Disappearing steps

[Abigs22]

Each day my Fitbit will correctly count my steps, but by the next day, it will say I have 0 steps. This has happened since Wednesday. So Wednesday-Friday says 0 for each day. What should I do? My app is updated to the latest version.

[LucyAP]

Hey hey hey, thanks for stopping by @Abigs22! This sounds really weird! What you can try is to restart your tracker and if this doesn't work please set up your tracker as a replacement device. 

I hope this helps, please keep me posted with the outcome! 🙂 

[Debbie71]

I've had the exact same problem. When you say restart your tracker what do you mean? Switch off my charge hr?

[DerrickS]

Hi @Debbie71,

There isn't a way to turn your Charge HR off and then on, but you can restart it.

Click here for instructions on how to restart your tracker.

Hope this helps you out!

[Debbie71]

Yes, it restarted ok thanks but I still have 0 steps for yesterday- shouldn't this have restored?

[LucyAP]

Thanks for the assist @DerrickS! 🙂 This doesn't sound like the normal behaviour @Debbie71. In this case, I'd like to recommend contacting our Customer Support team via email here or you can call (877) 623-4997 between the hours of 4am-8pm PST Mon-Fri and 6am-5pm PST on weekends. I am sure they will be more than glad to further assist you. Just let them know the troubleshooting steps you performed so you can skip them.

Please keep me posted on this situation, let me know if you have any questions! 🙂

[Debbie71]

Will do, thank you!

Sent from my iPhone

[Abigs22]

@LucyAP I tried restarting it last night but woke up to all my steps gone again (also hasn't been tracking my sleep like it used to). This morning I tried setting up my tracker as a replacement device so hopefully that helps.
Thank you for the suggestions!

[DerrickS]

@Abigs22 If you are still experiencing trouble after restarting your tracker and setting up your tracker as a replacement, I would then recommend reaching out to Fitbit Customer Support. They'll do their best to help you get back on track!

[Abigs22]

Thank you @DerrickS. Setting up my tracker as a replacement device did not work so I called customer service and they'll be sending me a new tracker in the mail. I guess that's one way to fix the problem. Thanks for all the help!

[LucyAP]

Thanks for the updates @Debbie71 and @Abigs22! Good luck with Support! I'm sure that Support will provide a quick resolution for this and will do their best to help you get back on track as @DerrickS said. 😉

Have a wonderful Tuesday! 🙂

[Debbie71]

Sorry, not impressed with customers services, more steps have now disappeared, restarting and re-adding device have not worked. They told me I hadn't synced my device since 6 February but I sync it several times a day!! just spent 15 minutes of my life that I can't get back to be told there is nothing they can do for me, my data is lost & engineers are working on the problem but there is no way of them being able to inform me when the problem is resolved. Not a happy bunny.

[Jbrzuski]

My steps from the last few days have disappeared. I synced my Charge HR on both Monday and Tuesday of this week successfully, but today my data from those days is gone.

[LucyAP]

Thanks for the update @Debbie71! I really appreciate the feedback regarding Costumer Service this feedback keep us improving our services and products. Regarding your tracker, you mention that now is syncing; I have a couple of questions about your tracker and how is syncing:

• Is is syncing normally or it takes a long time to sync?
• Have you tried syncing with the computer?
• The missing steps are only missing from the app or are they missing from the Online Dashboard (Fitbit.com) too? 
• Have you logged any manual activity for the days that steps are missing?

Keep me posted. I would to love to get you back on track! 😉 

[Debbie71]

Thanks for following this up. Yes, it's taking a really long time to sync, it didn't when I first got it & it's only about 6 weeks old.
No I haven't synced it via a computer, I would have to do that at work & haven't had time to do that. Not sure whether it has disappeared from Fitbit.com but I will check, but all data for 2 days is gone too, sleep heart rate etc. I have added steps in manually, but that is not really a great solution and not at all accurate. Wish customer services had been as helpful as you! Thank you

[LucyAP]

Thanks for the lovely reply @Debbie71! At the moment we are experiencing some issues syncing with the Charge HR and you can read some tips about this here. This issue is why your tracker is not syncing as quick as it used to. However, I think that if your app is showing information it may mean that your tracker is syncing and sending the information to the server from time to time. So, I think that if you check Fitbit.com you will see your missing steps. Remember that you can check your Dashboard using any search engine like Safari, Google Chrome, etc. in any mobile device too. 🙂  

To help you further with the app, I think that if you log off from the app, force quit the app and reboot the phone it may help.

I hope this helps, keep me updated! 🙂 

[Debbie71]

Thanks for trying to help, but still no luck, the only steps that are on the Fitbit.com dashboard are the ones I manually put in. All other data for 2 days has totally gone & despite following the suggested rectification steps it has not resolved the problem.

[Sarahmentzer]

My steps are only being tracked for the current day. When I check the app the following day all the previous days say 0 steps and it's only tracking today's steps. This started on dec 18th and I can't get it stop deleting my steps. Can anyone offer advice?