Sense tracks steps and floors while asleep

[IRONJO]

Mine is recording me up for 2 to 4 hours in the middle of the night and I am not awake. It records me going up stairs when I do not use stairs and does not record them when I do walk up stairs. One time I got 500 steps while lying in bed.

Moderator Edit: Clarified subject

[Guy_]

Hi @IRONJO  - although the topic you posted in is about losing time, random stairs added is a known issue.

For the other issues try restarting your watch 

[LizzyFitbit]

Hi there, @IRONJO. @Guy_ Thanks for helping our member.

@IRONJO I've moved your post to this new thread since you're having a different issue. As our friend mentioned, our team is aware of the issues experienced with the Sense tracking floors inaccurately and may not be able to provide a fix in the immediate future. Nevertheless, I appreciate your feedback and we'll keep working to improve our devices as well as the experience with it.

In regards to your other question, while our Fitbit devices have a finely-tuned algorithm for step counting, during certain motions your watch may add some steps by mistake as it'll try to give you credit for your efforts. You can find more about the accuracy of our Fitbit devices here. In addition to the restart process suggested by our friend, I'd also recommend wearing it a finger’s width above your wrist bone and monitoring its behavior in the next few days.

[IRONJO]

Fitbit support is replacing my Sense watch.

@LizzyFitbit @Guy_ 

Excuses do not solve problems.

[LizzyFitbit]

Hi there, @IRONJO.

Thanks for keeping me posted. While I'm glad you'll receive a replacement Sense, I understand where you're coming from and I'm sorry you've had this experience. Our team constantly works to improve our devices and the input we receive from our members is a big part of the process. Once again I appreciate your feedback and I hope to see you back on track soon.

[IRONJO]

They still have not shipped my replacement and are blaming UPS. I cannot wait to not do business with Fitbit again. This is so frustrating!!!

Get Outlook for iOS<>

[LizzyFitbit]

Hi there, @IRONJO.

I apologize for this inconvenience. This isn't the type of experience that we want you to have and we appreciate your feedback as it'll help us to improve and make sure this doesn't happen again. I've forwarded your post to our Support team so they can have them on hand. While I don't have access to your case, I'd recommend keeping an open communication with them as that's the best way to receive assistance from them.