250+ steps not counting

[TravelingJen]

Today, my 250+ steps are not counting. I turned my surge off & back on then resynced it with no change. Any other recommendations? 

[YojanaFitbit]

What a great day to step into the community @TravelingJen! This is a pretty weird thing. Usually the restart works, try to do it a couple times make sure that you're getting the Fitbit logo at the end. You can check the restart steps in this post. I would like to know if this is the first time that you have this issue with your Surge? Did you check the battery status when it happened? Any other detail will be appreciated.

I'll be around!  

[TravelingJen]

No, this is not the first time that it has happened. This is just the first time with this newer Fitbit they sent me when my old surge would not sync calls/texts with my iPhone 7 for 2 months.

Sent from Jen's iPhone

[YojanaFitbit]

Hope you’re having a great day @TravelingJen! Got it, thanks for confirming that info. If you already restarted your Surge and it is still loosing some steps. Please try this test:

1. Put your Surge tracker on your wrist.
2. Walk 100 steps, making sure to count a step each time one of your feet hits the ground.
3. Pause, then check your tracker to see your step count.

If your tracker counted less than 100 steps or more than 100, please let me know.

I'll be around! 

[SeeKristinaGo]

Hi,

I'm having the same problem, and it's not the first time (it occurs intermittently). Today, for example, my step count breakdown shows that I moved 205 steps from 3:00-3:15, 91 steps from 3:15-3:30, and no activity 3:30-3:45 or 3:45-4:00pm. This count is accurate and 296 steps meets the 250+ steps/hour goal, but my hourly activity shows that I failed to meet the step count from 3:00-4:00. I track activity from 10am-5pm, and was credited for every hour except 3-4pm (296 steps). I have followed the instructions several times to reset/restart my Surge, to no avail. Any thoughts on how to correct the disconnect between step count and hourly activity count? 

[YojanaFitbit]

Hi @SeeKristinaGo! Thanks for taking a break from stepping and for delivering such a detailed report. 

Wow! It's really weird that your hourly activity is not showing that you're getting your goal for the hour. It looks a like a configuration issue to me, but thanks a lot for reporting it. I've already escalated the issue to our Team; we might have to wait a for the next update of the Fitbit App to see if this fixes the issue.

In the meantime, let me take the feedback and let's wait. These types of issues are very unpredictable, sometimes the solution is very simple and other times the solution takes more time to develop. Hopefully, it will get resolve soon! 

BTW thanks a lot for your help! I'll be around in case you have more questions! 

[TravelingJen]

Please take me off this feed. I am no longer a part of this community as my Fitbit broke too many times.

Sent from Jen's iPhone

[YojanaFitbit]

Hi @TravelingJen! Hope you're okay! Feel free to "unsubscribe"  from this thread by clicking on the "gear icon" in the upper right corner, so you stop receiving updates. In case you need anything else let me know, I'll be around!

You can also take a moment to visit our Discussions board where you will find other members sharing their experiences and tips. This is a really good way to stay motivated towards your goals. In case that you haven't do so, check it out! You might be interested in these topics: Saturday Humor or What is the most interesting place that you have walked run?

Have a great day!