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

[Pablo6970]

This happened to me twice this week - once yesterday and again today. Both times the steps were completely gone or significantly reduced. I have a Versa 2 and I sync it with my iPhone. Is this a software issue? Because it has worked fine up until recently. 

[Missingsummer]

This is happening to me too for the last 3-4 days and it's very frustrating as I've had the Versa for only a week!

- Phone: Samsung S20

- both watch and app affected, tried everything to fix this

- missing also stairs, heart rate, etc

- random number of steps lost, happening several times a day!

- Versa

[Lizzybobs75]

Just tried to sync again went from 12,000 + steps down to 427 this has been going on since Monday seriously Fitbit you need to sort out the problem

Sent from my iPad

[irongrl]

It's happening with my Charge 3 too. 

[InsulinPixie]

Okay I'm sick of this now. I've only had my fitbit for a few weeks and it has been fine until Monday evening when it started deducting steps etc! Now it does it constantly! I sync all day because I send glucose readings to my fitbit from my phone. According to the app I have done just over 500 steps today but my watch is saying nearly 5,000. I've basically spent A LOT of money for a wristwatch because this certainly isn't a fitness tracker any more  This needs fixing now or we need refunds so we can buy something that actually does what it advertises... From a very unsatisfied customer. 😐

[earldomii]

Android app just got updated.  Just says bug fixes.  Hopefully this is the fix we need.

[calgrl70]

Need iOS too

Sent from my iPhone

[Versa357]

To the one that stated just did an update and it said bug fixes and performance improvements. I just check and yes the fitbit app had an update however where it states bug fixes and performance improvements that has been stating that since before we had these issues... the app as long as I have know has stated that. They didn't give any actual information on what was fixed or anything. For them actually being a well known big company I have to say they have given the worst customer service and the least information I've ever experience with a company. Like I've dealt with Verizon, T-Mobile, Dell, Samsung and more and never been this out of the loop before. Usually a company notifies you if they have an issue they state what the issue is and explain what they are doing. Vs Fitbit they only say "give us time." I hope this update truly solves it, but I only bought a fitbit in December because I was eligible for work incentives that I'd get paid if I do so many steps a day sorta thing. But honestly I don't know if its even worth it. There lack of customer service makes me debate if I even want to support their company anymore because I don't feel like they care about their customers.

[earldomii]

I'm heading out for a mile walk.  I'll report back to let you know if the app update fixed the problem.

[Versa357]

I tried calling fitbit again because after update even I didn't get any of my steps back like they said I would when it was fixed that when I called before a gentleman told me I had over 50,000 steps when mine was only showing just over 28,000 three days ago. I got a female I just could not understand with her accent so I apologized and stated I can't understand you is there someone else with less of an accent I can speak to and she stated Im sorry but none of our workers work in the US... I don't know that much about fitbit but can anyone answer a question for me please... Is Fitbit company not in the US no workers in the USA?  Because when I Google it it states fitbit is an American Company with headquarters in California? Why would their customer service tell me no Americans are workers? Please don't take it the wrong way or anything! I'm only curious of why she would state no Americans work as customer service when it is headquartered in California according to Google atleast. Where is their customer service headquarters by phone located then? It just seems to me like she was lying and just didn't seem right to me is all.

[Pablo6970]

Thank you -I had to manually enter the total steps/miles for today. Twice today my Fitbit was tracking steps and then stopped. I was at 10,000
+ steps this morning and then it dropped to 29?? So bizarre. Then it happened again this afternoon.

Sent from my iPhone

[calgrl70]

Not mine

Sent from my iPhone

[earldomii]

The updated app was not the fix!  My mile walk showed 0.2 miles.  We'll have to wait.  

[Versa357]

I tried support chat because I completed the update but I never got my lost steps back like I was told when it was fixed I would. So I asked when will we get our lost steps back because your update did not give us them. Then she verified my info and here was the conversation after. Her ending conversation with "I suggest to stay tuned..." umm what does she mean by that, they give us no info to start with and its not like they have a post anywhere stating the issue and what they've done to fix it or anything? Only thing I can think of to stay tuned is talk with other customers like on here or watching my phone for another update

 

[DonnaB1016]

So I decided to activate Bluetooth and sync In (turned that off on Tuesday). All my steps and exercise came back closed out went back in and today’s steps disappeared but all others stayed. I will try syncing in first thing tomorrow to see if today’s come back. 

really hope they fix this issue. 

[SunsetRunner]

I factory re-set my fitbit, re-installed the app, restarted my fitbit 2 additional times and it seems to have resolved the issue.

Sort of a pain and I lost a lot of steps but at least it is working fine again.

[calgrl70]

Some of my steps are back-today’s- but not the last couple days. Still better, we’ll have to wait and see.

Sent from my iPhone

[Keverett20]

I have had the same issues. I had an Alta for the past few years and NEVER had a syncing issue. Decided it was time to upgrade and got a Charge 3. From the time I first used it, it didn't sync steps properly, didn't track my sleep and was useless. I did the soft and hard resets. Made sure my apps and phone were updated - everything. Still nothing. Customer Service gave me the same runaround - start, restart, unsync/disconnect then reconnect. Should it really be this difficult?? I'm not technically challenged. I know how to work devices. This is not a user error. 

Due to COVID-19 and store delays, I missed my window to return. Dropped more money deciding it was the device and went to get a Versa 2. All seemed well for the first hour or two and then my steps started decreasing! 

This truly is absurd considering this is what Fitbit does - develops trackers. I shouldn't have to try a hard restart every hour to get my device to work properly. My alta is still the best tracker I have owned by them and my experience with these other devices has been less than satisfactory. What's the deal??? 

[bgirl1981]

My Versa 2 seems to be working ok, but my husband's Versa 2 is losing steps, and has been since Monday June 8th.  We bought them at the beginning of May 2020, so we haven't had them very long.  He asked me to send his info in, due to his work schedule.

- Make/model of the phone you're using: Samsung Galaxy 8+

- OS of the phone: Android

- When was the first time this happened and how often since then?: Began Monday June 8th, has been happening everyday since

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

- Are you missing any other data like calories, floors, etc?: He said he is pretty sure he is missing floors, as well as his 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?: Monday he lost about 15,000 steps, Tuesday he thinks he lost about 8,000 steps, Wednesday he said he lost/or it just didn't counted about 8,000 steps

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

[earldomii]

Looks like they fixed the problem.  My last 2 walks were completely saved.  Nothing from the past was retained, but I manually entered most of them.  Hopefully, this won't happen again.