Sense suddenly showed too many steps

[ShannonGarr]

My steps on fitbit sense advanced are different than the fitbit app. How do I fix this?thanks Shannon

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @ShannonGarr, it's nice to see you here in the forums.

Just to confirm, do you see more steps on the Sense than the Fitbit app? If that's right, it might be that your watch isn't syncing and updating your data correctly. Please make sure the Fitbit app is updated and give a try to the following:

1. Remove the Sense from the Bluetooth settings.
2. Force quit the Fitbit app.
3. Restart your watch to refresh its performance.
4. Open the Fitbit app and pull down on the screen to force a manual sync.
5. Check your steps and the rest of your data.

 I look forward to your response.

[ShannonGarr]

No the sense and the app have the same steps but I hadn't been out of the
bed long and it jumped from 74 steps to 12,644!! And I was just sitting
drinking coffee. I have uninstalled the app and reinstalled it. Restarted
the sense. Done a factory reset and it still isn't showing correct steps. I
had a live chat with fitbit and she said that my steps were showing 164
steps on her end. She had me do several things and nothing worked she said
someone higher up would contact me but I haven't heard anything yet. But
thank you for trying to help me.

[LizzyFitbit]

Hi @ShannonGarr, I hope you're doing well.

Because your Sense is having a different behavior, I've moved your post to this new thread so we can keep our forums organized. I understand your concern about getting that amount of steps without doing an intense activity. Could you please check if you have MobileTrack setup in the Fitbit app? Let me explain that MobileTrack is a feature that records basic stats such as steps using your phone's sensors if you don't have a Fitbit device available. However, if you're using it along with a Fitbit device, it'll affect the information recorded by your watch and sync incorrect details in the Fitbit app.

Assuming this applies to you, please follow these steps to remove this feature from your account:

1. Open the Fitbit app and tap your profile picture.
2. Tap MobileTrack:
   For iOS devices, scroll down and tap the option to remove the device.
   For Android devices, tap the trash icon at the upper right corner.
3. Follow the on-screen instructions to remove it from your account.
4. Once that is done, you can continue syncing your Sense as you've been doing so far.

Please note that currently it's not possible to delete the incorrect steps that were already synced, however you can log a non-step-based activity such as driving to override those steps. For more instructions see this help article.