Active minutes keep disappearing on the Fitbit app

[Johnpstu]

Active minutes are showing up on my Inspire HR but they keep disappearing on the Fitbit app. I’ve uninstalled the app. Rebooted my Fitbit not sure what else to try. 

Moderator edit: subject for clarity 

[poppers]

Looks like the app updated 3 weeks ago - right when this problem seems to have started.  I've only had the problem since yesterday when I updated my app.  Same thing happening, active minutes show up on sync and then revert down to zero.  I tried chatting with customer support and they knew next to nothing about Fitbit so hopefully the "team" is working on a new update that fixes the problem.

[SunsetRunner]

Hi there - this is also happening to my Inspire and I too noticed it started a few weeks ago. One thing I did realize today was that although my app was not showing my active minutes, the desktop dashboard did. Not super helpful since we all live on our phones, but I was happy to see my active minutes were indeed syncing up properly there right after I finished my activity. Thanks! 🙂

[SunsetRunner]

A new update 3.39 is out for

IOS I just updated my app seems like it’s FINALLY fixed 

[Johnpstu]

Yes seems to be fixed

[LiliyaFitbit · Accepted solution]

Hi everyone! Thank you for your updates in this thread.

@SunsetRunner @Johnpstu Thank you for confirming that the issue has been resolved with the new app update 3.39. I appreciate your time and feedback!

For the ones that keep experiencing this issue, please update your app when possible: How do I update the Fitbit app?

Hope this helps!

[Jude_77]

I’m having exactly the same issue although today I’ve lost 98 active minutes from the app & my Fitbit 😕. My step count also went down approx 1500 too which was really bizarre. 
Seems to be a problem, have noticed the last few days this is happening. 

[Jude_77]

Hi

This has been an issue for me over the last few days. Today I lost 98 active minutes on my Fitbit & my app & about 1500 steps too! Can’t understand why it’s happening. 

[GhostofCain]

Following the latest update, my Charge 3 tracks my active minutes but they do not appear on my iPhone after syncing the Fitbit and the phone. I have tried short and long reboots of the Fitbit without success, so my gut feeling is that this could be a bug in the update.

If anyone has any suggestion on how to fix this annoying problem I would be very grateful.

[Jude_77]

I’m still having this issue & my app is up to date 

[GhostofCain]

My app was up to date yesterday when I raised the issue; things are working fine at the moment with my iPhone, so there might have been a bug in the app that was fixed yesterday.

[Jude_77]

 it’s happened today too 😩 all active minutes & some steps gone after my walk today. 

[Jude_77]

This problem hasn’t been resolved. My app is up to date, I’ve deleted & re-installed the app & re-synced by Fitbit but it’s still happening. See below a pic of my steps straight after a walk at 11.14 then again less than an hour later at 12.06. It’s getting very frustrating

 

[EmpatheticSr]

My FitBit is up to date. And this is still happening. For over a month. I am so fookin pissed off. 

[Jude_77]

It’s still happening to me too, Fitbit aren’t doing anything to help either. They reply to me & I reply back but then don’t hear anything. I’m getting fed up with it so much! 

[JKRD]

I have the same issue.  Fit Bit is replacing active minutes with Zone minutes.  Super poor decision I must say.  I have done ALL of the suggestions & the active minutes do not come back.  I have a case opened with FitBit about this.  I am so sorry for your fit bit issues but you are certainly not alone.  Hopefully if enough people complain & blast the forums with this very important problem fit bit will fix sooner than later.

[JKRD]

LillyaFitbit.  Your support is appreciated but can you tell us how long this will be a problem?  I have a case opened for this very same issue; the active minutes no longer available.  Can you tell us why this happened in the first place.  These are the comments from you that would be most helpful to me.  Thanks!!

Update:

Same here. The fixes being suggested are somewhat lame & generic. Hopefully Fitbit will fix this soon. I have a case opened for this issue also. I can let everyone know what happens if it will help since the generic suggestions being offered are not of ay help for this issue. Good luck!!

Did all of that to for my Versa 2. This also began after I updated my Versa 2 & the fit bit app yesterday (march 20). Good luck!!

Moderator edit: merged replies

[EmpatheticSr]

FitBit support replied to me that it appeared there was an outstanding update to download and install. I thought from what I could tell from the FitBit Dashboard on my iPhone that my FitBit was up to date. But I looked further in the App Store at my “purchases” for the FitBit app and sure enuf there was an update available. I did that and it 100% corrected the issue.

[LiliyaFitbit]

Hi everyone, thank you for taking the time to share your comments and experiences. 

@GhostofCain @EmpatheticSr I am glad to hear that you were able to resolve this issue. Thank you for sharing what you did as it may help other members in the same situation.

@Jude_77 Thanks for the details shared in your posts and providing screenshots. I understand how you are feeling and would like to confirm if you have several Fitbit devices paired to your Fitbit account. If you're using only one device, please remove the other device to see if this helps: How do I remove a Fitbit device from my account?

@JKRD Thank you for joining the thread and sharing the details of the issue you're experiencing. I am sorry to hear about the frustration this situation has caused and appreciate your feedback. I would like to advise that with the new update, you can earn Active Zone Minutes and use personalized heart-rate zones when you track activity with your smartwatch. For more information, see What are Active Zone Minutes or active minutes on my Fitbit device? To share additional feedback or if you want the features to be improved, feel free to visit our Feature suggestion board. Here our product development teams consult regularly to ensure we're delivering on what our customers need and want. Since you've been working with our Support team, please keep the communication via email. I know they will do their best to help you.

Hope this helps!

[Jude_77]

Hi

I only have one Fitbit linked to my account, my updates are up to date etc but it’s still happening daily. Yesterday nearly 3,000 steps were removed in total when synced to the app! I don’t understand why this is happening as I’ve never had a problem before but it’s extremely frustrating

when I’ve worked so hard to get them.
Regards Jude 

[LiliyaFitbit]

Thank you for your reply, @Jude_77.

I am sorry to hear the issue persists, I understand that this can be very frustrating. Thank you for providing the additional details. I recommend getting in touch with our Support team so they can evaluate your device's behavior and help you with this matter. Click here to get connected with them via chat or phone.

See you around.