Pace counter is not accurate

[JulianaDandara]

Hello!

I’m so disappointed with my sense. I’ve been using for 1 week and I’ve noticed that PACE and KM isn’t accurate at all. I used to have charge 3 and the experience  was totally different. I want to return the watch back. What can I do? 

[LZeeW]

@JulianaDandara   If you bought your Sense from Fitbit, you can return it for refund under its Terms of Sale policy.  Contact Support for return authorization.  If you bought it from a different vendor, refunds depend on that vendor's policy.

[Rich_Laue]

Before asking about pace, we need to determine if distance I'd accurate 

[SunsetRunner]

Hello @JulianaDandara 

as you wrote both distance and pace are displayed incorrectly. As distance (and therefore pace being just time/distance) is measured via steps multiplied by stride the problem could be in either factors. I tend to believe the stride could have been changed (somehow) when moved from Charge 3 to Sense I would first check it and eventually change it to a proper value. 

You can find Stride Lenght in your Fitbit app (on your smartphone), under account (profile icon on top left) -> Activity & Wellness -> Exercise. If it set in automatic try to set a value manually, it might be that the algorithm didn't make a good estimation.