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

[devonjames]

Also, my sleep hasn’t been tracked for the last week either. Which I find really concerning. 

[lady82]

I am losing steps, tried all methods, uninstall, reinstall, reset, reboot, nothing works. I also checked and make sure No activity logged. 

I confirmed it is the app update problem because I try to change to another phone, the same problem again 

4.55pm - Versa shows 10'000 steps

5.05pm - Sync

5.11pm - Versa become 507 steps. Lost 9500 steps 😞

 

 

[MarreFitbit · Accepted solution]

Fitbit Update: 6/15

Just wanted to let you know that this issue should be now solved. If you continue losing steps when syncing or just by opening the Fitbit app, please try logging out and logging back in. Also, be sure to keep your Fitbit device and app up-to-date.

Thanks for your help and understanding.

Fitbit Update: 6/9

Hi everyone! 

Thanks for letting us know about this issue and for all the information you've provided as requested. We’re currently working to resolve it and hope to have it fixed in the next few days. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution. 

Important: The steps or any other data that was lost during this time of the ongoing issue, will not return. 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're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.

[irongrl]

- Make/model of the phone you're using 

iPhone 8 Plus

- OS of the phone 

iOS 13.5.1

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

6/9 was the first day. It also happened 6/10

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

It seems to be happening after a sync, but not sure

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

Steps, calories, exercise minutes are missing. It seems to be keeping 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?

6/9 I lost around 6,000; 6/10 I lost over 10,000

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

Charge 3

[jimcarton]

This has been happening to me all this week. Is there a solution.

[MRK87]

Marre,

Can you confirm that our steps are not lost and when the software issue is resolved we will regain our missing steps?  Thanks

[sclay]

Every time I sync I loss steps from by versa...thousands at a time. It has happened 17 times in the last few days

[Versa357]

Today mine is dropping to 3600 steps every 15 minutes. It doesn't matter how many steps I get in that 15 minutes it is dropping back to 3600 I can't get it to go up after the 15 minutes drops it back down. This is so annoying come on fitbit fix it already.

[SarahM376]

I've updated app and fitbit. This has not solved the issued. It has happened again today. Extremely frustrating, do you have a timeline for a solution??

[AAB1981]

I have been having lots of issues since i switched to versa.  It is very frustrating. 

[Brieana.lyn]

So we have an ETA when this will be resolved? I had no problems with my Charge 2. If this is going to be a continuous problem with the Versa 2, I'd like to consider exchanging mine.

[SunsetRunner]

For at least a week, this Versa has been ripping me off of over 3000 steps everyday. I work 3rd shift, so I go to bed in the morning with well over 10,000 steps. Wake up to sync my sleep and BOOM - 3000 steps GONE. It’s almost like you can definitely tell Google is running things now. FitBit now works just like everything else Google. Time to go to Apple iWatch!

Moderator Edit: wording

[earldomii]

I had a great thought.  Turn off syncing!  It seems that there is no more option to turn the syncing off (except keeping the phone off all day, or disconnecting the fitbit from the phone. I'm frustrated, but things happen.  It's hardware and software, both are hardly perfect.  They'll fix it, but still annoying. 

[Jhannah]

I have been losing thousands of steps daily! I am so frustrated. I had 10,000 steps by 1 pm today and it rolled back to 260 steps!

Sent from my iPhone

[SunsetRunner]

I've called them twice today alone.

My Fitbit died two days ago, I charged it, it worked for a few hours, but would only count my steps up to 13 or 16 and then stop.  When it died again last night all of the charging in the world will not turn it on.

When I called the first time this morning (9am; 6/11/2020) they said that they were aware of the bug and their team was fixing it, but until then it may be a battery problem. It's not, but I tried the instructions for a battery drain anyway because I didn't see the harm in trying.

After three hours of charging it still would turn on, I called them for the second time today (12pm; 6/11/2020), tried to hold down all three buttons at once and it still won't turn on. Now they're saying that because I'm 137 days out of my warranty they can give me 25% off, but can't help me further.

I've been a loyal customer for 5 years, since the original Charge and Charge HR were available, but now I can't get help because of a screwup they made? Even if they were to fix the bug in the next update how would I be able to update my Versa if I can't even get it to turn on?

[Versa357]

Why is this post listed as its been answered? We have gotten no answers and it is still an issue. I'm losing steps every 15 minutes I can't even get to my daily goal because of it.

[AAB1981]

I went from versa 2 to versa lite and im having the same issues. It's
really expensive for a Fitbit that doesn't do anything a Fitbit is supposed
to...

[Noafy]

Good bye Fitbit - Welcome Apple Watch. No losses in steps and awesome customer support. After one week of letting your customers sitting in the dark with no solution to this issue affecting so many, its time to act and move forward now. Sadly and disappointing engagement of Fitbit. that's all to say at last.

(Curious about when this post will be deleted by the moderators)

 

[Happyinthesun]

I was not given an ETA for a fix. Sent from my Bell Samsung device over Canada's largest network.

[calgrl70]

I feel much the same., I’m using mine as a wristwatch right now., Totally aggravating,.

Moderator Edit: Personal info removed