Step Count in Website and App does not match Sense on my wrist

[Acceptable]

• Fitbit split my walk into two parts that show up on Zone Min as "intense activity" and "brisk walk".
• Only the "brisk walk" part got logged automatically as an exercise.
• I deleted that automatically-logged-the-wrong-way exercise and added it back with the duration covering both parts to make them just one walk.
• My step count went up in the app and website so it no longer matches my Sense on my wrist.

Any ideas?

[NellyG]

Hi @Acceptable Sync the watch a few times and hopefully it will match up shortly. If it still doesn't then restart your Sense and sync again. That usually works for me.

[Acceptable]

Hi @NellyG How do you sync the watch? I only know how to sync the app.

[Acceptable]

I've tried:

• Syncing the app
• Using Settings > Fitbit > Force Stop
• Using Settings > Fitbit > Force Stop > delete cache

The app and the Sense still have different step counts.

[NellyG]

@Acceptable Open your app and the app should try to sync tonthe Sense. If it doesn't, use your finger to pull down on the home page. It will say release to refresh neR the top. Remove your finger and itmwill start to sync and say 'syncing your sense'.

Or go to your account page (account icon on the top left of the home screen) and go to 'Sense' around half way down the page. It will tell you when it lasted synced and you can initiate a sync by tapping on the Sense pic, and on the page that comes up tap Sync Now.

[Acceptable]

@NellyG 

I've tried:

• Syncing the app
• Using Settings > Fitbit > Force Stop
• Using Settings > Fitbit > Force Stop > delete cache

The app and the Sense still have different step counts.

[Acceptable]

@NellyG adding the exercise is the root cause of the step count on the app and the Sense being different. The Sense has the correct step count.

I've never added an exercise that involves steps before, I've only added Cardio Sculpt. Adding that works fine.

The auto-recognized walks have N/A as the distance. When I manually added a walk it insisted on a distance so I used the miles which the app displayed.

On the app the walking exercise I added shows my pace is 22' 13" which is not possible.

Maybe if I delete and add the walk back and put a tiny distance like 0.001 km it will not mess up the step count.

[Acceptable · Accepted solution]

I got it to work.

• I deleted the exercise which caused the step count on the app to fall to some small number of steps, much less than the steps on the Sense.
• I subtracted the number of steps on the app from the number of steps on the Sense.
• I re-added the walk as an exercise and set the distance to be the number of steps from my equation.

The step count is only off by one now.