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Versa not syncing challenge steps and active minutes

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‎01-22-2020 07:42 - last edited on ‎01-29-2020 18:08 by Fitbit Moderator

‎01-22-2020 07:42 - last edited on ‎01-29-2020 18:08 by Fitbit Moderator

My steps are tracking actively in both the app and my tracker (and the online dashboard). However, I'm in a workweek hustle challenge and should have 7,073 (Monday) + 11,095 (Tuesday) + 635 (Wednesday so far) + a few from Sunday night (because I am in a different time zone, so it started at 9 pm my time) but it's only showing 15,217.

 

This is not a time zone issue as I've mentioned; I should have more steps because of the time zone difference, not less.

 

I also got 9 active hours yesterday, which is showing on my tracker, but not on the app (the app shows 8).

 

Lastly, I did a workout last night that got me to 2/5 days of exercise and is classified as an "aerobic workout" for 17 minutes, but I didn't get any active minutes for it. I'm pretty sure you need to have active minutes for it to classify as a workout, right?

 

Everything else seems to be working correctly. Yes, I have live data ("always connected" is what it's called in the app for me). Yes, I've restarted my tracker, phone, and app multiple times. I've logged out and back in too.

 

Moderator edit: updated subject for clarity

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‎01-29-2020 19:09

‎01-29-2020 19:09

Hi @mattieroush. Welcome to the forums. I'm sorry for the delayed response.

 

Thanks for sharing detailed information about the issues you've experienced, as well for the steps tried on your own. Let me help you with each of your inquiries. As you've verified there are some factors that may affect the step count. Since those don't apply to you, I went to review your details and I was informed that our team is aware that some of our members are having issues with their steps not matching with the challenges. They're working hard on this situation to bring a solution as soon as possible and while there isn't a time frame, let me recommend to keep your watch and the Fitbit app updated.

 

About the hourly activity, let me share that our team recently released a new update for the Fitbit app, so please make sure to have downloaded it. Them sync your watch and let me know if this tile is able to update and match your watch's information.

 

In regards to your other question, your watch will indeed award you with active minutes for your exercise based on the intensity and the heart rate data. Currently we don't have a way to recover data that wasn't logged in your account, but given that you perform a restart to correct any misbehavior, I'd recommend to monitor your watch on the next days. Additionally, make sure your watch is tracking heart rate data correctly as well to wear it snug on your wrist.

 

I'll be around, keep me posted.

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