Zip not counting steps

[Pammiesue]

My zip is not counting my steps. I have updated, cleaned it and reset it twice. It will count a few steps after the reset then stops again.

Moderator edit: format

[WendyB]

Since you have reset it several times it is time to Contact Support
http://help.fitbit.com/?cu=1

Im sure they will help you!

[MariamV]

Hey, hey, hey @Pammiesue! Nice to see you around. Adding to @WendyB's post and by what you are describing it made me think that perhaps the side spring may be bent as a result of improper battery insertion or pressure being applied to the back housing. Verify that there is proper contact between the battery and the battery contacts inside your Zip.

You can do this by opening the battery door of your Zip, removing your battery, and ensuring that the silver battery tab located in the lower right half of your tracker is flush with the white box outline in the tracker housing. The process can be followed here. Good luck! 

[thejafar]

I have changed the battery, cleaned the spring and adjusted the spring in the battery compartment.  Nothing changes.  Zip shows proper time, no steps no distance, but has a calories burned amount (that does not match the app on my ipad).  In fact, the Zip will not sync with the ipad app.  It keeps saying I need to tap the Zip to wake it.

[MariamV]

@thejafar thanks for joining us in this thread! I highly appreciate you took the time to troubleshoot this beforehand. Have you checked that your iPad is a compatible device? Click here for the compatible devices list. Also, make sure to follow these steps to troubleshoot any syncing issues your Zip might be experiencing. Good luck!

Keep me posted. 

[thejafar]

I know my ipad air is compatible because i used to have a zip a while ago and the same ipad and the same app worked seamlessly.

Sent from my iPad

[MariamV]

@thejafar great news! Have you been able to sync your tracker by now? Also, did you check the steps I posted to troubleshot any syncing issue? Do let me know. I'll be around!