Surge is miscounting steps, calories etc.

[davybhoy1983]

Hi everyone,

I'm wondering has anyone else had this problem?

Basically I got a Fitbit Surge a while ago and the only thing I can see it getting right is my sleep, heart rate or if I run with the GPS on. The steps count and calorie count for example are totally wrong and obviously so is the distance as it is going by stride length.

Today I have done nothing at all. I have chilled out totally and watched TV yet it says I have done 3,780 steps (distance measured as 1.63 miles), had 23 minutes of activity and burnt 1,690 calories.

I'm 5ft 6" and have entered my weight correctly and have checked everything I can think of. The firmware is up to date and I have tried wearing it on both wrists with the dominant and non-dominant setting changed for both wrists and no matter what it comes up with this info.

I live in a 4 bed semi-detached house so I'd be running around like a nut case to have covered 3,780 steps and 1.63 miles! It says I have climbed 4 floors today too which is also a load of crap but lower than the normal number (Monday said 10, Tuesday said 16 and Wednesday said 10).

If anyone has a fix for this then I'd love to hear it. I can worry about stride distance later but at my height I would say it's close to standard. It's more the amount of steps I'm allegedly taking that bothers me!

Thanks for any help.

Davy

[YojanaFitbit]

Nice to see that you're digging into the Forums @davybhoy1983, let me give you a warm welcome to our Community. 

Thank you very much for your patience, sorry it took me a while to respond to you post. Good to know that you are pleased with the way your Surge tracks your sleep. Now, in regards to the extra steps (which by the way generates distance); I appreciate all the troubleshooting steps you've tried! 

As in any other wristband tracker, extra step will depend on your activities throughout the day, it is not the same if you work on a desk or if you work as a taxi driver; since your Fitbit trackers have a finely tuned algorithm for step counting. The algorithm is designed to look for intensity and motion patterns that are most indicative of people walking and running.  For example when working at a desk, cooking, or doing other arm movements, a tracker on your wrist can pick up some extra steps if it thinks you're walking. If you think that your tracker is having issues recognizing most of steps please restart a couple times. It might help! 

Many of these situations such as working or cooking, do include a few steps in-between stationary periods so the tracker tries to give you credit for those steps. For the vast majority of customers, the amount of stray steps accumulated is negligible when compared to the entire day. And in case that you want to erase extra steps take a look on how to delete extra steps taken by your Surge at the end of  this master post from @HelenaFitbit. 

About the floors, please take a look of this information, I hope you find it helpful.

I'll be around in case you have more doubts!