Not keeping correct time and now erased my steps

[MelissaInMO]

I posted a few days ago as my Zip was running slow on time, eventually being an hour behind when I sinced it 12 hours after my last sync.  No answer, but my post may have gotten lost in all the shuffle.  Today, I noticed my Zip was an hour Ahead? (or 11 hours behind?).  I had synced at around 10ish, I think the night before.  I synced around 11 am today again and it reset the clock and erased all the steps I had done this morning!!!  Any help on what is happening?  I need my Zip for work for the insurance.

Moderator Edit: Format All-caps

[SantiR · Accepted solution]

@MelissaInMO Welcome to the Fitbit Community! I will recommend to perform a restart on your tracker. That should fix those issues. After the restart, sync your tracker. The time should be correct as well as data tracked.

Let me know how it goes! 

[MelissaInMO]

Thanks.  I will try it.  I have lost so many steps and I am so close to my 2M mark.

[SantiR]

@MelissaInMO I hope you're doing well! Did you tried the restart? Is it working properly now? 

Keep me posted! 

[MelissaInMO]

Thanks!  It worked, but I did lose all the time that was erased before I followed your instructions.  I also lifted the little tab that touches the battery in case it wasn't making connection.

[SantiR]

@MelissaInMO Excellent! I'm glad to hear that. If you lost steps or any data; you can always log an activity manually! That should recover all the lost data.

Keep up the super stepping! 

[JMT2037]

I had this happen to me yesterday as well.  I restarted my fitbit as instructed and everything was fine.  Until this morning.  The fitbit zip recorded my walk but the time was wrong by about 1.5 hours.  I synced it with my ipad and the time corrected, but all my steps from my morning walk were erased.

[SantiR]

@JMT2037 Welcome to the Fitbit Community! I'm glad to hear that the time was corrected after syncing. For the lost steps,  I will recommend to manually log the walk! Those steps should be recovered after doing that.

Let me know how it goes! 

[JMT2037]

Actually, twice this morning, I checked the zip and each time, I had to tap in several times to "wake it up" and it starts with "5.86" and then the different faces and then my steps and the time is always off, as if it freezes in time.  I just did another restart but this is the 3rd one in a day and a half.

[SantiR]

@JMT2037 Strange! You may like to report that problem to customer support! Make sure to check your warranty first. 

Let me know the outcome. 

[JMT2037]

Thanks, I will contact them.  I retarted it again and flicked the battery thingy to see if the connection was OK - as the previous person mentioned.  If that doesn't do it, I will contract support.  I found my receipt from the purchase 10 months ago.  Thank you!

[SantiR]

@JMT2037 Hopefully that will do the trick!  If not, contact them and let me know what they say!

Keep me posted! 

[dk2016]

Mine is doing the exact same thing.  I am getting really tired of loosing my steps and not knowing if it is working.  I just looked at it and it says I have 500 steps for the entire day..... I don't think so. 

[Beth-Ann]

Mine is also not keeping track of steps.  Right now it says the right time but I only got 242 steps today.  Not!  I have seen several faces, several times, and several step counts.  The step counts range from 7 thousand some to 242.  I have also removed the battery.  This is very disheartening.

[SantiR]

@dk2016 @Beth-Ann Welcome to the Fitbit Community! Try a restart to fix this issue; follow @AlejandraFitbit's instructions on that post. If it is still not counting the right amount of steps I'll recommend contacting customer support for further help. 

Let me know how it goes! 

[Cntrygal]

Good Evening, 

Is there a way to add actual steps?  I had about 6300 (and change when my zip battery died) and when I replaced the battery it only counted about 1300 of those steps.  😞 

[JMT2037]

I've forgotten my fitbit and lost out on the steps, but you can add other exercise on the app. You can choose the right level of walking you do and add the time and distance.  At this point, I know what kind of day I have and how many miles/steps that usually produces.  Then I put that info in as additional exercise, usually rounding down, since intensity throughout the day is hard to monitor.

[SantiR]

@Cntrygal Welcome to the Fitbit Community! I recommend to follow @JMT2037 suggestion to manually log your activity (check @GisselleM's steps). That will give you accurate data and will give you the extra steps you have lost.

Try that out and let me know how it goes! 

[Cntrygal]

Hi, thanks for getting back to me.  I tried that after reading the previous questions/answers.  I was able to "log an activity", but wasn't able to put in the number of steps.  😞

[SantiR]

@Cntrygal Thanks for your reply! There is not an option to enter the amount of steps you did. The manually log will only calculate the steps done and the algorithm will try to give an accurate number. However, I was making some research on the Feature Requests Board and was able to find this suggestion which is asking to have an field to enter the amount of steps. Feel free to vote for it and leave your comment as well. 

Hope this helps! Let me know how it goes!