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

[LizzyFitbit]

Hi everyone.

I've moved some posts to this thread so we can keep our team informed. Thanks for the time you've taken in troubleshooting your Sense with the tips suggested here. Our team has been working on this issue with floors not being accurate to identify a solution. I apologize for the inconvenience this has caused you. Please know the feedback shared in this thread hasn't gone unnoticed, and will continue to be shared internally.

I also appreciate you for taking the factors that affect your watch's accuracy into consideration. Please make sure to keep the Fitbit app and your Sense updated to the latest version, and wear your watch snug on your wrist. If by any chance you don't see a pending update, wait until its available for you.

See you around.

[MinisOnTheEdge]

What’s sad about this is the fact that my older fitbits (that work) still counts the stairs accurately. My husband purchased this for me as a gift so I could compete with my workmates and I’m not able too because the stair count makes it appear as if I’m cheating to get my step count up. This Fitbit cost more than I’ve spent on any other Fitbit and it’s the one I’m most dissatisfied with. Personally, I think everyone who owns a sense should be up for a FREE device of our choice. It’s unacceptable to go this long without a fix. It’s a bad reflection on Fitbit (if any of them care).  I’m also concerned because each Versa and my Charge 2 died soon after the daylight savings time happens. For me, that’s this coming week. Once again, there was an update right before daylight savings, and I wonder Will this device die like the others?  I do every single update with hopes that it will be “the fix” needed for my device. I’m disappointed EVERY time. Picture buying a brand new car not being able to use the radio the way it is intended. The radio is there but it only plays static. Would you be happy going almost a year without a radio? That’s how I feel about this Fitbit. It was sold to me all shiny and new broadcasting features that are not working. It’s really sad and disappointing. My husband feels cheated out of having his wife happy with his surprise gift. 

[FatBasdard]

I'm not even going to mention the battery issues. It started from being
perfectly adequate for 7 days, with several features on, to barely getting
onto 5th day with all features off.

[Downisup]

I am sorry you are having to deal with this.  I don’t think there will be a fix anytime soon. I was rather upset about it at first myself.  After hearing the company was purchased by Samsung, I realized Fitbit really doesn’t exist anymore. At least the company I was loyal too. Beautiful peace of non functioning art that really is not design to count floors. With the Sense, the sky is the limit.  

[Donno]

You know, I hope but doubt you read these messages regarding this stair issue that’s been going on for over a year now because there has been no direct response from Fitbit. Personally, I’ve been a happy user and fan for at least 10 years now but this whole thing has turned me off to your product and company. If anything, the stair count is as bad or worse than it’s ever been for me, laughable really, and it has really caused me to question the accuracy of the other features and at my age (71) I need to trust the information you say you provide. If your information is as inaccurate as I think it could be, Fitbit is actually endangering lives. These are serious issues that need to be addressed for our reassurances or warnings as to what is at risk. 

[primortal]

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@FatBasdard wrote:
I'm not even going to mention the battery issues. It started from being
perfectly adequate for 7 days, with several features on, to barely getting
onto 5th day with all features off.

---

Have you tried doing a factory reset?  I had similar issue and after doing a factory reset I got back 6.5 days worth of a charge.

Google purchased Fitbit, not Samsung.  I'm assuming that Google will roll Fitbit and its data into Google Fit as some point.

[FreddyBZ]

I’m doing the same 30min walk almost every day. Usually it shows a floor count between 9 and 14 floors - which is already too wide a range - but yesterday it showed for the same walk 3 floors!

This is my third complaint against the Sense (the other two are about notifications and about SpO2 reading). Nothing seems to be done about either. Is Fitbit trying to convince me to switch to a different brand? This will be a shame. I worked for four years at Fitbit on smart watches and would like to continue using these products, but your customer service requires some significant improvement.

Freddy

[ke0gh]

The latest update hasn’t fixed this issue…..which will be no surprise to most.

It gets worse. Sense is constantly resetting itself whilst connected to Bluetooth since upgrade. I tried to remove and re add to see if that would remedy and now it restarts every time I try to re add. Maybe it’s time to give up. WASTE OF MONEY AND TIME. Do not buy would be my advice.

[down_and_out]

Same experience.  No change to floor count after updating the other day.

And correct: no surprise.

[Bunnbunn]

Stair count for sense is WAY off. I have three stairs to get in my house. That’s it. My stair count for today says 17 so far. What the heck is it counting? Definitely have not gone up 10 feet 17 times today. It’s just as off (or more) all other days.

Moderator Edit: Clarified subject

[Guitarplayer]

Yes, many other people (everybody) have the same issue/fault/bug.

See here

[Court575]

Tuesday morning I walked "255 Floors" according to Fitbit while doing chores and shopping.  Only walked down, then up one real staircase.

[primortal]

---

@LizzyFitbit wrote:

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.

See you around.

---

@LizzyFitbit, seriously this has been an ongoing problem for a year now.  You keep saying you'll update this thread once you have more details and you never do.

You seem to have the time to incorporate new features like:

• Status indicators on your smartwatch let you know when your device’s battery is critically low, the do not disturb or sleep mode setting is on, or your device isn’t connected to your phone
• Use the outdoor exercise mode in the Exercise app to track outdoor activities like kayaking, skiing, and more.

But you can't seem to fix this problem which one of many in a timely manner.  It's inexcusable by any means and as a software/hardware company you should be ashamed of yourselves.

I'm done with this company when it's time for a new smartwatch.

[pmonday]

Sadly, after years and years of having Pebble watches, so many different types of Fitbits, and watching my steps on the Fitbit app since 2015 I've left the Fitbit universe. This problem and lack of engagement from Google / Fitbit made this 'smartwatch' questionable across all of the data. For a company with deep pockets, the response to a clear trust issue in the health space has been sad to watch. Oh well. It was a good run fighting for the underdog but Fitbit is no longer an underdog as a part of Google.

[LPease]

They did an update several months ago that caused my Fitbit Sense to count 50 - 150 steps a day. I got zero help from tech support who just repeatedly said to restart Fitbit and phone. I had already done so four times! Now they came out with an update a few days ago and my NEW Fitbit Sense that was working fine with the stairs except that I got around 3 floors counted for every four I take. Now I’m lucky if I can get one floor a day! I did over 20 yesterday. It counted 3 in the end. I’m angry and tired of spending money so they can wreck it all with the next update…

[NatomCZ]

Since updating to Sense FW 44.128.6.12, I'm seeing a more reasonable count of floors for 2 consecutive days. However, some floor creep is still happening, while staying on the same level. The attached pic shows Sense has counted 3 floors for me already today, while I still haven't left my apartment.

[Ruhann]

Same for me. After the update it is much more reasonable. Bt the end of the my floor count is maybe off by 1 floor. IN the past it used to be off by about 50 floors.

[dlpiecora]

Has anyone figured out how to get ahold of a real support person on these issues

[RobAshMak]

That will never happen

[MyState]

Same problem here. This is really laughable. This seems to be an impossible task for Fitbit.

Today I had 24 floors, only 4 for real. Yesterday 50 floors reported, only 4 in reality.