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

[R.M]

There was an irony, because walking on the same road together on the same road(Nordic walking), my fiancé’s white Fitbit Sense counted significantly more floors or didn’t show the right ones at all or showed too little. For two years, the same two watch models from other companies didn’t show such nonsense every day, so no need to tell me how it works, because for some reason my black Fitbit Sense showed normal and only occasionally showed nonsense and all this is mentioned to the support team on Fitbit Twitter.

[MichaelNYC]

Lizzy the wrong floor count I assume messes up the calories used, which is importantto me.

Maybe you guys can figure out a simple way for the user to adjust the count? I saw the links on how to do it - record Driving as an activity for the same time. That's not cool, it adds floors many times, we should have an easy way to adjust the floors number! Untill you straighten out the whole issue.

[Rich_Laue]

Hi @MichaelNYC as mentioned several times above. Floor count is only displayed for the user. It is not used in any other calculations, especially calories. Never has and never will be, floor count is simply to unreliable... 

With the current issue, the problem seems to be in the latest firmware. 

[MichaelNYC]

Thank you @Rich_Laue !

[corrinamelanie]

Since the 27th February my sense has started recording way too many stairs and I’m constantly having to pair my sense controls. I’ve earned a badge for climbing 125 flights of stairs! With my asthma I’d be over the moon if I achieved that in one day! I’ve had high stair counts everyday since. I’ve been teaching all day today and haven’t climbed any stairs as we don’t have any in the classroom, yet I’ve managed 59 flights of stairs! I’m also getting fed up of having to constantly pair my sense controls. I’ve had to do this numerous times in the last few weeks. I have read these problems from other community members and have already followed all the advise given using my own common sense. There is clearly a problem and if it isn’t rectified, unfortunately I think I will have to return my sense under the guarantee as a faulty product. I’ve only had the Sense since Christmas 2020 and was looking forward to the features it offered. I’m starting to think I should have stuck with my Versa which was less than a year old and working fine.

[abbeyh1208]

This same thing has happened to me as well. Following this post. 

[Downisup]

I found the accuracy of the stairs depends on which watch face I use.  So far, any other face than the default doesn’t count my stairs accurately.  I learned to change it depending on whether it is bed time or not for the most accurate results.  It is a pain to have to do this and maybe someday they will resolve it but who knows. In the meantime I have one week left before I return it so I checking out all the features to know what is the next best product to buy.  

[teknoroker]

My biggest concern is if the floors data is off, what other data is off. The new Sense is a beautiful watch, I have to give the credit there, but it's full of flaws. There are articles about recalls because the EKG is off as well. You can't advertise a "smartwatch" having all these features and charge so much, especially when they don't work. With a real smartwatch like Samsung, you can also store music, talk or send texts, etc. This watch has 1/2 the features a real smartwatch does and the apps aren't that great.

I filed a return and they said I was liable for the return shipping. I don't think customers are responsible for the return shipping when the watch doesn't do what it's supposed to. Customer service doesn't do anything, you are correct.

Moderator edit: content 

[Johann60]

Fitbit when are you going to fix this floor counting problem?

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We are in this situation a lot, we are waiting for Fitbit to fix the problem quickly !!

[BlazeFS]

Many people are reporting this issue, including me. Here is another thread on it. Supposedly the next firmware update should fix it, but when I contacted FitBit, they said they were monitoring the issue.

[Lisaleebeeloo]

Me too.

Wonder if it's an update thing?

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I've done your fixes, but no change. 55 floors climbed today.... 

2 in reality...

[Rich_Laue]

@Lisaleebeeloo the only suggestion that might help is a shutdown or cleaning the hole. But as you say, this started with the latest firmware and probably needs to be fixed with the next firmware release 

[BlazeFS]

@Downisup , I'm going to test that. Hopefully that's the case. The default isn't a bad watch face and I'd rather get more accurate stairs than use other watch faces.

[Downisup]

Let me know how it turns out. 

[Peejay84]

Which clock face is the default one?

[LizzyFitbit]

Hi everyone.

I appreciate your continued feedback about the Sense not tracking floors accurately. I understand how this is affecting your overall data and I'm sorry for the frustration this has caused. Fitbit is aware of this situation and while they may not be able to provide a fix in the immediate future, we'll keep them informed of the impact to all our members. Your patience is appreciated and I'll update this thread once I have more details.

[BlazeFS]

@Peejay84 , @Downisup 

This is the default clock face. However, I'm not getting fewer stairs using it. 😕 With my measly 1300 steps on a single floor so far today, I already have 12 stairs.

[MikaelHagen]

Dont really see why clock face would affect floor count either. Tried it for a few hours and got a lot  of floors (>10) even though was on the same floor

[BethRK]

I am glad they are aware of it. It was working just fine for months and then just went bonkers (175 floors in a day!?!). I hope they can come up with a fix for it.

[Rich_Laue]

@BethRK it did not just simply went bonkers, but it started with the installation of the latest firmware.