App not counting steps.

[Bonkerz111]

Hi I was just checking my app and noticed that none of my steps have been counted ( even tho I've normally about 8 thousand by now ) the only ones that are on there are my steps from this morning when I had my blaze on. Does anyone know how to fix this ?

[wmchapman]

Good morning Bonkerz, here are some step by steps for manually entering those missing steps.

Have a terrific morning, welcome to forum, hope this helps bud 🙂

manual

[Julia_G]

Hi, @Bonkerz111, were you trying to track your steps using MobileTrack on the Fitbit app when it didn't work?  You might want to have a look at the MobileTrack FAQs for more information on this.  

You will need to be wearing your Blaze or else you will need to activate MobileTrack on your phone in order to track steps.

[Crwiki]

You're not alone. I haven't had stept tracking for the last month and my app is up to date. It's obnoxious.

[DjHo1]

My iPad app also just quit listing steps. The Fitbit has them, but steps is not an option on the iPad. I logged out then logged back in. That did not change anything. This seems to be a common problem, any ideas?

[Esconopeles]

I am having a similar problem.  Just in the last few days my Fitbit has quit reporting my steps to the WeightWatchers app.  This just started this week.  Also I con't seem to be able to access my Fitbit Connect app.  No idea what went wrong,  Did somebody update something and forget to let us know?

[MarcoGFitbit]

Hello @Crwiki @DjHo1 and @Esconopeles, thanks for joining the Fitbit Community, it's great to have you on board. 

@Crwiki and @DjHo1, I appreciate you have taken the time to report this situation; tell me, are you using a Fitbit device and your steps are not syncing or are you using MobileTrack on your iOS phone/tablet? If the step tile is not showing in the Fitbit app 

 is because of two different reasons:

1. Your tracker has been removed accidentally from the account: To check this, please tap on the Account button and verify that your tracker is listed under your Name. If it's not, please set it up as a new device:
   • Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
   • Choose your tracker and follow the onscreen instructions to continue
2. The tile has been removed from the Dashboard and is now invisible: To verify this, please scroll down until you find the Edit button. Tap on it and the invisible tiles will display a plus sign on the top left corner, tap on the plus sign to make them visible again. 

If you don't have a tracker paired to your account and MobileTrack is not counting your steps, please got to Account > MobileTrack and remove it form the app. Then, restart your phone and add it again. 

@Esconopeles, if your steps are not syncing with Weight Watchers, please refer to the following post by @MarreFitbit with instructions that will be helpful for you. 

I hope this can be helpful, if there's anything else I can do for you, please feel free to reply. 

[Crwiki]

I am using my phone and although I have removed "Mobile Track" and restarted my phone, multiple times, it has not tracked properly in well over a month. 

Moderator Edit: Removed Personal Information.

[Esconopeles]

I finally stumbled onto the solution to my problem. I had to restart the Fitbit app on my iPhone. When I did that I got a message saying something like "Wait a minute while we clean things up for you." When it came back up it was working fine. Go figure. The true beauty of technology is that it can come off the rails in so many different places that solving a problem is often a matter of blind luck.

-Gene

“We shall not cease from exploration
And the end of all our exploring
Will be to arrive where we started
And know the place for the first time.” -T.S. Eliot

[MarcoGFitbit]

Hello @Crwiki and @Esconopeles, I hope you're doing well, thanks for taking the time to reply. 

@Esconopeles, I appreciate you have come back and let me know that after updating the app on your iPhone the issue seems to have been resolved, I'm very glad. 

@Crwiki, at this moment, if you haven't done it yet, please update the Fitbit app. If you have already updated it, please try to uninstall the app, restart your phone and install it back. If you're still having trouble with MobileTrack, please reply to me with the following:

1. iPhone model you're currently using.
2. OS version running on your phone. 
3. App version currently installed in your phone (go to Account > help to get it)

I hope this can be helpful, give it a try and let me know the outcome! 

[Crwiki]

i have done everything you have requested. Once I re-sync it will track for that day but not again. I am using a Pixel XL which uses Android 9 as its OS.

Moderator Edit: Removed Personal Information.

[Esconopeles]

I am running the Apple OS on my iPhone. I am not sure what would happen if I did not open the app on my phone every day, but for now it is tracking my steps and transmitting those numbers to the WeightWatchers app. I will post here if I have any further insights into what is happening.

-Gene

Moderator Edit: Removed Personal Information.

[MarcoGFitbit]

Hello @Esconopeles and @Crwiki, I hope you're doing well, thanks for taking the time to reply. 

@Esconopeles, I appreciate you have come back and let me know that your Fitbit is tracking your steps and the steps are getting transferred to WW. Please note that Fitbit tracker can store up to 7 days of detailed information, so in case you forget to sync one day, you can always sync the information the next day without risking losing any. 

@Crwiki, I appreciate you have come back with the information requested. Please note that our team is currently aware of this situation happening with Android Pie (9.0) and are currently working on a prompt and proper solution. For the time being, please keep an eye on this thread in the Android board and if you need further assistance, please post your reply here, as this is a thread and board specific for iOS devices, this way you will help us keep the Forums organized. 

Thanks for your patience and understanding, I hope you have a great day! 

[Kpl704]

My Fitbit Zip isn’t capturing steps from my device to the app.  I have logged out and back in on the app, updates the app, changed my password and turned Bluetooth off and back on. No luck.  Any other suggestions?