Floors count is going down throughout the day

[jimmyc99]

Yesterday afternoon, my fitbit surge said I had climbed 101 floors - this was probably about right and it synched to my dashboard correctly. Later on, I noticed my dashboard said 75 floors so I checked my surge and it too said 75. By the end of the day it had fallen to 66 floors. How is it possible that floors climbed earlier in the day can disappear later on in the day? Am I missing something fundamental about how floors are calculated or what this number means? Thanks.

[RobertoME]

Hello @jimmyc99, good to see you in our community. Well this is odd since when your tracker synced the information is not capable to reduce or lower your numbers, at least not on its own. If the issue still persist to start with, I recommend to restart the mobile app if you sync through this form. The best way to do this is logging out from the app and restart your phone, once it has restarted go back to your app and log in. 

If the steps are also missing from your tracker, I recommend a restart. I'm gonna shared with you other of my posts with the steps to do this in case you need it: Steps for restart.

Note that if the floors missing were not synced, it wont be recovered but it will help to troubleshoot this issue. If none of this is doing the trick and the floors still are reducing from your total count please take a moment to reach out to our Support Team and let them know of your efforts to troubleshoot the issue and what you've already done. I have full faith that they will be able to advise you of the next steps after reviewing your device history with you.

Hope it helps and let me know if the issue persist, I'll be around.