Hello there @vanessabobby, welcome to the Community Forums. Thanks for trying to troubleshoot this issue before reaching out.
Please know Fitbit devices that count floors have an altimeter sensor that detects when you go up in elevation. Your device registers 1 floor when you climb about 10 feet or 3 meters. Your device uses changes in barometric pressure combined with the steps you take to calculate floors climbed. Fitbit devices don’t count floors on stationary exercise equipment, such as a StairMaster or treadmill, or when you go down a flight of steps.
10 feet is an average between residential and commercial floor heights. If the floors you're climbing are shorter than 10 feet, you may find that the Fitbit tracker's floor count doesn't exactly match how many floors you've gone up. For example, if you climb 3 floors that are 8 feet tall (for a total gain of 24 feet), then the Fitbit tracker might only tell you 2 floors because it assumes that each floor is 10 feet tall.
Make sure your not holding onto the handrail with your Fitbit arm. If the tracker doesn't see that your walking, no stairs will be rewarded.
With the above being said, keep in mind that it tracks floors by measuring changes in air pressure through a small hole in the back of the Versa. If this hole becomes blocked then it can cause this problem. So, please try cleaning it with by following these steps: How do I clean my Fitbit device?
Don't forget that Fitbit devices that count floors have a small hole (altimeter sensor) on the back of the device so please don’t insert any items, such as paper clips, into this hole as you can damage your device.
I'll be around if you have any further questions.
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