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Versa steps disappear

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‎06-19-2019 13:01 - last edited on ‎06-20-2019 19:44 by

‎06-19-2019 13:01 - last edited on ‎06-20-2019 19:44 by

Since the beginning of June my steps have been disappearing each day.  I sync my Fitbit with my phone most evenings and it records my steps.  However, I noticed one day when I went back to look at my steps they had all vanished.  It looks like I have taken 0 steps all month!  I want to know if there is a way to have my steps reappear.  I went on several hikes this months and one of them I climbed 302 stairs!  I was super excited to see if that would get me a badge.  I don't want to restart everything if there is anyway to save the steps I took.  Today I had my Fitbit sync with my phone and all my steps for today showed on my phone, then I came back a few minutes later they were all gone.  Back to 0.  I am not inputing any exercises (I read that takes away the steps) or doing anything differently than I have in the past.  Please help. 🙂 

 

 

Moderator edit: subject for clarity

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‎06-20-2019 19:43

‎06-20-2019 19:43

Welcome to the Fitbit Community @Buttercup01.

 

I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with your steps and stairs disappearing each day. Thank you for letting me know that you're not logging any exercises. I recommend confirming that your Versa is really syncing with your phone by tapping on your profile picture > tap your device and you should see the time and date your Versa synced last time. Please follow the steps from this help article in order to sync your device: Why won't my Fitbit device sync?

 

Keep me posted on the outcome!

Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.

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‎06-21-2019 18:29

In response to LiliyaFitbit

‎06-21-2019 18:29

I just synced my Fitbit with my iPad.  It showed all the steps I did.  I closed the app and when I reopened it all my steps were gone for the day.  My account shows that I synced it today, but I data is not saved.  I really would like to be able to retrieve my steps for the month and not have to remove and reinstall my Fitbit.  Please let me know the best way to do this.  Thank you. 

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‎06-21-2019 19:32

In response to Buttercup01

‎06-21-2019 19:32

Hi @Buttercup01, thank you for your reply. 

 

I appreciate your efforts and the additional details. Since the issue persists, I've sent your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

 

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


 

Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.

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