Versa 4 - Historical data changed

[sdcpaman]

Today, historical data from last week all of July completely changed, like my daily numbers were replaced by someone else's.   And my steps to miles completely messed up.  Last Sunday I had 5 plus miles and around 12000 steps.  Now app reads 5 plus miles but only around 6000 steps.  Today I have almost 12000 steps but only about 2.5 miles.  

Does Google moderate at all and offer help.  I restarted watch, restarted phone, loaded app fresh on my tablet, and all numbers still wrong starting today.

My July numbers decreased by more than 100,000 steps.  Am I just screwed or can Google restore correct data

Moderator edit - updated subject for clarity

[rryan10]

I am having the same issues with my device and came to the forum to voice the same complaints. I log my steps daily so I know basically every day there's a discrepancy of about 150 - 300 steps and the other day all of those steps were lost from their system, so now there's currently a difference of 27k steps (and continuing to rise) for the year between what I actually have and what the app is showing. Now daily at the end of the night it's changing the number from what I actually recorded. I've been with Fitbit for almost 10 years and it's gotten to the point where I am ready to move on unless they can fix this problem, it's awful what Google has done to it.

[sdcpaman]

Happened again yesterday.   I had almost 13,000 steps, now fitbit app reads 5,398 for yesterday's total.  I was on chat yesterday for a long time.  The rep asked me to upgrade to version 4.49.  I first installed the app fresh on a tablet about an hour earlier from the Google play store and it was version 4.48.  I asked if the new version fixed a known bug related to lost and changed miles and he said he didn't know.  I asked if anyone had reported  my issue and he said no other "confirmed" cases of the issue.  I suggested he start reading the community forums.  He "escalated " my case and said they would email me as soon as possible.   I pushed for what that meant and he would not commit to any time frame when I may hear back from them.  

[LZeeW]

@sdcpaman   This is a moderated user-to-user help site.  Moderators tend to answer very straightforward questions, but generally are not much help with an issue like yours.  You did exactly what you needed to do.  You contacted Support.  A moderator would have told you to contact Support.

You aren't the only one losing steps.  That are posts from a few Versa 4 users and other models, too.

[sdcpaman]

As a moderator do you have any way to more formally let Google know of this issue?  I contacted support via chat, and a case was opened, but I did not get a sense I was being heard.  I asked if others had reported same issue and was told that no other "confirmed" cases had been reported (even though, as you said, there are other posts in this and other forums with similar issues).  I asked for a time line when I may hear something, and the person on the other end of the chat would not even give me any time line.  I've seen other posts where there is never a response.  At some point I need to make a decision if I need to move to another tracker, and knowing if Google is even looking at this issue and/or has any intention to try to resolve it would be helpful in making that decision.  I do use my historical data (am I keeping up or exceeding last week, last month, last year, etc), and if I can't rely on the data being accurately maintained I need to move to a platform that can provide that. 

[LZeeW]

@sdcpaman   I'm not a moderator.  I'm a Product Expert and we aren't Fitbit/Google employees.  Moderators have Fitbit as part of their screen name.  I will flag your post to get a moderator's attention.  Product Experts don't get any information about bug fix estimates.

[Quoll]

This has been going on for quite a bit now. People on Reddit are continuously reporting the same. Support is providing no resolution. Paid customers are left with this critical issue. Just a random selection (I can keep on adding sources if desired, no shortage of them; just trying to help the developers gain an insight into the widespread scale of this issue affecting many paid customers):

• https://www.reddit.com/r/fitbit/comments/1mn6csg/disappearing_steps/ 
• https://www.reddit.com/r/fitbit/comments/1mmonzn/where_did_all_my_steps_go/ 
• https://www.reddit.com/r/fitbit/comments/1mma657/ok_what_is_going_on/ 
• https://www.reddit.com/r/fitbit/comments/1mm5n2g/fitbit_just_ignoring_10k_stepsexercise_today/ 
• https://www.reddit.com/r/fitbit/comments/1mlvt65/my_steps_arent_stepping_the_same/ 
• https://www.reddit.com/r/fitbit/comments/1mlulv3/ios_app_just_loses_all_steps_data/ 
• https://www.reddit.com/r/fitbit/comments/1ml5v3s/lost_steps/ 
• https://www.reddit.com/r/fitbit/comments/1ml1o61/reduced_steps_for_previous_months/ 
• https://www.reddit.com/r/fitbit/comments/1mky90d/steps_just_disappeared_overnight/ 

[ScottMelrose]

They typically have three "suggestions":

1) Delete your app and re-download it

2) Restart your Fitbit product

3) Upgrade your Fitbit version

If those three don't work then you pretty much never hear from them again.

I've had issue almost from when I first purchased my Versa and I've basically received no working solutions. And I often don't hear from them at all.

[sdcpaman]

That is what my chat session offered me.  Loosing faith that I will ever hear back.  Every day is now wrong.  Yesterday (I took a screen shot of my app Today Screen) 11K steps, 4.5 miles.  Now 5.3K steps and 4.5 miles.  

[sdcpaman]

Got a response via email today "Upon coordinating with our higher support  team, they suggested that you update the Fitbit app to the latest version 4.49 since the rollout is expected to be completed by Tuesday, August 12th. Then monitor your data moving forward and contact us back if the issue still persists. We hope this helps."

You will notice not a single word about the missing and changed historical data.  I wrote back and I will see what happens, but after several days the response does not even address the core problem.  I had already updated to 4.49 a day or two ago with no change to my missing and changed historical data.

[sdcpaman]

It appears that historical data has been restored (at least for the time being).  No massaging from Google about it, but it does appear fixed.