Dashboard & Challenges information don’t match

[michellanious]

Hi!

I recently purchased my Versa and was excited to participate in challenges with my friends. However, my dashboard in my challenge numbers for my steps do not match. I do not use any manual tracking or  and was excited to participate in challenges with my friends. However, my dashboard in my challenge numbers for my steps do not match. I do not use any manual tracking or MobileRun. We are all in the same time zone. My dashboard weekly total is at 14,502 and my challenge weekly total is at 13,099. 

I have not even gone to the gym with this yet and all my steps are just walking around work. Please let me know if I have something set up incorrectly!

Moderator edit: subject for clarity

[AlejandraFitbit]

Hey @michellanious, a warm welcome to the Community.

Thanks for troubleshooting this by yourself and for the information provided. If you are having issues with your information not matching, below are possible reasons for this: 

1. Your steps have fully synced to our database but you're not viewing the mobile app dashboard in Live Data Mode. (Live data mode would show the word "connected" under your tracker tile). 
2. You manually logged an activity. Steps from manually logged activities do not count toward challenges; only steps recorded by your tracker or MobileTrack are counted toward challenges. 
3. You used MobileRun to track GPS data with your app. Only steps recorded by a tracker or MobileTrack are counted toward challenges. 
4. All challenge participants are not in the same time zone. 

I also recommend waiting 15 minutes after syncing your Fitbit data to see if your challenge updates. For more information, see our information about challenges at the What should I know about challenges? article.

I hope this helps, let me know the outcome. 

[michellanious]

Thank you for your reply!!

I have ensured that I did not use MobileRun - any exercise that has been logged was done through "Auto-Tracking." I also have not used any third party apps.

Next, would the time zone matter for days 1 and 2 of a 5 day challenge? 

I still cannot figure out why they are not matching. I would be happy to provide any screenshots or account information as needed. Thank you for your continued help!

[luv2wlk]

What is the thought behind not being able to count activity that is GPS connected, or done manually not applying towards challenges?   That was a main reason I came back to fitbit,  and almost all of my steps will be done via a manually started workout or GPS connected workout.   This is disappointing 😞

[AlejandraFitbit]

Thanks for the update @michellanious, since the troubleshoot provided didn't work, I recommend keeping an eye on your inbox for further assistance. 

Now @luv2wlk welcome to the Community. Remember that our main priority is to keep you guys active. When you manually log an activity, you actually aren't doing exercise and that's why that information won't count for the challenges feature. For more information, you can take a look at the What should I know about challenges? article.

If you need anything else, let me know. 

[LadyFitKit]

I'm having the same problem. I've never had a problem with my blaze but now that I have a versa it's not matching. I don't use any other apps just the versa to log workouts and runs. But they have always been added to my total steps for the challenge and now with the versa it doesn't count them in.

[MrsMoreno332]

I am also having this problem. Never had this with my Charge hr, or Alta. This is disappointing 

[Shannonehaus]

I am having the same issue with steps not matching in the dashboard and challenge.  I have confirmed the steps that you suggested and there is no reason as to why they are not matching. Just curious if there has been a solution since the April posts?  

[MrsMoreno332]

I was told they have "bug" and there is no trouble shooting to fix the known problem with the software.  

[D.Atkinson]

I got the new Fitbit Versa and my steps on the Dashboard is not accurate from what’s listed in the workweek challenge. It’s way off. I do not manually put in a thing. I tried resetting the versa and still to no luck. 

HELP!!

[MrsMoreno332]

I have been in contact w/customer service for over a week and they can only tell me the App has a bug and they are aware and there is NOTHING they can do. I find this terrible that they have know this for years and still sold it to all of us! 

[RobertoME]

Hi @LadyFitKit and welcome aboard to the Fitbit Community @MrsMoreno332, @Shannonehaus and @D.Atkinson.

Thank you for your feedback and note that I can understand your point of view regarding this issue, however this behavior is not happening to all users, but is limited to only a few. 

If the issue persists, keep in mind the recommendations of my friend @AlejandraFitbit, mentioned here. Also make sure you are running the latest version of the Fitbit app, since it has been a new version for both platforms, iOS and Android. To learn more about this please review: What's changed in the latest release of the Fitbit app?

If the issue persists as you mentioned earlier, we've received similar reports, and have escalated the issue to our engineering team. While we don't have a timeline for resolution, we will continue to investigate these discrepancies.

Let me know if you need anything else.

[MrsMoreno332]

That didn't answer nor help...

[Anuhmay]

I’m having this same issue. Is there a plan for this to be fixed 

[mawshimp]

Any updates on this issue? I am having this issue. Just got my versa last week. Is there somewhere I can report it?

[sajwood]

Are there any updates on this issue... I am missing steps and not sure why... I just purchased my Versa a few weeks ago and this is the second time. 😕

[RobinB0705]

I am having the same issue. I have only had my Versa for a month. I have been doing a work week hustle with a group every week for a couple of months now. My charge 2 always worked but since having the Versa I noticed they were not calculating towards the challenges.

[MrsMoreno332]

Not currently a plan, they say the same thing over and over... it's a known bug and they are aware of the versa problem. 

[MrsMoreno332]

I contacted fitbit directly through the app. You can call or email or message them. Tho... there is nothing they can do to help. I have rebooted,  deleted and redownload,  but my numbers in the challenge and my steps remain different,  texting replies don't work on android and my gps is off. 

[mtbvegan]

I'm having the same issue with mine. My steps on the dashboard show accurately but the challenges are well behind. For example I am in a workweek hustle and my total steps during the challenge time (accounting for variable time zones) is roughly 19,000 but the challenge shows 14,541. Whilst another challenge I was in for the Daily Showdown, where we all are in the same time zone, 7,767 but my daily total for yesterday was 11,543. I'm confused only because my actual steps are tracking, it's just wrong in the actual challenges. I have the Samsung Galaxy Note9. All apps up to date, I've restarted (both phone and Versa), cleared cache, forced stopped, uninstalled/reinstalled, turned off/on Bluetooth, deleted the Versa from Bluetooth....so basically all the usual things.