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Steps tracked by Sense are removed after syncing with the Fitbit App

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‎06-25-2021 15:56 - last edited on ‎06-26-2021 05:52 by Fitbit Moderator

‎06-25-2021 15:56 - last edited on ‎06-26-2021 05:52 by Fitbit Moderator

Anyone had this issue before? My sense/app isn’t tracking and syncing my steps correctly!  at the moment it shows I’ve only done 1959 steps, the counter goes up when I walk but when I sync to my phone it goes back down to 1959 on my watch & app! Any ideas? I’ve tried restarting/resetting and nothing has worked

 

Thanks! 

 

 

Moderator edit: subject for clarity

 

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‎06-26-2021 05:57

‎06-26-2021 05:57

Hello @xniicolax. Welcome to the community forums. 

 

I'm sorry for the experience and thank you for the information and for the steps you've tried prior to posting. I'd like to let you know that this is not a common issue but in order to further assist, I'd like to ask the following questions: 

 

- Since when have you been experiencing this issue?

- Was this after an update to the Fitbit App? 

 

In the meantime, I'd recommend performing some troubleshooting steps for syncing. For more information, I recommend visiting this help article: 

Why won't my Fitbit device sync?

 

I look forward to your response. 

Wilson M. | Community Moderator, Fitbit.
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