Hourly activity isn't counting all Sense steps

[Randy148]

I called support about three weeks ago, they said that I would be getting a call back.  Have not gotten anything back.

The issue is that Sense and the App are not counting all the steps.  Have my target set to 250 steps per hour, so 3000 steps per 12 hours.  At the end of the day its telling me that I missed four hours, yet have 5500 steps done for the day.

Example is that it reminds me every ten minutes to the hour that I need to do 250 steps.  So I get up and do those.  Even though for the past hour, I have already done 500 steps.  I do not get credit for those steps.  Just ones that I do after getting the warning.

Is there a way to fix this so I can get credit for all the steps?

Moderator Edit: Clarified subject

[Guy_]

Hi @Randy148 - it seems to be working oddly. Have you tried restarting the watch?

After syncing, the display of steps per hour may take some time to adjust, the summary may not reflect the underlying data if you click on the tile but should sort itself out after a while.

It may be a good time to logout of the app clear the storage cache and force stop it and restart the phone to make sure everything is working properly.

[Randy148]

Hi @Guy_

Have already restarted the watch a couple of times.

Have cleared the cache as I do this monthly.

Have restarted the phone several times as I also update that constantly.

These are the things that the support also suggested.  

Still having the same issues.

[LizzyFitbit]

Welcome to the Community, @Randy148. @Guy_ Thanks for your great help.

@Randy148 Thanks for letting us know about your Sense, as well as trying the steps suggested by our Support team. I'm sorry the issue persists with the Hourly Activity and I've requested a new case on your behalf so our team can review your details, as well as provide you with assistance. They'll get in touch with you via email, please keep an eye on your inbox.

[Randy148]

Thanks for all the suggestions.  But not counting on support getting back to me.

They already let me down with a phone call, so looking forward to being let down by email also.

Finally ended up downloading an app that sounds an alarm every 30 minutes, so keeps me up on it.

This morning, it happened again.  Had a streak going for the past three weeks!!!

[LizzyFitbit]

@Randy148 It's good to see you again.

You're welcome, and thanks for keeping me posted. While I'm glad you found an alternative solution, I understand where you're coming from and appreciate your feedback. We're constantly working to improve our services, and feedback like yours helps us to make that happen.