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

[Noof91]

I have been having the same issue since the new year, had sense since it launched, yesterday I didn't even leave my one floor apartment and it registered 45!

I have had many other fitbit in the past and this has never happened. Ya sometimes they were off by one or two but not registering stairs when I'm sleeping or just walking around the house 

The sense itself didn't do that until recently 

[Whojr13]

Interesting you say that cause the first few months were right on but last month or so is when it started happening.  Super frustrating cause it makes me wonder what else is off on the watch. 

[TomasD76]

Same here, was fine since the Sense launch last year, this year - way off!! 

I get 50 so floors each day! 

It needs to be addressed by Fitbit! 

[chelseabelle]

My floors count went from totally correct to having many extra floors starting on January 12th and every day since 😕

[SunsetRunner]

My Fitbit sense is recording a bonkers amount of floors a day for the past few weeks. It’s often over 200 when I probably do 20-30 on a normal day. I bought the Sense to record my runs due to the inbuilt GPS. The altitude gained recording is now totally useless!! My versa 2 never had this problem. Can this be fixed? If not I’m going to get a Garmin! 

[Rich_Laue]

Hi @SunsetRunner altitude during a run is recorded with the GPS. You can see this when looking at the map of the run through a web browser. 

Your floor count from the barometer is not used for any calculations, but only displayed on the app and tracker. 

Are these extra stairs showing during the time if the run? 

One thing you could try is a shutdown of the Sense. Then turn on by holding in the button, this is the best way to reset the hardware. 

[krob65]

A "gust of wind"?  My husband and I were riding again today on flat, paved trail.  I wear my watch as tight as I possibly can with no obstructions.  He registered 6 floors, I registered 25.  Do I need to return my Sense to Costco?  That is just way off and it happens EVERY time, not occasionally.   But I can walk upstairs in my home and it will count every other floor.

[bobfir]

I returned mine

Moderator edit: removed personal information

[JordanKSC]

I have given up on waiting for Fitbit to reach out. I returned mine and
moved on.

[WilsonFitbit]

Hello @krob65 @bobfir It's great to see you around! 

@bobfir I'm very sorry for the experience you've had. On a side note, I've removed your personal information from your last post. 

@krob65 You mentioned you were riding. Were you and your husband driving a car or riding a bike? Take into consideration that driving can add extra floors and these aren't significant when compared to your overall stats. In this case, you can remove these floors from your daily total. For this, manually log the driving activity for the time you were in a vehicle etc. For more information, see How do I add, edit, or delete Fitbit data and activities?

I look forward to your reply. 

[krob65]

@WilsonFitbit Riding a bike.  Not driving.

"My husband and I were riding again today on flat, paved trail.  I wear my watch as tight as I possibly can with no obstructions.  He registered 6 floors, I registered 25.  Do I need to return my Sense to Costco?  That is just way off and it happens EVERY time, not occasionally.   But I can walk upstairs in my home and it will count every other floor."

When I had my Charge 2, I NEVER got extra flights of stairs from driving.  Ever.  This is seriously an issue. More than 20 flights of stairs is definitely significant.

[krob65]

@Jen42024 It's not acceptable.  They release this Sense talking about all of the new, improved things they have and they can't even troubleshoot with anything more than the smartwatch version of "unplug it and plug it back in again".    I never had these issues with my Charge 2 (driving??)   And wearing it loosely during exercise contradicts other information they've given me about making sure it's secure to keep the sensors on my wrist.   If the Samsung Active 2 wasn't such a battery drain and had a better interface with my non-Samsung phone, I'd buy it again in a heartbeat. 

[BlazeFS]

My FitBit started tripling my stair count around Dec 20. I work from home and don't go anywhere. I've had the Sense since it came out and it's been mostly correct until the week of Dec 20. I've restarted my watch and phone multiple times, tried to wait it out (in case it's weather), but it's pretty consistently doubling to tripling my stair count. This morning I've gone up the stairs twice, but I have 5 times in my FitBit. 

The only thing I haven't tried is resetting the Sense to factory default. Should I try that?

[WilsonFitbit]

Hello everyone. @BlazeFS It's great to see you around! 

@krob65 Your feedback regarding our products is very appreciated! It is possible that while biking your device may register extra or more Floors. Take into consideration that atmospheric pressure, a weather change can also affect. For more information, please check: How accurate are Fitbit devices?

@BlazeFS Before performing a factory reset, please note that pressure changes can also cause Fitbit devices to assume you're tracking Floors. These pressure changes can be a gust of wind, (it can be caused by air conditioner) a weather change, or opening a door. If you still require further assistance, the best way is to chat online with our Support Team or give a call. You can click here. Same for you @krob65 

See you around. 

[krob65]

@WilsonFitbit  That's not an acceptable answer.  How would mine be so much more "off" than my husband's?  A difference of 19 floors between his and mine.  Both biking in the same weather and on the same FLAT trail.  I understand that a few floors (like my husband's count of 6) may be possible, but 25??  Ridiculous. 

[JordanKSC]

This thread is on repeat. The Fitbit people keep coming on here to give
excuses for this happening, even though the other fitbits don't do this and
even the Sense I had didn't do it in the beginning, but later started. And
mine was excessive to the point of 75+ floors a day.
All the answers they give are BS, especially for the most expensive Fitbit
ever.

[BlazeFS]

@WilsonFitbit, the step count is consistently off, regardless of the weather. It wasn't a problem before Dec 20. Aside from the fact the temperature is colder outside, nothing has changed in my environment. I totally understand barometric weather changes can throw it off as I have migraines triggered by that. I just wouldn't expect it to be so consistently off. I'll try the factory reset and report back. 

[krob65]

@JordanKSC  It's the equivalent of "unplug it" over and over again, with tech support that's from a script.  My husband works in IT and would basically lose his job for software/hardware with this many issues. Google purchased Fitbit, so we'll see what happens.  

[Ellie71]

Hi,

I agree with @krob65 , my Sense has been counting floors whilst I am sat at my desk, driving my car and walking on the flat and I now have several badges awarded for flights I haven’t climbed. My charge 2 never did this.

The number of people reporting this bug is the tip of the iceberg as there will be many more who are effected but not using this forum. What would be nice to see is some actual customer service and acknowledgement of the problem with a plan from Fitbit on how and when they will fix it . Rather than patronize users by suggesting they’re wearing it incorrectly/opening too many doors/ standing in a draft or under a low pressure weather front or somehow producing too much moisture. This device cost 100s $€£ and should work out of the box no excuses. @krob65  did you call customer services and if so were they helpful?

[Luckyhadary]

Got the same thing! 

Did yours guys changed on DEC 20 or....JAN 20 2021. Mine triple or more stairs after JAN 20.

Maybe because android Fitbit App was updated on Jan 20, 2021.

Just maybe...

Luc