help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Sense is not tracking steps and floors correctly

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎04-25-2021 12:54 - last edited on ‎05-01-2021 09:45 by Fitbit Moderator

‎04-25-2021 12:54 - last edited on ‎05-01-2021 09:45 by Fitbit Moderator

My sense is not tracking steps, nor flights correctly at all. Giving me probably double actuals. How to fix? Not happy. 

 

 

Moderator edit: subject for clarity

Best Answer
5 REPLIES 5

‎04-25-2021 18:12

‎04-25-2021 18:12

Hi @MoverExec,

 

How long have you had your Sense?  If it's new and just out of the box, it will take up to 24 hours to measure your stride length, which is what your step count is based on.

Kristen | USA Cruising through the Lifestyle Forums

one cruise ship at a time!
Best Answer

‎04-26-2021 09:53

In response to DramaQueenDiva

‎04-26-2021 09:53

Thank you. Have had for over a week.
Best Answer

‎05-01-2021 09:47

In response to MoverExec

‎05-01-2021 09:47

Hello @MoverExec. Welcome to the community forums. @DramaQueenDiva It's nice to see you around and thanks for your input. 

 

@MoverExec I'm sorry for the experience and thank you for the information. I was able to see that you have reached out to our Support Team and they have provided information and assistance. Since you have received assistance from them, I recommend updating your case or contact them one more time if you still have additional questions or if you require further assistance. 

 

See you around. 

Wilson M. | Community Moderator, Fitbit.
Best Answer
0 Votes

‎05-04-2021 05:33 - last edited on ‎05-06-2021 09:48 by Fitbit Moderator

In response to WilsonFitbit

‎05-04-2021 05:33 - last edited on ‎05-06-2021 09:48 by Fitbit Moderator

Still not resolved. Talking to support now. In addition to the steps issue,
the heart rate function seems to be not operating correctly. I think I have
a unit that is not working!

 

 

Moderator edit: word choice

Best Answer

‎05-06-2021 09:54

In response to MoverExec

‎05-06-2021 09:54

@MoverExec Thanks for the update. 

 

I was able to see that you have worked with our Support Team to get this matter resolved. Please note that they should get in touch with you soon, but if you have additional questions or if you need further assistance, you can update your case and they will be able to continue assisting you. 

 

See you around.

Wilson M. | Community Moderator, Fitbit.
Best Answer