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Sense 2 walking distance

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I have had lots of issues with my sense 2, have had the pebble replaced twice and a whole new watch sent out but it still does not track my distance when walking. For example, I walked for 90 minutes today and it claims I have walked 0.01km and it has been like this for months. My sisters is exactly the same. I have chatted with fitbit and ultimately they refuse to help. Asking me to reset and factory reset and manually input my stride. Every time I reset I get a large red X on the screen, some people I've chatted to say this is normal, some say it is a fault. There is no consistency between the fitbit employees other than they don't want to help

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