Football games not syncing

[Kongie]

Twice I've played football for about an hour the last two Thursdays and my Fitbit hasn't synced it to my dashboard. Before then it was fine.

I've been using the Surge since Dec so I know how to use it. I did get a replacement recently so perhaps there's a fault with it? However all of my weekend runs are synced.

has anyone else experienced this - frustrating...

Moderator edit: Clarified subject

[YojanaFitbit]

Hi @Kongie, Thanks for taking a break from stepping. It's great to see that you've visited the Fitbit Community! 

It's totally understandable you feel that way, since you're working hard to see results. I'd like to know how you're tracking your football games. If you're using the auto-detection SmartTrack. Restart your Surge a couple of times and edit the time that this feature takes to track Sport Activities. You can do so in the Fitbit App > Account > Exercise > Edit. 

You can also use the MultiSport option, choosing "Workout" from the Exersice Menu of your Surge. How are you tracking your activity? Please, give it a shot and let me know if you need more help!

Keep me posted! 

[Kongie]

I'm simply selecting a run.

ive been doing it since Dec with no problems until now.

twice for two - two hour sessions it hasn't recorded my 'run'.

The football is indoors and there's no gps either.

[YojanaFitbit]

Thanks for the details @Kongie! Please restart your Surge a couple of times and keep an eye on your next records, if you can once in a while use the option "Workout" too; to test you Surge, it'd be great.

I'll be around! 

[Kongie]

It's happened again third time in 3 weeks. 

It worked on Tuesday football outside. 

Today football inside has captured the data or appeared so on the watch but it hasn't transferred to the phone app.

really poor.

i have turned it off & on again to reset it and it is still happening.

[YojanaFitbit]

Thanks a million for getting back to me! 

It's very odd, that your Surge is syncing fine but just the Runs while doing that specific activity are not being transferred to your Dashboard. I would like to create a case on your behalf for our technical support team to look into this issue further as they have specif tools to check this information. I really appreciate you've worked with me until now, please keep an eye on your inbox for next steps.

If you need anything else, please let me know! 

[Kongie]

It's happened again 3 weeks in a row. Another near 1 hr of football and it works on the watch but doesn't sync.
I'm getting a bit fed up with this now. I tried a few seconds run before the game to make sure that worked - it did but my main game nearly an hour of running hasn't synced yet again. I also tried a few seconds after game and that worked.

I'm starting to think I need to change this..'

[Kongie]

Ps. I've clearly done the run my steps show a massive peak between 4-5pm when I was playing football.

[Kongie]

I'm really starting to think I should return my Fitbit and should be chainging to a Garmin or other product

[YojanaFitbit]

Thanks for all the details @Kongie, let me tell you that this is not something that Fitbit Surge does, I'm sure our Team will give you a hand with this issue. I really appreciate the time you took to make your Surge work perfectly again, but at this point I think that we need to wait for the options that our Support Team provides; since they can check specific information about your Surge software.

Please keep me posted, if you need further help with this I'll be around!