Need help - Surge calculating 600-800 steps less than iphone consistently!

[amz101]

Hi,

I have set my stride length and checked everything else. This is the second Surge i have used that is doing the same issue. What happens is i'm struggling to hit my 10k steps each day, with exercise, when i know i am doing more than 10k! I walk for instance in my lunch break and when walking with my surge on my wrist and carrying my iphone in my other hand my surge registers 600-800 steps less than my iphone. It has done this consistently about 3-4 times. My surge also registers the same amount of steps less than those i walk with who have HRs. If my watch says i did 2000 steps theirs say 2700 for example and they are all within about 50 steps of each other and mine is so far out. 

Has anyone experienced this issue and how did you fix it? As mentioned above i have measured and set my stride length and my height and weight etc is in there too. I contacted support initially and after going back and forth i got a replacement finally but this one is doing exactly the same thing!

Thanks....

[Krystyne]

I have the same problem.  Fitbit replaced my Surge, but the new one does the same thing.  I'm 5'3" and only get about 2600 steps when I go for a 2-mile walk!  I've measured my stride - and also have used Fitbit's default stride for my height, but it doesn't change.

I did a test on my treadmill.  I walked and watched the Fitbit app - it was accurate when I walked slow (3 mph or less), but when I increased my walking speed, that's when it falls behind.  

I submitted this info to Fitbit, but never heard anything back.  

[FerdinandFitbit]

Hi there @Krystyne @amz101. Glad to see you in teh Fitbit Community!

I'd recommend restarting your trackers by pressing and holding the left and lower right buttons together for 10-15 seconds until your tracker turns off and back on. After that, do a step test by walking 50 steps and counting them in your head everytime one foot touches the ground and then compare that to your tracker and see if it has made any improvement.

Let me know how it goes! 🙂

[shipo]

Keep in mind stride length has nothing to do with the number of steps logged over any given distance or duration of time; steps are sensed/logged from hand movement/arm swing.  When you walk, are you pushing a baby carriage or carrying a bag or something which may limit your arm movement?