Surge issues and extra Active Minutes

[jbrassard]

I have both a Surge and a One. I wear the One most of the time, but use the Surge for sleep tracking and exercise (mainly treadmill walking). I've been having issues for a while now where when I take the Surge off and put it down somewhere, it acts like I'm asleep. I've tried to remember to shut it down when I take it off, but it sometimes comes back to life all by itself.

Now, for the past 3 days, I'm not sure if it is the One or the Surge, although I suspect the later, it is recording massive activity minutes when I'm not even wearing it - it is sitting on a table. And there is no step count or anything else to back it up - just showing hundreds of active minutes, which is skewing my numbers and I don't see any way to delete them, as there is no activity record to back them up either.

Anyone else with similar issues and/or a fix?

Moderator edit: Clarified subject.

[YojanaFitbit]

Hope you are doing great and enjoying some healthy activities @jbrassard. This is a pretty weird thing, you got more active minutes than what you did. I would like to check with you at what time you're getting those active minutes, to know where are they coming from.

To do so, please, log in into your Dashboard using Fitbit.com in a computer or on your phone browser, click on "Log" > "Activity" > Choose the day > and Calories Burned. On that graph you will see "Active minutes" being shown as green lights and if the activity intensity was moderated as yellow lines. If you hoover the mouse on the line, the time will come up; in that way we'll know when this activity was tracked.

If you're logging activities, it might be that those calories where tracked because of the intensity of the workout.

If you're getting Active Minutes while not wearing your Surge nor your One, we might have to contact Customer Support, so they can check that information with you. 

About your Surge, please restart it a couple of times and the next time that you shut it down, make sure to put it down on a table or in a drawer, not near to the TV, Stereo, or any other surface that might get some kind of movement or vibration.

Hope this helps, I'll be around! 

[jbrassard]

It seems to be happening between midnight and 3 am. At those times I'm either not wearing it, or am wearing it but reading in bed.   It did it 3 days in a row but does not appear to have done it last night.

[YojanaFitbit]

Hey there @jbrassard! Thanks for replying. That's really interesting, I would recommend contact Customer Support, so they check that information with you to see what is happening. Good thing is that you have all the information in case they ask. Please do so and keep me posted on the resolution. You can reach them via email, or in a faster way via chat or calling at:

• US/Canada: (877) 623-4997 from 4am to 9pm (PT).
• UK: 0208 865 3243 from 9am to 6pm.
• India: 000 800 100 4540 from 10am to 9pm (IST).

I'll around! 

[dogenzenji]

Try a restart

If you leave it off and not on charge it thinks you are asleep (no movement), so keep it plugged in.

If you leave it off charge next to a source of vibration like a moving fan it will log steps, not sure about the active minutes.

Best bet keep it charging, if it still logs stuff after a restart, yes go for support.