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

[VivHerbert]

Steps disappear on both, 7000+ yesterday and 9000+ today. I am going to get a Garmin I am told they are more reliable

[VivHerbert]

I have a Huawei P30 lite which is up to date.Version 410.301

I have lost steps every day for about 2 weeks

[ewwmt]

I’m losing steps on my watch and Fitbit app. It has happened a few days in a row now. Is there any way to remedy this? 

[Versa357]

I am truly pissed I went to bed with 41,055 steps, 3,936 calories, 18.1 miles, 2 floors, 345 active minutes. This morning yesterday shows 544 steps thats over 40,xxx steps you took from me. And shows 3,235 calories, 12.4 miles, 2 floors, 200 active minutes. So everything is dropping besides the floors. Seriously get this figured out!!!! If you want customers provide better customer service

[Siljestina]

Been losing steps for two Days. After a run for 5 km I still down to 578 steps for the day. Everytime it syncs the steps jumps back to 578...    Any answer on whats causing this yet?

[Versa357]

I just got off the phone with customer support because I lost over 40,xxx steps yesterday they said its a known issue alot of customers have reported it our team is working as fast as we can just give us time. Do they even know what they r doing yesterday I was third place out of over 400 coworkers. This is horrible service

[SunsetRunner]

I have been experiencing this, too. The first time I noticed it was yesterday. I had removed my Versa 2 from my account and added my new Charge 4. Twice throughout the day, I was able to see the steps reduce on my iPhone 7 Fitbit app and on my charge 4. (Both are updated to the latest versions.) I lost a total of over 3,000 steps over the course of the day ... could not even get to my step goal. I blamed it on the Charge 4 so after syncing, I removed it from my account and switched back to my Versa 2. This morning the weather did not permit me to go outside to walk so - as I normally do and have done for years - I placed my Fitbit around my ankle and spent 40 minutes on my undertable elliptical. 

After about 10 minutes, my step count dropped from 1200+ to less than 400. I stopped and checked the exercise function in my account in case that had changed with the last upgrade. It had, so I changed exercise so nothing would be auto recognized ... saved the setting ... closed the Fitbit app ... restarted my Versa 2 ... and got back on the undertable elliptical with my device again at my ankle.  Twice again over the course of 40 minutes, I watched my steps reduce by several hundred. 40 minutes would normally give me around 2,800 steps. My Versa 2 and my iPhone both show 562 steps now.

What else can I try? I need to be able to count steps while walking and while on non-weight bearing machines. This way, I know when to ease up before my bad knee “complains,” thus staying ahead of the pain. As I mentioned, this method has worked for me for years ... until yesterday. 

EDIT: while trying to troubleshoot, I removed the Versa 2 from my account and added the original Versa (which has not been updated). Still losing steps but this time I was able to notice that my steps decreased every time auto-sync activated. I can literally watch my app and my device and see the numbers decrease. 

[KikiM75]

YES, me too! Having all my steps erased every time I sync is just the latest of all the issues I've had with the latest firmware update. There's no use being in a challenge anymore - I walked for 2 miles in 95 degree heat yesterday. Did a sync, and went from 4,000 steps to 100! And then, it did a sync before I went to bed and it erased steps again! I almost cried - this has been happening for the past three days. This is on top of the issues of not tracking heart rate or active hours or sleep insights. So basically, this is just "a watch", at this point. All stemming from the firmware update. My new device should be arriving soon as mine is under warranty, but it is totally unnecessary, if the firmware code was properly tested before deployment - or if Fitbit executed a rollback to the previous firmware version once Versa users started reporting all of these problems! I don't have a ton of confidence that any new device will last long, once another firmware update is released. I'm getting more disappointed by the day, watching this community beg for a solution because we WANT to be Fitbit users and advocates, and the company leadership has neither admitted that their code was faulty nor sent a note to customers to apologize for the situation they've caused and ask for us to stick with them. 

[Shananarama]

Same for me. My approx 5,200 step walk turned in to 329 today. This is day 3 of it for me.

[Versa357]

This is the third day every 15 minutes, xx15 xx30 xx45 xx00. We are losing hundreds sometimes thousands of steps. Fitbit so many customers have reported this why can't you fix it. Most of your customers use fitbit just for challenges or work incentives. If you are deleting our data you are making us fail challenges which is now costing us money. You need to fix this and atleast be like any other company that actually cares about their customers give us info. You should have it stated on your website that you have a known issue and this is what you know about it so far and give us updates. Vs if we call in Ive only been told "it's a known issue our best team is working on it give us time." Your best team doesn't seem that great if after three days no info at all.

I've attached photos of my watch yesterday I ended the day with over 40,000 steps but checked and it stated I only have 28,127 for yesterday. Today Ive already lost 10,000 of steps. Fix this issue and atleast own up that you have an error or something going on and give us info on what you are doing.

Have you figured anything out? When should this be fixed? Are you going to be able to give us back our lost steps? Or should we just throw these fitbits in the garbage since you don't seem to care about us, you can't give us any info, all you are doing is making us lose money by you taking away our steps and other data we had. 

[Baseballmom33_]

I literally watched my steps go backwards when doing my cardio this morning. Yesterday had no issues but today is a major issue. I have had a FitBit for over five years and gave never seen this before. My Apple Watch is looking better and better each day that might be making the change after Friday.

[SteffieK]

I am also having difficulties. 

Day 1, was on 29,202, synced, and went to 23,701. 

Day 2 was on 13,300 ish, got out of car, synced to go for a walk and suddenly I'm on 9,000 again. 

Today, I went for a quick dog walk this morning - 2500, got home and now I'm on 700. 

Have logged with Fitbit each day, completed a step test and every requirement  - restarts / software checks etc  

The 2nd online chat host was eventually honest after me pressing them that there is an ongoing issue at the moment. I asked if there was an issue to which he said there is. 

I reported again today further issues. Asked if there was an official response from Fitbit anywhere considering they have now admitted that there is an issue and how they will keep effected users in the loop to simply be fobbed off as always. Was told to keep an eye on the community pages. 

How about Fitbit hold their hands up and say yes there is an issue and we will let you know what it is and how we are doing with the fix as opposed to going quiet, not responding and fobbing us off with things like step tests which are not the issue? 

[Bear109]

This is happening to me to!! Only in last few days but blimey it’s frustrating, especially when in a challenge!!! Anyone got any suggestions yet? 

[SunsetRunner]

Here are my answers, @MarreFitbit 

 - Make/model of the phone you're using - iPhone 7

- OS of the phone - iOS 13.4.1

- When was the first time this happened and how often since then? - The first I noticed was yesterday

- Is this happening everything you sync or just after opening the app your steps are gone? - Happening almost every time I sync, either manual or automatically

- Are you missing any other data like calories, floors, etc? Yes and no - I track my daily miles on a spreadsheet. Starting with several days ago, when I tap to see a previous day, all the data flashes, with the correct info, then reverts quickly to the current day’s stats. I have to be fast to see the miles or any other information for previous days. 

- 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? - the shorter the interval between checking, the lower the jump back, usually 400 to 500. If I wait longer to check, the jump back can be as much as several thousand.

- What's the Fitbit device you're using? - Currently syncs to my (original) Versa. But I have tracked the same problem on my Charge 4 and my Versa 2.

[SunsetRunner]

Nothing yet, @Bear109 - the moderator is in the process of gathering data from us, in order to determine the source of the problem. Please scroll to the post and answer the questions to help us out. Or simply copy the questions here then paste them into a reply. 

- 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?

[Lizzybobs75]

Make/model of the phone you're using 

- OS of the phone - iPhone 11

- When was the first time this happened and how often since then? Since Monday I did over 15,000 steps and Tuesday 19,000 and never recorded them kept changing and went to 200 

- Is this happening everything you sync or just after opening the app your steps are gone? Yes when I sync nothing appears and it changes on my versa 

- Are you missing any other data like calories, floors, etc? Yes that all changes also 

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

- How many steps do you frequently lose? 12,000 ++ Have you noticed is a similar amount?

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

[calgrl70]

I've lost most of my steps every day for the past 7 or so. The steps are gone from the watch and the app. It's extremely frustrating and I am wanting to ditch this Fitbit and replace it with something that works.

[Baseballmom33_]

- Make/model of the phone you're using~ IPhone 8

- OS of the phone~ IOS 13.4.1

- When was the first time this happened and how often since then? It started this past Monday lost about 4,000 through the day. No issue yesterday and today lost about 4,000 again. I was watching my steps be taken away.

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

- Are you missing any other data like calories, floors, etc? Floors are extremely off

- 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? Losing about 4,000 could be more. I know my routines pretty well in when I should hit my goal

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

[Zhenzi]

My Fitbit app is dropping my steps when I sync, what seems to be the problem. 

[richard897]

Has this been proven to be a Fitbit widespread issue for this model as yet? I have tried speaking with multiple assistants and have factory reset my Versa 2 both ways and am still having the same issue everyone else in the thread is.