Brand new Sense not counting steps

[SunsetRunner]

i just received my sense today , i got one as a present after my versa 2 was having this exact same issue suddenly three days ago. 

i've already done all the resets and troubleshooting (reset, reset as a new fitbit, disconnected bluetooth and forgot the device to set it up as a brand new one, holding down the button to reset so it sets up as a new fitbit, charging, making sure it was charged, syncing while charged,)  but it's very strange that my versa 2 and my sense are having the exact same issue?

if i raise my arms just a bit or over my head, the fitbit will stop counting steps entirely, even if i lower them it won't count any steps at all going forward. i have to reset the fitbit, and even then it sometimes will, sometimes won't, keep tracking. 

the versa 2 had nothing wrong with it and it was after midnight when it suddenly stopped counting my steps when i raised my arms up during walking, and nothing has worked correctly from then on. 

i just set up the new sense today and ofc tested it for the same issue, and the same issue is happening, when i raise my arms up or above my head or at all it stops counting all steps and is either delayed after i put my arms down (which... is an improvement over not at all i guess?), or it stops working entirely for counting steps and i've had to reset it again and again today. 

both the app and the watch show the same amount of steps, so it's not like one is counting and the other is stopping (which would be acceptable i'd just sync at the end of the day). 

Moderator edit: format. 

[SunsetRunner]

@SunsetRunner - please stop posting: —————-

Why are you doing that? It does not help us help you. This is a community forum. We are simply other users. Since no one seems to have suggestions to resolve your issue, you should contact Fitbit Support where you can get get in touch with a Fitbit employee. 

[AndreaFitbit]

Welcome to the Fitbit Community, @SunsetRunner. I'm sorry to hear about what happened with your Versa 2 and Fitbit Sense  and thank you for letting us know about the steps you have followed to resolve this situation. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

Thank you for your advise @SunsetRunner.

Keep on visiting the forums.