Versa no longer tracking floors climbed

[gonzalezale1229]

I haven't had a problem as of yet with steps or floors climbed. Yesterday, I did my usual morning routine. I climbed about 5 floors prior to work which is what I usually do in the subway. At work I have a flight of stairs that I use several times a day. I get between 15-17 floors climbed at the end of my work day, including 3 flights of stairs in my apartment building.  For the past 2 days I have had 0 floors climbed. I chatted with tech support who advised me to reboot my Versa which didn't work. I just purchased my Versa so this is really frustrating! Any ideas will be helpful. Thanks. 

Moderator edit: subject for clarity 

[HeydyF]

Hey @gonzalezale1229 I appreciate the time that you have taken to get in touch with our Support team and restart your Versa as they suggested you. If your Versa used to track your floors accurately, means that you have taken into consideration that the altimeter sensor can detect when you're going up or down in elevation and it registers one floor when you climb about 10 feet at one time. It does not register floors when you go down. So, let me suggest you something else, please try to set it up your Versa as a new device by following the instructions below: 

1. From the Fitbit app dashboard, tap or click the Account icon 
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

Wear it for a few days more and let me know how it goes! 

[StacyCrave]

My daily routine has not changed.   I typically climb between 10-40 floors daily.    As of Nov 8th, my versa has registered zero floors everyday.  I have checked to verify my firmware is current.  I have restarted the versa.  Still nothing.    Please advise

[HeydyF]

Hey @StacyCrave, I hope you are doin' great! Please keep in mind that your device uses both an accelerometer and altimeter to track floors, and registers a floor when detecting continuous motion combined with an elevation gain of about 10 feet. Because the device looks for continuous motion, pausing when you go up a flight of stairs can cause the device to not count the floor.

Exposure to excess moisture can also cause result in fewer floors. We recommend that you wear your device worn loosely during exercise.

Give it a try and let me know how it goes!

[RedDread01]

i too have the same problem re stairs with my new Versa Light

[LiliyaFitbit]

A warm welcome to the Community @RedDread01 ! 

Congratulations on your new Versa Lite! I would like to confirm that Versa Lite Edition doesn't track floors. You can check out our comparison page at https://www.fitbit.com/compare, where you can see at a glance the features that each tracker provides.

For more information about Versa Lite Edition, please see this manual. 

Let me know if you have any further questions. Happy stepping! 

[RedDread01]

That's very disappointing whereas my old Charge 2 does. I should have read about teh Versa Light more closely but just assumed it would track floors .It's important to me bc I climb a lot of hills hiking. I am going to sell it and revert back to my Charge 2. Red Dread 01

[LiliyaFitbit]

Hi @RedDread01, thank you for your reply. 

I appreciate your feedback. I understand that tracking floors is important to you due to your activity. I am sorry for any disappointment, as we introduce new products, we occasionally make changes to our product line to keep on track with the most up-to-date health and fitness tracking tools. Fitbit Versa, Ionic and Charge 3 track floors if you're would like to take a look at these devices. 

Thank you for being a Fitbit customer! Feel free to reach out if you have any other questions.

[crbloom54]

I just got a Versa Lite and noticed it did not track floors climbed.  Is it possible to exchange or refund?  I had a Charge 2 before getting the Versa Lite this week.  Thank you.

[LiliyaFitbit]

A warm welcome to the Community @crbloom54!

I am glad to assist you with your inquiry about how to return your new Fitbit Versa Lite since it doesn't track floors. Thank you for letting me know that you had Charge 2 tracker previously.

If you bought your device from fitbit.com, we accept returns for 45 days from the date of purchase. We can also exchange a device for the same model in a different size or color within 45 days. We're unable to exchange devices for a different model. You can read our full return policy on our website by going to http://www.fitbit.com/returns.

If you've purchased from a retailer, you'll need to return your product directly to the retailer, following their return/exchange process. This is generally printed on your receipt, though you can also find it on the retailer's website. Note that we're unable to influence retailer policies.

I appreciate your interest in Fitbit products and encourage you to take a look at our latest models to find a device that’s right for you. Take our quiz on http://www.fitbit.com/compare to see which device meets your needs best.

If you have any questions, feel free to let me know. 

[Marsha.Ward]

I have to say, I am very disappointed!! I guess I should have done more research. Why did I pay more JUST YESTERDAY to replace my old Charge 2 and get fewer things tracked. Very disappointed because now I am stuck with this until it breaks in 1-2 years and I replace it again. Next time I may go for a different company’s product. My husband switched to Garmin. Maybe I should too. 

[MarkMM]

If you paid more JUST YESTERDAY, why are you stuck with it till it breaks? Take it back and get the Versa or Charge 3? Charge 3 should be in a similar price range? Features are posted. Why run to a different company because you didn't check features before you bought?

[LiliyaFitbit]

Welcome to the forums @Marsha.Ward. It's nice to you around @MarkMM. I am sorry for the delayed response. 

@Marsha.Ward I am sorry to hear about your disappointment with your new Fitbit Versa Lite which you bought to replace your Charge 2 tracker. I appreciate your feedback and thank you for being a Fitbit customer. Fitbit has a 45-day return policy, so anything purchased directly from Fitbit can be returned for a refund for any reason within 45 days of shipment. If you've purchased from a retailer, you can return your product directly to the retailer, following their return process. This is generally printed on your receipt, though you can also find it on the retailer's website. Note that we're unable to influence retailer policies. You can read our full return policy on our website by going to http://www.fitbit.com/returns.

@MarkMM thank you for your helpful advice!

Feel free to reach out if you have any other questions.

[Walksmot]

I’m with you RedDread01 I’m very disappointed by the lack of transparency, because I did look to see if I was loosing functionality before I went from my Charge2 to a Versa Lite. More money and less functionality, it’s not worth it. I’ve only worn it for a few days, and have been very disappointed 

[LiliyaFitbit]

Welcome to the Fitbit Community @Walksmot. I am sorry for the delayed response. 

I appreciate your participation in the Forums and sharing your experience with the Fitbit Versa Lite. I understand how you are feeling, your feedback and comments are greatly appreciated. If you feel that this product isn't the right fit for you, I recommend contacting Customer Support if the device was purchased directly from fitbit.com. If you've purchased from a retailer, you'll need to return your product directly to the retailer and follow their return process. 

I'll be around if you need further assistance. 

[Snarkle]

I just got my Versa 2 and it is not tracking floors climbed and I live in a 2 story house so it should count my floors climbed every time i go upstairs which is at least 10 times in a single day. I do not pause, why would i, lol, it's only one flight. Sometimes I run up the stairs, but usually i got at the same pace I would when walking. I know my second floor is more than 10 feet up, so why wouldnt my new versa 2 track that upward climb

[RedDread01]

Same here. Bad design ussue. Iboreferred ny old Fitbit

[Snarkle]

So far it has counted 1. And I dont know if it counted that flight in my sleep or the last time I came up the stairs. I'm tempted to run up and down my stairs to see how many it takes for it to log one. 

[SunsetRunner]

Same with my versa its a nightmare

sometimes it works most of the time it doesn't i even bought a charge 3 it works on stair climbs but the screen is  rubbish in bright light you can't see it. I read a review in a magazine about the charge 4 that's the same 

[RedDread01]

I fixed the visibility issue by switching to auto on teh brightness icon,. The hills and stairs aspect still annoys me..It was stupid to remove this feature