Sense not tracking steps

[lizzysparks]

my Sense does not count steps like it should have tried to turn in off and on and still doesn't and is worse in serten areas

Moderator edit: format

[DavideFitbit]

Hi @lizzysparks, welcome to the Fitbit Community forums. 

Thank you for sharing that you've been having trouble with your Sense not tracking your steps accurately. 

Before considering other options, could you please provide a few extra details about what you've been experiencing? Is this happening with specific activities like driving, running? Or does this happen with regular use of the watch? Let me know why you feel the watch is not counting steps like it should. 

Please keep me posted.  

[Kim95mann]

My Fitbit Sense isn't tracking steps properly either.  After a 50 minute treadmill walk, usually 5000 steps, I'm at 1870 steps!

Moderator edit: format

[LaHuera]

Me too! It started with my Fitbit Charge 2 and thought it was giving out because it was so old. so I upgraded and it still doing that 

Moderator edit: format

[DavideFitbit]

Hi @LaHuera, and welcome to the Community forums @Kim95mann.  

Thank you for sharing that you've been having the same inconvenience with your Sense watch. 

Before considering other options, please make sure that you've tried the restart procedure as described in this article. 

In the meantime, you can find more useful information about the accuracy of Fitbit devices here. 

Hope this helps. 

[TheSwig]

Kim, mine isn’t counting steps also!!!

-----------------------------------

this is very agitating.......I waffle between my Ionic, the Sense and the Blaze and now I'm past the 45 day return policy. The Ionic is a jewel! the first time the Sense didn't count all my steps, I panicked and tucked it away because I couldn't get an explanation through my own search.  I donned the Sense today to give the Ionic a rest and lo' and behold, it didn't count my steps, almost 4K!!!  I checked all possible avenues to rectify the problem but to no avail. I'll wait to call support tomorrow.  

[DavideFitbit]

Hi @TheSwig, welcome to the Community forums. 

Thank you for sharing your feedback and that you've been experiencing the same problem with your Fitbit Sense. 

Since you already tried the troubleshooting steps mentioned earlier, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

I'll be around if you have further questions.  

[Kim95mann]

So today, instead of not tracking my steps, my Sense is indicating that after my 47 minute treadmill walk at 2 miles per hour on elevation 3, I've walked I've 57K steps?

Moderator edit: format

[DavideFitbit]

@Kim95mann thank you for your reply. 

If you already tried the restart procedure mentioned earlier, make sure to chat with us online or give us a call for further assistance with this. Click here to get connected. 

Have a great day. 

[gcsuarez]

I just got Sense and I used it and my old Inspire clipped to my hip and when Inspire logged 10k steps, Sense is still not 7k steps yet. Thats a big discrepancy.

[beachbrum]

I am having this issue as well, every hour tells me I need to walk my 250 steps and I know I’ve already done way more than that. I also walk around the room looking at my watch and noticed the steps are not counting as I take my steps. I’ve rebooted the watch, I removed it from my phone and reconnected it, I’ve killed the app. Maybe use this time for a warranty return?    

[DavideFitbit]

@gcsuarez @beachbrum Thank you for sharing that you've been having the same inconvenience with your Sense watch. 

If you haven't done so already, please make sure that you've tried the steps mentioned here earlier. If you continue to experience the same inconvenience, please make sure to get in touch with the Customer Support team for further assistance with this so they can provide you with the next steps. Click here to get connected.

Thanks again for sharing all this information and your feedback. Our team is always working to enhance your experience and your feedback is a big part of that process. 

See you around. 

[MarioDIFiglia]

My Fitbit Sense is counting steps but my Fitbit app stopped showing my steps, I tried to log off and on but it isn't helping. I also shut down my Fitbit but it also didn't help, any recommendations?

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @MarioDIFiglia.  

Thank you for sharing that you've been experiencing a similar problem with your app not showing the steps tracked by your Sense watch and for confirming that you already tried a few troubleshooting steps. 

If you're still having trouble with the app not showing you the correct information, please try the following:

• Log out from the app.
• Clear Cache for the Fitbit app on your phone's settings 
• Restart your phone. 
• Log back in to check if you're able to see the tile. 
• Try a restart and set up your Sense as a new device in your account if you're still having the same problem. 

Hope this helps, I'll be around. 

[MarioDIFiglia]

Hello

I appreciate your help and advice in trying to fix my issue with the steps not showing up but unfortunately your different Soloutions have not helped as the steps are still not displaying in the app however there were a few things I will mention as I didn't follow the instructions exactly as mentioned. My Fitbit is a Sense, you referred to it as a a charge 4. Also I don't know how to clear cache on my phone however as an alternate I deleted the Fitbit app from my phone and then power down my phone thinking that should function as if I deleted my cache. I also shut down my Fitbit device using the settings features on the Fitbit. I then reinstalled the Fitbit app on my phone, I also tried to set up a new Sense, my phone went through the whole process of setting up the new sense and when the set up was complete I still don't see the steps showing up on my phone Fitbit App.

One other tidbit of information is I do have two Fitbit devices and I wear one on each wrist. The other Fitbit is a a charge 4 Fitbit, when logged into the charge 4 Fitbit on the app on my phone it correctly shows all my steps. I wear one Fitbit for work for a benefit program getting points (the sense) and I wear the other fitbit strictly ( charge 4) for personal use.

Regards,
MarioDiFiglia

Sent from my iPhone

[DavideFitbit]

@MarioDIFiglia Thank you for your reply and for confirming that you already tried all the steps suggested. I'm sorry for the confusion, I've updated my last post with the correct device. 

If you're having this problem only when using the Sense watch and not when you're using the Charge 4, it seems this could be related to a problem to sync your data between your Sense and the Fitbit app. 

In addition to the steps suggested, let me know if you already tried all the steps listed here to resolve syncing problems, and make sure to check the compatibility requirements listed here and to keep the Fitbit app updated to the latest version available. 

I'll be around.

[Gotx6432]

About two days ago my Sense starting having issues tracking steps. I did the most recent update which took about 20 min last night. This morning it worked fine but now it's not tracking steps again. It is charged and blue tooth is on. GPS is working but not counting steps. 

[NanaDonna]

My sense is showing too many steps. Early morning showed almost 3k steps. No way. I restarted the sense and the app.

[DavideFitbit]

Welcome to the Fitbit Community forums, @Gotx6432. 

Thanks for confirming that you've been having the same inconvenience with your Sense watch. 

Before considering other options, could you please confirm if you already tried all the steps mentioned here earlier? In addition, you can find more important information about the accuracy of Fitbit devices here. 

@NanaDonna I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. 

See you around. 

[Arbidharma]

I just sat on chat support and still could not get heart rate working. They sent email stating it does not meet criteria for warranty. I no longer have a fit bit - I only have a watch with steps. No o2 no sleeping stats and no heart rate. I purchased September last year.