Versa loses active minutes

[mattdd]

This morning I walked 20 minutes and my Versa did not record them. I was having some syncing issues.  Just now it's syncing fine and I walked 18 minutes. Saw the 18 minutes under Activity minutes. It synced and immediately went back to 0 minutes.  Any ideas what the issue is? Very frustrating.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@mattdd, it's great to see you in our Fitbit Community. I'm sorry to hear that your Versa is loses the active minutes earned when you sync it. I know how frustrating this is for you.

Please restart your Versa as described in this help article. After this, monitor your watch and see if the issue gets fixed when earning active minutes.

In the meantime, take a look at this help article, which explains how our Fitbit device earns active minutes.

Keep me posted on the outcome.

[mattdd]

I restarted my Versa & my phone several times yesterday but it didn’t help. It was better last night but still lost a few minutes

Sent from my iPhone

[JuanJoFitbit]

@mattdd, I'm sorry for the late response. However, since the issue persists, I'd like you to try one more workaround that has been helpful for this type of issues.

Please try a factory reset. To do so on your device, open the Settings app > About > Factory Reset or Clear User Data. Sync your watch before this in order to avoid losing current data. Finally, monitor your Versa and see if the issue gets fixed.

Let me know how it goes.