Distance appears as 0 after sync

[sara.calhas]

Hello, wondering if you can help. My charge 5 stopped tracking kms. It records step counts but kms do not appear. Anything I should do to have this back to normal? Thanks, Sara

Moderator edit:  updated subject for clarity

[2Flo9]

Ditto, I'm going to leave Fitbit, cancel my premium subscription. It's just a shame so much inaction from Fitbit. and this on essential functions such as distance, or even A basic functionality like changing the name of an activity.

Fitbit despise his customers...

😓

[Johnycoms]

Hi.  I've had this same issue with my Versa 4 for several months.  Contacted Fitbit and they provided a new replacement and this was delivered with same issue!! 😕

There was a new firmware update a few days ago but no fix 

[Choong12]

Hi all,

I'm done with Fitbit.....firstly, the distance sync issue and now my replacement versa 3 completely died after the hardware update....despite using the recommended actions from this thread, it's still not turning on. I think Fitbit really wants to drive all its customers away and shut its business down. 

I have since moved on to Apple watch (since I've an iPhone) and its working fine. I'm leaving Fitbit after sticking with them for over 6 years or more. Thanks for the memories. 

All the best Fitbit and hope you take care of all your remaining customers. 

[ZoeIEa]

Any update on this?  I have a new Sense 2 which doesn't record distance at all.  

[JuanFitbit]

Hi everybody! Thank you for your messages and further information. 

Please be assured that our team is looking into this.
Keep in mind that the issue is on the Fitbit app and not on your Fitbit devices. Changing devices will not change the outcome if you are already affected by this. 

We will be updating the thread as soon as we receive further info . 

Wishing you all happy holidays. 

[LuciHR]

I've been having this problem for at least 2 months now. Getting nowhere with the support team. When will there be a fix FitBit? It's so frustrating!!!

[IainNash]

Current only 'fix' is to turn off automatic stride length in settings. It's
not ideal and it's not a 100% fix but it at least does something ...

We are waiting on the FitBit Gods to throw down a lightning bolt....

[Louza12]

Given up on Fitbit . Was a loyal customer for years but not any longer due to poor functionality and lack of customer care in last year


Sent from my iPhone

[2Flo9]

Hello,

Do you realise that Fitbit has become a laughing stock, a real disaster? My friends gently laugh at me when I tell them I use Fitbit...
Fitbit has become the last of the class of health and sports tracking applications.

You do absolutely nothing to deal with your customers' complaints. Major problems have been there for months without any correction: distance at 0, impossible to rename an activity....
It's just a disgrace! I'm going to quit Fitbit after you refund my Premium subscription.

[2Flo9]

I'm sorry, but I can't believe you when you say that your team is looking into the matter.
What you say is a lie and shows contempt for customers who pay a lot of money for their equipment and subscription.
If your team is really working on the problem, then it's bloody incompetent; Fitbit has been unable to establish a distance for months and months.

[j4gs9]

I wonder what’s happening with the units sold during the current offers?
Black Friday, Boxing Day and New Years sales?

Kind Regards

Jagdish

[Nlubcke]

Brand new gitbit just bought this week (sense 2) and already on day 3 its not tracking distance! Wtf, and fitbit have been "working on this" for 6m?

I'm not happy!

[ZoeIEa]

Mine was a Christmas present and the distance isn't showing

[Louza12]

I agree
Sent from my iPhone

[wicks21]

I guess the more we respond, at least it is pressure on fitbit

[dwin]

There was an important part to @JuanFitbit 's update:

"Keep in mind that the issue is on the Fitbit app and not on your Fitbit devices. Changing devices will not change the outcome if you are already affected by this."

This means they understand it is just the app.

[HelloMate]

Now talk like I've noticed......31 and 1st are public holidays

[Johnycoms]

The issue appears to be limited to app and watch edition.   If I re-register my Versa Lite to my app the issue no longer exists and distance tracks again..  I then go back to Versa 4 and issue returns

[Peter964]

When is this going to be fixed?

[ALarson1869]

I want to note that the issue exists even on the Google Pixel Watch 2, so this isn't limited to pre-Google hardware.