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

[t.parker]

@krob65 when you cycling, the steps are just side effects of bumpy ride. These are not really steps as cycling isn't step-based activity. Other brands tend to disable step counting for such activities, Fitbit for some reason continues detecting steps. The number of steps will depend on how bumpy your ride is. The "floors" depend on the air pressure and uses internal baro sensor (not sure why Fotbit counts floors for bike ride, but it's Fitbit). The barometer may be affected by various conditions. If you wear any clothes covering the watch, or you obstructing somehow the sensor (I don't know where the sensor is on the Sense but probably it's possible to obstruct it) then the readings will not be accurate. The point is that both steps and floors are just side effects that intentionally obtained readings when you are cycling.

[krob65]

@t.parker Thank you.  What I find odd is that my husband's Sense only logged 6 floors.  Nothing blocking the sensors.  No need for long sleeves in Florida. LOL!

[LizzyFitbit]

Hi everyone. It's nice to see you here and welcome to our new members.

Thanks for your continued reports about this situation, as well for your efforts in getting your Sense to work correctly. While some of you are familiar on how our Fitbit devices register your data, please take the conditions described in my previous post into consideration. If the issue persists, try restarting your Sense to correct any misbehavior and make sure to wear it correctly on your wrist.

Please keep me posted with the outcome.

[JordanKSC]

I have done all recommendations currently made. And it still counts them.
This morning I woke up with 7 floors having registered. And 32 before I
even left the house.

[Deepvalley]

This I have done a factory reset and I wear them properly on the wrist yet are still too many floors 😞

[LizzyFitbit]

Hi @JordanKSC and @Deepvalley. It's good to see you around the forums.

@JordanKSC, thanks for following the suggestions share in this thread. I've gone ahead and requested a case on your behalf so you can receive further assistance from our Support team. 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.

@Deepvalley, I appreciate the time taken while troubleshooting your watch. Because you already have a case created, I've forwarded your posts so our team can look into your details and continue helping you with this matter. They'll get in touch with you via email.

See you around.

[JordanKSC]

Thank you Lizzy

[rwilson254]

This problem has plagued me as well . Tracked floors fine the first month but has totally gone off the rails in counting floors. My watch has me clocking 60-100 floors everyday when I only average 5 at best. I tried all suggestions the moderator recommended. I called customer service asking them to honor my warranty and repair or get my watch replaced and all they said was that they would refer me to higher level of support and they would email me back . That was over 2 weeks ago and I still haven't heard back . As much as I like the Fitbit community, sadly this will be my last Fitbit product as the quality of this product and customer service lack of commitment to their loyal customers have greatly discouraged me.

[Deepvalley]

thank you for your feedback, yes I'm just also a passionate Fitbit user and hang very much on the fitbit had previously an ionic this was me schluss finally also no longer replaced have only a gutscheinbekommen in the amount of the purchase price and then bought me the sense and now the problem with the floors. would be the floor count also in the zone minutes same wrong I would win every Fitbit Bingo 😉 . earlier I was so even a MicrosoftBand 2 user and have the fittnestracker loved until it geheissen this is taken from the market take a Fitbit 😞 maybe it's the same technicians from then fitbit now slowly gets the same character as then pity. nothing of the do despite I have to move with and without tracker so now I leave the office chair and walk a few steps dear fitbitys

[DocHammer]

I haven't taken any stairs in weeks, but I'm at 18 floors so far today, 52 yesterday, 27 the day before, and so on.  Something is seriously off.

[SFN]

Same problem here.  My home and work are single level, but I have "earned" two badges for amazing floor counts in the last couple of weeks due to this issue.  For me, all I can figure is that it seems to be counting overhead arm movements as "floors" climbed, so I am racking up huge floor counts on workout days when doing overhead presses and lat pull downs.  Ridiculous. 

[Nyril]

@Livia148 

This is just from experience with even the charge hr/2/3, but. Often I find that the hole on the watch for tracking change in pressure gets dirty. If you can locate and clean it it might help. The other issue is during the winter, outside pressure can fluxate a lot and of you went for a short walk might spike some stairs. I walked once and got 50 flights. And if I look im barly a few feet difference in the whole block. 

Worth a short. Another thing. Short/soft reset of the watch. Could be a calibration issue. 

Just some ideas as I know how crummy it is when ur stats get screwed. 

Good luck. 

[LizzyFitbit]

Hi @JordanKSC, @rwilson254 and @Deepvalley. Welcome back to the forums.

@JordanKSC, you're welcome and thanks for your patience. Please keep an open communication with our team so you can receive further assistance.

@rwilson254, I understand where you're coming from and I'm sorry for the inconvenience that you've had. This isn't the experience that we want you to have and please know that your feedback won't go unnoticed. I was going to forward your post to our Support team but I was told that you created a new case and they'll provide you with further assistance.

@Deepvalley, I apologize for the experience you've had. I've been informed that your case is under review and soon our team will get in touch with you. Your feedback and patience are truly appreciated, and be sure that your case is on good hands.

See you around.

[JordanKSC]

I am waiting to actually hear from them. I got an email saying someone
would reach out soon.

[Deepvalley]

@LizzyFitbit 

okay I also wait until I hear something I hope soon. see you Kurt

[Mannbrad]

Go to settings and scroll all the way down

[hollyann777]

I got a new Sense for Christmas, and it was working perfectly until yesterday when it told me I had climbed 294 flights of stairs in one day. This morning it counted 7 before I even woke up. I tried restarting it and re-syncing it to my phone, but it's still not tracking properly. 

[WilsonFitbit]

Hello @RivkieG0204 It's great to see you around! @Guy_ Thanks for the input! 

@RivkieG0204 Your device registers 1 floor when you climb about 10 feet or 3 meters. Your device uses changes in barometric pressure combined with the steps you take to calculate floors climbed. Fitbit devices don’t count floors on stationary exercise equipment, such as a StairMaster or treadmill, or when you go down a flight of steps.

Your device is designed to detect pressure changes based on elevation gain, but other types of pressure changes such as a gust of wind, a weather change, or opening a door, atmospheric pressure can occasionally cause your device to register extra floors. To confirm this information, I recommend visiting the link below: How accurate are Fitbit devices?

Other causes that will make your Sense to track extra floors could be, if it's exposed to excess moisture, while driving, on an elevator, or in an escalator.

Keep me posted if you have any questions. 

[Whojr13]

Currently went up 3 flights of stairs today it shows 39 flights of stairs. Everyday it’s showing over 100 flights when I know it’s closer to 10-20. What is causing this and how can I fix?  Any help would be greatly appreciated. 

[Heather-S]

@Whojr13 There's no way to correct this, I'm afraid.  Fitbits with floor tracking capabilities use a barometer and things like wind and air pressure can greatly affect the flights that show up on the device.  My Charge 4 would greatly overcount floors as well.  Here is the explanation from this help article.