Sense & App steps aren't matching

[Tankerbell3]

My steps on my Fitbit app are a lot more than the steps on my Fitbit Sense. It just started acting up the last few days. I have turned off Bluetooth for 2 minutes, turned it back on. Force stopped app, cleared cache on app. Powered off Sense and phone. Removed sense from app and reconnected it. Uninstalled app, and reinstalled it. If it was just a few steps I could deal with it, but by the end of the day it has grown to over a 4,000 step difference... I had Google Health synced with Google Fit as well, noticed that they had my phone attached as a sensor as well. So I removed that option. Since that didn't work I disconnected Google Health from Fitbit and still nothing has worked. I really don't want to get another device. I'm attached to mine, and I really enjoy the voice reply option. I hate the preset reply options. I want to be able to customize my replies. I really wish this issue can be fixed...

[MaCrisGBFitbit]

Hello @Tankerbell3 ! It’s nice to see you here!

I'm sorry to hear that the steps recorded in your app don't match those indicated by your Sense device. I appreciate all the details you've shared.

Since you have unpaired your phone from the app (Mobile Track) and the issue persists, I suggest you confirm that both your app and your mobile OS are up-to-date.

[Tankerbell3]

Yes they are, I've uninstalled the app and reinstalled the app. I have checked for updates on my sense and it says there isn't one.

[MaCrisGBFitbit]

Hi @Tankerbell3 ! Thank you for your reply. 

It seems you've tried all the available solutions for this type of problem on your own. So, my best advice from here is to contact technical support. They have the most appropriate resources to help you more thoroughly.

[Tankerbell3]

Thank you, if it was just a few steps here and there it wouldn't be a big deal. But right now it's almost 300 off and by the end of the day it grew to a little over 4,000 off.

[Guy_]

Hi @Tankerbell3 - the good news is this discrepancy is unlikely to be a watch problem.

Although the Fitbit servers can adjust steps, for some odd reason, if you manually sync successfully a few times they should match again.

[Tankerbell3]

Crazy enough I believe it was a glitch with my watch clock face app whichever one it's called lol. I took the moon clock face that I installed off and went back to a Fitbit watch face and all of a sudden they matched. I even tried to go back to the face that I enjoyed and it was still off. The app was keeping track correctly, where the old watch face was about 4,000 steps off by the end of the day. That was the last reason I though it could be.

[Guy_]

@Tankerbell3 - yes a faulty watch face could cause a problem but it is difficult to see how, unless there is some built-in adjustment. Well found.

Swiping up on the watch face to see core stats (or using the Today app) should always be the correct reference of steps.

[Tankerbell3]

I found a watch face that I loved with the current phase of the moon, step count, date, and weather. It Was perfect for me but all of a sudden it wasn't anymore. Sucks that it stopped reading correctly. But we can't have it all.

[Guy_]

@Tankerbell3 - your clock face may have had an update. You can always contact the developer.

if you are interested in the moon, try SimpleAstro, it can show moon realtime view and location. First time it will require a quick triple tap to end demo mode.

Although it doesn't have weather included, a swipe up does show extensive weather.

[Tankerbell3]

Spectacular, thank you so much. The one I was using was "Dune's Moon Clock SV3" It gave me steps, moon, weather, date and time, all without having to switch a screen. I'll look into reaching out developer. I really appreciate your advice.