Sense doesn’t count steps or floors

[djJannet]

I’ve had my Sense for a few weeks and it doesn’t count the steps, or stairs, on the days I’m very active.  It’s frustrating, I’d really like to be able to shove this info in my doctor’s face and now it’s all just okay.  Any suggestions?  I have tightened the band, that didn’t change anything.  

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @djJannet. Welcome to the Community Forums.

Thanks for the details provided and for trying to tight the band. I'm sorry your steps and floors aren't counted correctly and to work on this, may I know if this happens when doing a specific activity? Or does it happen during your daily activities?

In the meantime, let me recommend the following steps:

1. Restart your Sense to refresh its performance.
2. Adjust the stride length in the Fitbit app.
3. Make sure the wrist setting is correct. See this help article for more details.
4. Open the Fitbit app and pull down on the screen to force a manual sync.
5. Wear your watch as you normally do and monitor its behavior in the next days.

Hope this helps.

[Guy_]

Where does it not show counting steps or floors?

If its on the watch itself can you verify that by going to the Today app, swipe left till you find it, see if the information is showing. If it shows there correctly it could be the clock face you are using which has a fault.

If its in the Fitbit App are you sure its syncing properly? If yes, it may be an App glitch and clearing the cache and doing a force stop of the App might clear it.