Fitbit Surge not tracking steps and miles

[walkaline]

I walked over six miles today and about 12,750 steps and yet my surge says I have only walked 10,259 steps and 3.89 miles. It is consistently way behind in counts. I have my right height and profile input. Have tried switching hands but it makes no difference. Why can I not get it to work correctly?

[Nepper]

I have same issue with surge. Both my Fitbit zip and my map my run track step within acceptable variation but my surge is 2k lowering a five mile workout. HELP

[MarreFitbit]

It's nice to see you guys around the Community @Nepper @walkaline ! 

Fitbit trackers have a finely tuned algorithm for step counting. The algorithm is designed to look for intensity and motion patterns that are most indicative of people walking and running.  When working at a desk, cooking, or doing other arm movements, the tracker can pick up some extra steps if it thinks you are walking. Many of these situations—such as working or cooking—do include a few steps in-between stationary periods so the tracker tries to give you credit for those steps. For the vast majority of customers, the amount of stray steps accumulated is negligible when compared to the entire day.

For wrist-based trackers, its important to specify whether you wear the tracker on your dominant or non-dominant wrist:

• The dominant wrist setting decreases the sensitivity of step counting and should reduce any over counting of steps when your body is not moving.
• The non-dominant wrist setting increases the sensitivity of step counting and should reduce any under counting of steps. Non-dominant is the default.

To change your settings, in the Fitbit app go to Account tab and choose your tracker at the top of the screen.

If you feel that your step count and distance are inaccurate, first make sure the wrist placement settings are correct. You may also want to manually adjust the stride length that we calculated automatically based on your height and gender. For more information, see How do I measure and adjust my stride length?

If after taking these factors into account you still think your tracker is significantly undercounting or overcounting steps, please try a step test:

1. Put your wrist-based tracker on your wrist or put your clip-on tracker on your hip or torso.
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.

Let me know how it goes!

[walkaline]

Hi MarreFitbit,


I have already tried everything you are suggesting. I have tried both wrists and changed it in my settings. I have changed my stride length in the settings. And I often count 100 steps and check my wrist counter. I have seen it as bad as 60 to 70 steps when I take 100 steps. I have noticed that when I jog or if I start jogging it starts to work correctly.


Either my walking is too smooth or my fitbit is too sensitive.


Sent from Outlook

[MarreFitbit]

This is very odd let me say @walkaline... thanks for confirming what you've tried so far. My best recommendation would be to get in touch with Customer Support directly so they can give you a hand on this. 

Just don't forget to mention the steps you've done so far to avoid getting the same ones. You'll be in good hands.

TGIF! 

[Nepper]

I too have gone thru all of the suggested steps and it still is way off.  I will sync both my surge and my zip with the app and then go out on my 4 or 5 mile route jogging and walking and will be up to 2200 steps lower on my surge than the zip and my map my run phone app.  The zip and map my run are withing 200 steps on that same workout and that to me is acceptable.  2200 on a consistant basis is not.  

I will do as you have suggested and contact customer support.  Thanks

[HeydyF]

Hey hey hey @Nepper! Thanks for getting back.  That'll be great! please get in touch with Fitbit Support as my friend @MarreFitbit suggested above and share the resolution with the Community.

Have a nice day! I'll be around.