Incorrect Calorie & Active Minutes

[Cooky]

Hi Everyone, 

i seem to be having issues lately with my active minutes and calories on my fitbit surge. I have never had an issue with my fitbit and love using it, however after installing the latest update on Friday, my data seems to be way off.

I know that from midnight you burn so many calories automatically and thats included in your count - however for today, it says i have burned 3075 calories, it is only 10am! i am lucky to burn that in a day! it also says i have been active for 44 minutes. This is way different to previous results - usually i only have approx 30mins active for the whole day. i do 2x 1.5km walks to/from work everyday, which results in about 30 mins, so not sure why this is so high, after only having the fitbit on for just over an hour 😕

i was first puzzled when i saw my results for saturday and sunday - i didnt wear the fitbit on the weekend, but on sunday i apparently burned 6995 calories and saturday i burnt 3330. this is odd as on friday, while wearing it all day i only burnt 2689.

can anyone help? i assume it was because of the latest app update. but the data is showing on my watch, so that kinda ruins that theory? i can provide screen shots if needed.

Thanks

[AlejandraFitbit · Accepted solution]

It's great to see you here @Cooky. It's weird to hear that your tracker is registering big numbers of calories and active minutes. Have you check your personal information? If you haven't, I recommend checking it by doing the following:

1. Go to Settings

2. Go to Personal Info

3. Edit your information

4. Save

5. Sync

Also, I recommend restarting your Surge by following @MeylinP's instructions.

Let me know the outcome. 

[SunsetRunner]

I have a feeling that mine might be overestimating calories too, but it's hard to tell, I'm biggish and pretty active so I usually burn 3500 - 5000 according to my Surge, and I feel I've got a pretty good idea what sort of activities lead to what calories.  In the last week or so, however, it appears that I've been burning slightly more than I'd expect, it's not a dramatic increase, maybe an extra 700 a day, so it could be just that my pulse is faster, for some reason - although my resting rate hasn't changed

[Cooky]

Hi @AlejandraFitbit, 

I ended up contacting Fitbit directly yesterday - they looked on my account and couldn't work out why it was so high after a 1km walk. However, we did end up resetting the Surge and it seems to have fixed itself today, after doing the same walk this morning as i did yesterday, its about 2000 less burnt calories, which is about right 🙂 

Thanks for your help

[AlejandraFitbit]

Those are great news @Cooky, I am glad to hear that your inconvenience has been resolved. If you need anything else, do not hesitate in posting it.  @SunsetRunner It's good to see you around, I would like to know if you have already tried the steps I provided in the previous post? If you haven't, please do and if you do without any positive result, I recommend getting in touch with our support team. For a faster response you can contact them via phone or chat.

See you later.