App not syncing correctly with Charge2

[SteffyH]

My iOS App is not syncing the data from yesterday correctly. I walked for 1 hour, while it didn’t add any steps to my total. Also active minutes etc are not correct. 

[MarcoGFitbit]

Hello @SteffyH, have a warm welcome to the Fitbit Community, it's great to have you on board. 

Thanks for bringing this to my attention, have you tried to restart your Charge 2 and your phone lately? Have you experienced this issue before? Is only the information from one day missing?

At this moment, if you have already restarted your tracker and your phone and if your tracker is syncing correctly I would like to suggest you to manually log your activity from the previous day and monitor the tracker and app for the next 24 hours to check if this issue happens again. If it does, my best recommendation would be setting your tracker as a new device to reset the connection between your tracker and your phone. Don't worry, none of the information previously stored in your account will be deleted. 

To set up your tracker as a new device:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. 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"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[SteffyH]

Hi,

none of these steps helped fixing the issue. What I saw is that the issues always come up when a 'walk' is registered through Runkeeper Pocket Track. I turned off that function, and now I don't have the issue anymore. So there is somewhere a syncing issue between the two apps, I guess.

Regards,

Steffy

[MarcoGFitbit]

Hello @SteffyH, I hope you're having a great day, thanks for taking the time to reply and let me know the troubleshooting steps you have performed in order to resolve this issue, I really appreciate it. 

Please note that Fitbit offers an integration with Runkeeper. If you like to link your Fitbit and RunKeeper accounts, please do the following:

1. Sign up for an account with RunKeeper at http://runkeeper.com.
2. Click the magnifying glass in the top right corner and choose Connected Apps.
3. In the top right corner choose My Apps and scroll down to Fitbit.
4. Click Connect to Fitbit. You'll be taken to Fitbit and asked to allow authorization.
5. Log in with your Fitbit credentials.

Your Fitbit account will now be linked to RunKeeper. Please keep in mind that this is a one-way integration, meaning your Fitbit data syncs to Runkeeper but not vice versa. If you run or jog without your Fitbit tracker on, it will not be automatically recorded on your Fitbit profile. If you prefer to use RunKeeper over a Fitbit tracker, you can manually log your RunKeeper stats on the Log section of your Fitbit account.

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