Over count steps

[SunsetRunner]

At the end of the day my surge reads 13,950 steps my I phone says 7809 and the fit bit dashboard on my I phone says 4808 another issue is the surge records steps while I swing my arm without taking a step.

[TarinFitbit]

Hey @SunsetRunner welcome to the Community! Fitbit trackers use a 3-axis accelerometer to understand your motions. An accelerometer is a device that turns movement (acceleration) of a body into digital measurements (data) when attached to your wrist. Based on this information, every time you move your arms your tracker is going to detect that movement and is going to count it as a steps.

Now, according to the inaccurate steps, let me know if you are logging activities, because, the information for that activity is going to be taken from our daily total, in order to show you the specific information for your work out. In this case, I recommend clear your browser's cache on your computer, restart your tracker and set it up as a new Fitbit device.

Let me know if the issue persist, I'll be around!

[SunsetRunner]

Yes my surge seems to over count steps and also registers steps simply by waving my arm.

Butch Ritter

[TarinFitbit]

Hi @SunsetRunner! Lets make your tracker more accurate by adjusting the stride length and also lest make sure your tracker is working properly, by testing it with an accuracy test. So, put your Fitbit on your wrist, walk 100 steps, making sure to count a step each time one of your feet hits the ground, pause, then check your tracker to see your step count.

Let me know how it goes!

[Moocow1980]

I have noticed that if you do something like rapidly pet a dog with the hand the watch is on (you know what I mean, he walks up to you and you do that rapid top of head grab and rub and say "How ya doin' boy?" and he's all happy and then you scratch his back or something?)... if you do that, or any rapid motion with the watch-side hand, it'll add steps. This has never been fixed. But, at the same time, step totals are to be an approximation anyway. We don't want it severely off as users, and of course we'd love 100 percent pinpoint accuracy second only to winning Powerball numbers for a huge jackpot, but, if you're setting a goal and are close to it, I wouldn't worry too much.

But the variances mentioned in this thread definitely need addressed. But I put a lot of faith into FitBit so we shall see. I'm sure we can work through the issues of any type. All watches and such have them. Don't get me into Jawbone UP or we'd be here all night.

[TarinFitbit]

Hey @Moocow1980 thank you very much for all your information!  Guys, lets test your trackers by putting your Fitbit on your wrist, walk 100 steps, making sure to count a step each time one of your feet hits the ground, pause, then check your tracker to see your step count.

Keep me posted! 

[Redmoonstar]

I have the opposite problem mine is not quite a week old and is missing steps I can walk 15 steps while watching the screen and the number doesn't change, I can swing my arm rapidly and slowly and the number doesn't change. I have been wearing my fitbit ultra as well and while doing my 6-8 klm walk the surge loses anything from 500 steps to 1000 steps any suggestions? I have had 4 fitbit charge HR replacements due to battery drain and the last one also missed steps so I upgraded to the surge and now it's missing steps at least the battery lasted 5 days before charging!

[TarinFitbit]

Nice to see you here @Redmoonstar and thanks for sharing your info!

Have you tried to restart your Surge and after that set it up as a new Fitbit device?

Let me know if the issue persist, I'll be aware.

[Redmoonstar]

I have done 2 resets but haven't set up as a new device as I only set it up
Saturday. Will try that tonight.

[Sean_S]

Hi guys, I overall have to say that my FitBit Surge has done a great job tracking my steps and mileage. If I run for a minute and count my steps, the steps it counts are usually pretty accurate. Same goes with the distance traveled. However, I have noticed that the distance and steps get a little messed up when I go on the treadmill. I tried it out running at 6 miles an hour on the treadmill (A 10:00 minute mile). When I stopped the treadmill said I had traveled a mile. However, when I stopped the Surge, it said that I had only run .88 miles. It seems to be a reoccuring issue. This is the only problem that I have had with steps and miles traveled. Any thoughts?

[Redmoonstar]

Try setting your running stride in the dashboard online that may help
calculate distance better when not using GPS.

[Sean_S]

Thanks, how do you know/measure the length of your running stride?

[Redmoonstar]

I hope this works as I'm not fantastic adding things on the computer

1. Go to a track or some place where you're sure of the distance.
2. Count your steps as you walk across that distance, making sure you travel at least 20 steps.
3. Divide the total distance (in feet) taken by the number of steps to get your stride length.

Your running stride can be calculated the same way, only by running a known distance rather than walking.

If you search the forums for measure my stride one of the moderators has a link to this article unfortunately I don't know haow to add a link so copy and pasted this part. Hope it helps.

[Sean_S]

Thanks! This should definitely help.

[Redmoonstar]

@TarinFitbit I used both my ulta and my surge today however I did forget the ultra so it was 100 steps behind the surge when I went to work. At 8.45pm Australian time tonight I checked and photographed both devices, my surge said 19521 and my Ultra said 21904 adding the 100 steps my ultra was behind at the start of the day that's 2483 steps less that now shows on my dashboard and in my challange. This surge is less than a week old and this is certainly not 95% accurate and this device cost me $350.00 and I could only afford it due to vouchers I was given I am very unhappy with this!! I have run the shop I bought it from and when I get there in another week they will check the device and replace if they think it's faulty. I am going to continue photographing both devices each day and if I could I would video the surge in "freeze" mode but thats very hard to do when I'm walking or at work. I have now removed the surge from my account and done another reset and am going to charge it then see what happens but not hopeful.

[TarinFitbit]

Hi @Sean_S nice to see you around! @Redmoonstar gave you a great advice. Let me know how it goes? are you still having the same issue?.

Thanks for your update @Redmoonstar! You are definitely loosing steps . The Fitbit Surge and other wristbased trackers have been tested extensively against Fitbit clipbased devices like your Ultra. So, because wristbands trackers are specifically designed for your wrist, if you move your body a lot and not your arms (or vice versa), you may get a slight difference in activity than you would see on your clip-based trackers.

However, if the issue persist, don't hesitate to contact Customer Support, they will be more than happy to further investigate this issue and get you back on track. Remember to let them know all the troubleshoots you already did.

Guys, keep me posted, I'll be aware!