Sense is counting too many floors

[Deepvalley]

My new sence dosnt counting the right floors there are too much what can i do. sg Kurt

Moderator Edit: Clarified subject

[WendyB]

Floors have never been accurate.

How Floors how counted

Floors are counted using an altimeter. An altimeter is a sensor that calculates altitude based on atmospheric pressure and atmospheric pressure decreases with increasing elevation, so the it calculates elevation gain based on the reduction in atmospheric pressure. Your trackers register a floor when they detect continuous motion combined with an elevation gain of about 10 feet. Given the fact that 10 feet is an average between residential and commercial floor heights, although commercial floors in particular tend to be higher than residential floors.

It will add floors when it is windy or cold.

[LizzyFitbit]

Hi @Deepvalley. It's good that the community is growing! 

Thanks for sharing that your Sense isn't tracking your floors correctly and let's work on this together. Let me explain that your watch has an altimeter which is a sensor that calculates altitude based on atmospheric pressure to track your floors. However, your watch may give you credit for extra floors while doing everyday tasks such as opening doors, driving, AC, or riding elevators or escalators, or from abrupt weather and atmospheric pressure changes. Exposure to excess moisture can also result in extra floors.

If the conditions described above don't apply to you, restart your Sense to correct any misbehavior, wear it snug on your wrist and monitor its behavior in the next days.

Keep me posted.

[Deepvalley]

hello Lizzy,

the things you mentioned do not apply. i have turned the sence off and on again and the floor misbehaving is still there.

best wishes Kurt

[eastocean1]

Back when Hurricane Sandy passed by just offshore, we spent much of the day exercising,  mostly jogging in place and walking on a treadmill. Imagine my wifes' surprise when the FItbit thought she had gained 110 floors, as the air pressure dropped as the storm approached and rose as the storm passed north.

Moderator Edit: Formatting

[LizzyFitbit]

Hi @Deepvalley, it's good to see you again. @eastocean1, welcome on board and thanks for sharing your insights.

@Deepvalley, thanks for checking the conditions described above, as well for troubleshooting your watch. I've gone ahead and contacted our Support team so they can create a case for you and provide you with further assistance.  Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

@eastocean1, thanks for sharing your insights about the floor tracking. I can imagine your wife's surprise with that amount of floors tracked. I hope she continues enjoying the experience with her Fitbit device and feel free to reply back if you have any question. 😊

See you around.

[Purplepepper]

Hi, I've got same issue, wasn't a problem with the versa but since getting the Sense it is way off!

[VeryShelly]

For the last 8 days my Fitbit Sense has counted way too many flights of stairs. Today it counted 2 flights before I was even out of bed. I feel like this problem may coincide with when I installed the newest update. There has been no other changes to how I use or wear my device. I take it off when I am using water. 

[HSS79]

That don't make any sense (see what I did there) unless you were dreaming of climbing stairs. Seems like new firmware is buggy.

[SunsetRunner]

I'm having the same issue at the moment. Counted 217 floors the other day and as much as I waw very active that day there is no way got that many I work on a single floor ! 

[lennyz116]

Had this same problem with prior Charge and now having the same problem with Sense. I have had days when my Charge had said I had done well over 300 floors when I typically do 10 - 20 per day. My Sense was counting floors accurately for the first few weeks I had it and now is getting worse each week. I am so tired of dealing with customer service for these problems.

[ILookLikeElvis]

Me too. Going by the daily history of steps in the app, it looks like the stair count started getting weird on my Sense around November 30. Maybe the first firmware update?

[LilianeMontreal]

I had my Sense for a week, and each day it counts over 100 stairs. Customer service is very bad. I am returning it, and I will be looking for an Apple watch, or continue with my Versa. I am very disappointed, I wanted a solution, and they offered only senseless advice. 

[Fra.84]

Good morning,
for about ten days, or in any case after the last system update, the problem of overestimating the floors climbed has arisen, with absurd figures, arriving in the evening with 60/80 floors gone up, when in reality I climb up to a maximum of 12.
This problem adds to the problem of inaccurate heartbeat during training (where I have already discussed with assistance without having concrete but ridiculous answers.).
There is no point in listing the various troubleshooting steps, as I've been a fitbit user for many years, and do a device reset every two days.
This device is a real disappointment, the fitness part totally useless with these very inaccurate detections, and at a Smart level it is very good with the almost useless speaker sound.
With a device cost of 330 euros, it is unacceptable that after 2 months no problems have been solved.

[Jen42024]

My Fibit sense all of a sudden started logging excessive floor counts. On Sunday it said I climebed 81 flights of stairs. Its even showing Im climing them in my sleep. I have tried contacting fitbit and was told to to do a factory reset. This did not work. I sent and reply email letting them know this 10 days ago and have also done 3 live chats since them. Just keep getting told they will pass my issue along. Today I received an emial that states. 

Thank you for getting back to us, we appreciate you troubleshooting this issue with us. 

We apologize for the delayed response, as we are currently managing a high volume of customer contacts and doing our best to reach out in a timely manner.

Upon review, we are seeing where your device was last synced today, 14 minutes 10 seconds ago with a total of 10 floors.

Your device uses both an accelerometer and altimeter to track floors, and registers a floor when detecting continuous motion combined with an elevation gain of about 10 feet.

Your device may give you credit for extra floors for a variety of reasons. Devices may track floors while doing everyday tasks such as opening doors, driving, or riding elevators or escalators, or from abrupt weather and atmospheric pressure changes Exposure to excess moisture can also result in extra floors. We recommend that you wear your device loosely during exercise.

If you want to remove floors from your account, see: help.fitbit.com/articles/en_US/Help_article/1306.

*****Note: Please don't insert anything into the altimeter hole on your device.*****

We look forward to seeing you back on track. If you have additional questions about your Fitbit device or services, visit help.fitbit.com.

Sincerely,

Toraine and the Fitbit Team

How is this an acceptable response. Has anyone else had this issuse with the floor count on sense or had this much trouble just trying to get help. 

[Jen42024]

Ignore the typos in my post. I was really frusturated when I posted this. 🙂 

[Dwestman]

I’ve had the same floor counting problem and the same response from Fitbit. I just finished a walk on flat ground and I have 66 flights of stairs. I didn’t have this problem with my Versa. Not happy. 

[Joful122]

I just got my Sense last week and I’m having the opposite problem. Often it doesn’t count floors when I go upstairs, but sometimes does. I can imagine it’s very frustrating not getting help, though! I hope they get on the ball with customer service!

[GeorgeK47]

1)  Yes, my Sense doesn't count floors at all when I go upstairs (14 steps total), stay there awhile, then come back downstairs.  ZERO floors.

But if I jog up the stairs, then down, and repeat many times, well, it decides to count those.  Sometimes.  Sometimes not.

2)  This Sense also sometimes tracks Sleep well, giving all graphs showing REM, deep and light sleep.  Sometimes.  Sometimes not.

3)  Tech Support and Help chat, etc. do not ever say that it's their fault.  It's always my fault for not updating software/firmware, blah blah,

    and always giving me many links to click on to read the blah blah.  Never solving the problems with Sense!

==> So, I've decided to return it to Amazon (have 45 days from purchase date),

        and buy something else, probably Apple Watch series 6 or SE.   Makes "sense" to me!

[Rich_Laue]

If it is of any help @Fra.84 floor counting is not used in any calculations of personal data. It simply is displayed. 

Some causes of extra reported floors are 

Stuck hardware - do a shutdown. 

The barometer hole has dirt in it. 

Walking out of a pressurized building. 

Riding in a car with a window open. 

Approaching storm. 

A windy day with the tracker on the leward side. This is why the back if trucks get so dirty. 

[primortal]

I’m seeing the same issue with my Sense as well.  I think it happened around the last firmware update it got.

I’ll be walking around my house, no stair climbing at all and the floor count will go up for no reason.

The Sense rebooted by itself the other day and it’s still counting wrong.