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

[Janet65018]

Make/model of the phone you're using Samsung S10e

- OS of the phone 10

- When was the first time this happened and how often since then?started June 8 2 times and June 10 1 time so far

- Is this happening everything you sync or just after opening the app your steps are gone? On June 8 it happened when I opened the app. On June 10 it happened without the app being opened 

- 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? 4000-6000

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

[Shannon00]

Make/model of the phone you're using 

- OS of the phone: iPhone X

- When was the first time this happened and how often since then? Right now, whenever I open the app and it syncs 

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

- Are you missing any other data like calories, floors, etc? Yes, active minutes, miles and calories 

- 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? Drops down to 52 steps 

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

[earldomii]

- Make/model of the phone you're using: Samsung Note 9

- OS of the phone: Android 10 

- When was the first time this happened and how often since then? Monday, and multiple times a day since

- Is this happening everything you sync or just after opening the app your steps are gone? While walking- I saw I had 8.78 miles last night, and next time I looked, it was at 8.1

- Are you missing any other data like calories, floors, etc? Floors resets to 0

- 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 track miles.  Looks like around .5 miles at a time, sometimes more.  Just walked an official mile, and it gave credit for .5

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

[Happyinthesun]

I have been losing steps everyday beginning Monday June 8th. Also, my Versa Lite is NOT tracking my sleep and it is NOT tracking my heart rate and it is NOT recording or asking me to move every hour!!! HELP PLEASE!!!!!!!!

I sync my fitbit many times during the day.

I use the exercise function daily and it seems to be recording my exercise but that's all it's doing. I was contemplating going to Premium but no way now!!!! Please Fitbit fix these challenges for us!

[SunsetRunner]

This issue just started today. My Versa is fine, the app is only syncing partial steps. I'm down over 4,000 steps in the last 2 days! I've restarted my tracker, uninstalled & reinstalled. My Versa is up to date on updates and my phone is on the list as acceptable. My husband has the same Versa & phone, no issues. What gives?

[MRK87]

I just got off the phone with support for the 3rd time in 2 days.  Still no ETA and their engineers are working on it.  But apparently the devices are tracking our steps on their servers and we will supposedly get our steps back when the software issues is resolved.  The rep was able to tell me how many steps I have for today and it was well above what my device was currently showing.  Still, this is completely frustrating and utter bull$&*T

[parrotthead]

Same! I went from 13k to 40 lol. I know I did the steps, but I need validation!

[Rfuchs]

for me it was even worse, had one total unprofessional guy asking me to upgrade phone and update app. even i told him i have android and iphone and whenever i sync i lose the steps. he never confirmed to me that the steps are recorded on theyre side. he said upgrade ios then if you still have issue call me on this ticket number back... told him it is across platforms nothing to do with software update or ios, since android i had was on the latest release and fitbit app as well... anyway he just stopped the chat and said i shall revert if i still have issues..... disaster service

[Thebigkahunna33]

So am I! My app and watch have about a 500 step discrepancy. Been like this 2 Days now. Tried uninstalling and reinstalling everything

[Lois_h]

This has been going on for 2 days now for me. When I first noticed I would sync up every 10 steps or so just to see what would happen and it lost steps each and every time I went to sync. Obviously this is a major problem and needs to be fixed immediately. I thought it was my device (a year old) and bought a new one and it happened on it as well so I took the new one back. Today I am getting the Today icon every 5 to 30 minutes show up on my Versa and no idea why.

[Er10]

It has been happening for the past week or so for me. I sync at minimum once a day. After it syncs, it deletes steps from both the watch and the app (same step count). I’ve reinstalled the app multiple times. Reset the watch multiple times. Logged off. Updated my phone.  Finally factory reset the watch and deleted the app today ... happened again. 

[Duskii]

Hi MarreFitbit

please find answers as follows: -

- Make/model of the phone you're using [Huawei P20 Pro]

- OS of the phone [Android]

- When was the first time this happened and how often since then? [I only
start noticing this on Mon, 8th Jun. it has been happening everyday since
Monday. Everyday, my steps are being reduced. I told pics of the device
and when I sync, the steps dropped and the steps on my Versa 2 was also
overwritten.]

- Is this happening everything you sync or just after opening the app your
steps are gone? [everytime when I sync, the steps are being altered, it
just keep drop on and off]

- Are you missing any other data like calories, floors, etc? [Yes, I
didn't take note of the exact numbers as the numbers changes too fast, I
can only take note of the 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? [there's no fixed number of steps lost, it loses from 1000 steps
to 6000 steps. It just drops.]

- What's the Fitbit device you're using? [Fitbit Versa 2]

Regards
Pauline

[Duskii]

- Make/model of the phone you're using  [Huawei P20 Pro]

- OS of the phone  [Android]

- When was the first time this happened and how often since then?   [I only start noticing this on Mon, 8th Jun.  it has been happening everyday since Monday.  Everyday, my steps are being reduced.  I told pics of the device and when I sync, the steps dropped and the steps on my Versa 2 was also overwritten.]

- Is this happening everything you sync or just after opening the app your steps are gone?  [everytime when I sync, the steps are being altered, it just keep drop on and off]

- Are you missing any other data like calories, floors, etc?  [Yes, I didn't take note of the exact numbers as the numbers changes too fast, I can only take note of the 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?  [there's no fixed number of steps lost, it loses from 1000 steps to 6000 steps.  It just drops.]

- What's the Fitbit device you're using?  [Fitbit Versa 2]

[schnltn1]

This has happened to me several times this week.  Steps are gone from watch and app. HELP!

[Marisatough91]

- Make/model of the phone you're using

iphone Xs max 

- OS of the phone 

13.4.1

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

monday 8th June 2020 and all the time 

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

nearly every time I open the app

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

yes

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

yes 

- How many steps do you frequently lose?

around 1k
Have you noticed is a similar amount?

yes 

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

versa lite 

[MATT769]

I have been losing steps on my versa 2 since 6/08/20.  I get paid at my work my the mile so this is frustrating. 

This literally has nothing to do with the phone.  when I watched my watch literally deduct 10k steps my phone at that time was off.  when I turned my phone back on it synced to the watch and matched what the watch showed. 

Samsung note 9

happens at least once per hour

have not noticed any other data missng

time matches

lost steps are random

versa 2

HELP ASAP

[Bear109]

Make/model of the phone you're using: iPhone 8

OS of the phone : iPhone

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

Started noticing this on Mon, 8th Jun and happened everyday since! Everyday, my steps are being reduced at various points

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

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

- 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?  there's no fixed number of steps lost. I can have around 5000 steps then look again and it done to 770 steps 🤷🏻‍:female_sign: I had 15,762 the other day, I looked again and down to 1123!!!   

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

[Clara1980]

Hi for the past 2 days my versa has been losing steps I sync regularly and now it has stop tracking my sleep me and a colleague have been playing fitbit bingo so I know I'm checking and syncing every 20 minutes 

[Clara1980]

Make/model of the phone you're using: Huawei p20

OS of the phone : android 

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

Started noticing this on Wed 10th Jun and happened everyday since! Everyday, my steps are being reduced at various points

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

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

- 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?  there's no fixed number of steps lost. I can have around 5000 steps then look again and it done to 770 steps  I had 289 the other day, I looked again and down to 147

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

[devonjames]

This is my second day losing all of my steps. The first day it reset twice, the first time I was up to 12,000 and it set me back to 144 and then I reached another 3,000 and it did the same thing. Both today and yesterday I have have reached my exercise goals and I sync my phone 1-2 times a day. My steps reset in the app and on my watch but my achievements/gps tracks are not gone.