losing huge chunks of steps. Over 11k steps disappeared from my total steps even though they are still shown in the impact for my stairclimber workout for today. EXTREMELY PROBLEMATIC as my employer tracks my daily steps logged via my fitbit and losing 8k steps a day which I actually took will cause my insurance premiums to skyrocket! Please fix!!!

[SarahM376]

This has been happening consistently over the last two days in the evening, yesterday I was at 15541 steps and reset too 1500 steps and then reset again to 660 steps. Today the same went to check my steps and I was on 46 after been on 4000. 

Very frustrating any update?

[Versamel]

iPhone 8 iOS 13.5. Losing steps, distance etc when I open ap and sync (each time). Step count seems fine if I don’t open the ap! Using a Versa. Started yesterday evening and all day today.

[BJenkins72]

I had the same issue yesterday. got to around 11,000 steps and that evening the watch and the app were at 1,200! I completed a 4.5 mile walk this morning and the app and watch only registered 1,000 steps. My Versa is always on me during the day and is always synced. I've had freezing problems since I've owned this tracker but this may be the final deal breaker.

[Vtjeepgal]

Make/model of the phone you're using 

GALAXY S8+

- When was the first time this happened and how often since then?

June 8th, first time. 2-3 times since

- Is this happening everything you sync or just after opening the app your steps are gone?

everytime

- Are you missing any other data like calories, floors, etc?

Yes...everything related to missing steps except exercise day and steps still show there

- Is the time on your watch matching your phone's?

yes

- How many steps do you frequently lose? Have you noticed is a similar amount?

random. yesterday 9k+, today 11k+

- What's the Fitbit device you're using?

versa  lite

[NickW9]

Make/model of the phone you're using 

iPhone 8plus

- When was the first time this happened and how often since then?

June 1st, June 5th & June 8th,

- Is this happening everything you sync or just after opening the app your steps are gone?

When I sync at the end of the evening

- Are you missing any other data like calories, floors, etc?

Steps and exercise activity

- Is the time on your watch matching your phone's?

yes

- How many steps do you frequently lose? Have you noticed is a similar amount?

random. June 1st 9k+, June 5th 11k+, June 8th, 10k+

- What's the Fitbit device you're using?

versa

[vokeomu]

- Make/model of the phone you're using 

apple iPhone 11

- OS of the phone 

iOS 13.5.1

- When was the first time this happened and how often since then?

June 8th

- Is this happening everything you sync or just after opening the app your steps are gone?

everytime

- Are you missing any other data like calories, floors, etc?

activtity times and steps 

- Is the time on your watch matching your phone's?

yes

- How many steps do you frequently lose? Have you noticed is a similar amount?

5k to 17k

- What's the Fitbit device you're using?

versa 2

[SLynn83]

iPhone 11 

13.4.1

been happening for 3 days

every sync

100s of steps. Watched showed over 15,000 last night- app only reflect 654

yes- time is same

fitbit versa 2

[KRTurcotte]

Im amung those who a losing steps and heres your information :

- Make/model of the phone you're using : Apple 7 Plus

- OS :13.4.16/

- When was the first time this happened and how often since then? Sunday 6/7

- Is this happening everything you sync or just after opening the app your steps are gone? Tracker is    working fine then open up my app it syncs and changes the tracker

- Are you missing any other data like calories, floors, etc? NO

- Is the time on your watch matching your phone's? YES

- How many steps do you frequently lose? Have you noticed is a similar amount? anywhere from 100 to 1000's

- What's the Fitbit device you're using? Versa

[Wileykitt]

Every time I sync my Fitbit versa I lose all of my steps. I’ve tried all the online help tips and nothing works. Anyone else had this problem?

[MarreFitbit]

Hi there @Wileykitt, welcome to the Community Forums. I've merged your post to this thread as you're also experiencing an issue with your steps gone.

To be on the same page as everyone, would you mind replying with the information I asked here?

Look forward to hearing from you! 

[DonnaB1016]

 Make/model of the phone you're using IPhone XS 

- OS of the phone iOS 13.4.1

- When was the first time this happened and how often since then? MONDAY 6/8/20

- Is this happening everything you sync or just after opening the app your steps are gone? SYNC

- Are you missing any other data like calories, floors, etc? NO

- Is the time on your watch matching your phone's? YES

- How many steps do you frequently lose? Have you noticed is a similar amount? I LOST 11 K THIS MORNING NOW EACH TIME I SYNC I GET SET BACK TO 71

- What's the Fitbit device you're using? VERSA 2

[Mb1987]

- Make/model of the phone you're using 

Samsung S8

- OS of the phone 

Android version 9

- When was the first time this happened and how often since then?

8th June but not happened since

- Is this happening everything you sync or just after opening the app your steps are gone?

Happened when I opened the app

- Are you missing any other data like calories, floors, etc?

Active minutes

- Is the time on your watch matching your phone's?

Yes

- How many steps do you frequently lose? Have you noticed is a similar amount?

Lost c.6k steps yesterday

- What's the Fitbit device you're using?

Versa 2