Steps are wrong in my Surge

[JustMeToday]

My Fitbit states that I have 1,983 steps and I have .83 on distance when I haven't even put my Fitbit on today....it was charging when I went to bed.  How could that happen and how can you reset it?  Thank you

Clarified subject.

[YojanaFitbit]

Welcome to the Fitbit Forums @JustMeToday! It might be that your Surge sensed movements where you left it, maybe you put it to charge next the TV or Stereo or any place where it might have caught vibrations. Your tracker will generate distance depending on the steps that is tracking! I'd definitely try restarting your Surge a couple of times. 

If it didn't continue to count false steps, you should keep an eye on its behavior. You can delete that inaccurate information by entering a driving activity from your Fitbit.com Dashboard in the computer; or you can do it from your phone on the Fitbit App. You will find the option on the Tile "Track exercise", in the upper right corner you will see a "Stopwatch" with a (+) sign; so you can enter the "Driving Activity".

Keep me posted on the outcome. 

[JustMeToday]

It appears okay now that I have it on.  It was by the television though charging.  I will continue to monitor it to make sure it is resolved.  Thank you!

[YojanaFitbit]

Thanks for replying @JustMeToday! Copied that! I think that it is a fantastic idea! You can also double check the accuracy of your Surge, following the accuracy test steps, so we can verify how is this working. 

1. Put your Surge on your.
2. Walk 100 steps, making sure to count a step each time one of your feet hits the ground.
3. Pause, then check your tracker to see your step count.

If your tracker counted less than 100 steps or more than 100, please let us know and we'll see if we can investigate further. Sometimes, when you start walking you may notice that your steps may not update on your tracker right away. After about 10-15 continuous steps, you'll notice the steps catch up and start updating in real-time with each step you take.

Also check this information on the website about Accuracy.

Give it a try and let me know how this works for you! 

[ALwoman]

On Jan 22 of this year I contacted Fitbit that my Surge was giving excessive mileage. We went through all the checks and they decided it was faulty and sent me a new Surge. I tried the new one and it is also giving excessive miles. I contacted Fitbit again and they sent the problem to their engineering department. I am still waiting for a solution. On Saturday, it read 29.67 miles with 7697 steps. If I did my math right, I would have a stride of about 20 ft and I am sure I did not walk 29 plus miles. Has anyone else had a similar problem and if so what was the outcome. I like the function of the Surge but it is of no use with erroneous data. I feel I have been patient but would like an answer. 

[JustMeToday]

I'm waiting on my replacement. I have noted with my messed up surge that if I leave my surge charging and an alarm goes off vibrating the surge it will count the steps from it vibrating. I make sure that I can either wear it or put it in a location where it won't vibrate and no alarms set during this time. So far that has worked and it resets at midnight. I don't have use if my bottom right button so I can't use the features like gps or any other that requires that button. Hope this helps.

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[ALwoman]

Have you had excessive miles? There are days when I have 98 miles. As I stated in my first email, my original surge was giving bad data and now their replacement is doing the same thing. The original complaint was Jan 22 without any word on resolution.

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[JustMeToday]

No not excessive yet.....I had approximately 4,070 steps and 2 miles before I even put my watch on. It just started messing up with the button not working so hopefully my new watch will come and it will be fixed

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[ALwoman]

I don't seem to have the same problem that you are having. I was hopeful that the replacement would be the answer, but the replacement has the same issues as the original. They said they could send another replacement, but I would like for them to analyze why I have this problem. After this long, I may have to give in and just get the second replacement.

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