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Sense is losing steps

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‎09-27-2020 07:34 - last edited on ‎09-29-2020 15:18 by Fitbit Moderator

‎09-27-2020 07:34 - last edited on ‎09-29-2020 15:18 by Fitbit Moderator

For the last 2 days in a row my brand new Sense has dropped off around 3k+ steps from my daily total over night. It is my only device on my account now and I have not logged anything manually. What could possibly be causing this?

 

Moderator Edit: Clarified subject

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3 REPLIES 3

‎09-29-2020 15:31

‎09-29-2020 15:31

Hi @tcobrock, welcome on board.

 

Thanks for letting me know that your Sense has been losing steps even though you didn't manually log activities. I'm sorry that you're having this experience and so I can investigate on my end, may I know what activity were you doing when this happened? Was it after syncing? Do you remember if the correct amount of steps was displayed on the Sense and the Fitbit app before dropping? If you've not done so, please restart your watch to refresh its performance and keep an eye on its behavior.

 

I'll look forward to your reply.

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‎08-28-2021 21:36

‎08-28-2021 21:36

my sense was tracking distance equal to what the treadmill said than around the end of spring this yr it began dropping about 1.5 to 2 miles.  i rebooted watch, logged off app and back on than decided the watch was defective so got new sense problem persist now i just manual log the difference but this should not be happening (also have only one fitbit device on app) no other exercise apps and turned off fitbit track

 

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‎08-30-2021 18:37 - last edited on ‎05-31-2024 08:31 by Fitbit Moderator

In response to geier13

‎08-30-2021 18:37 - last edited on ‎05-31-2024 08:31 by Fitbit Moderator

Hi @geier13. Welcome back to the forums.

Thanks for letting me know about your Sense, and for the steps tried prior to posting. I'm sorry you're having this experience and to look into this situation, do you recall to have MobileTrack setup in your Fitbit account? This feature records basic stats using your phone's sensors if you don't have a Fitbit device available. If there was a fan or anything buzzing nearby, or if your phone was vibrating during that time, that could have affected your overall data, even with a replacement device.

If this doesn't apply to you, or if the issue persists after removing this feature, my best advice is to get in touch with our Support team so they can investigate what may be occurring and see what can be done to bring you back on track. Please click here to get connected with them via chat or phone, and make sure to let them know what steps you've exhausted so they can proceed from there.

Best Answer