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

[JuanFitbit]

Hi everybody ! Thank you for your messages. 

Please if you are having other issues besides the Distance shown as 0, please open a new thread or post on a dedicated thread about it. 

In here, we will be only address and comment post about the main issue. 

This will help us avoid any confusion, keep the Community in Order and for you all to get the important info as the same time. 

[2Flo9]

Okay, but so many problems have gone unaddressed for months... Your customers don't know where to write or who to contact. Do you understand?

Fitbit really seems to be abandoning its customers with their problems. Every time I use Fitbit with my Google Pixel Watch 2, I run into a problem...

We're just helpless...

[Mercedesturu]

I am having the same problem not tracking my miles. I tried adjusting stride length and still not working. What else I can do? You have had this problem since 2016 as I have just been  reading the messages!!! I do not think you are doing anything about this!?

[EthanM05]

Same thing for me, my watch shows steps, but distance is always 0.00 miles. It’s still recording it, since I can find it in the app distance is used to get the step count, the watch just hasn’t shown the distance for the last couple months.

[wicks21]

My Sense 2 produces random maps each time I do a timed walk. 5 of 7 days it's wrong. Previous Sense 1 was pretty accurate. Regretting the "upgrade"☹️ and no help from Fitbit 

[Mercedesturu]

Hello, I just did this and is working now!! You will need to enter the stride length yourself in Settings, but is a problem that Fitbit needs to resolve.

[Matt1982]

Strange it records on the app, just not on the watch.

[Mercedesturu]

Now it records in my watch too!!

Sent from Outlook for iOS<>

[JuliannaW016]

While I appreciate the info, it isn't a fix, it's a workaround, so I think marking this one as "Solved" is misleading.

Seeing that this issue started last summer and still isn't fixed is discouraging. 

 I'm encouraged repeatedly by FitBit to upgrade to a premium account but what's the point in that when a basic feature that is supposed to be part of the watch isn't working, more than 6 months after an update broke it?

I've had several Fibut devices over the past 12 years and have always found them perfect for what I want to track, from swims, to walks, cycling, and hiking.  

I hope an actual fix to this issue comes soon for all of us.

[AundreaMc]

Hello, I am very upset that my Versa has not worked since the 2024 upgrade. I contacted customer service several times and the issue was never resolved. The representative sent me an email advising to purchase another Fitbit Versa 3 or any Fitbit tracker. Horrible that their suggestion is to place the burden on me, the customer, because of Fitbit's upgrade issues causing my Versa 3 not to work. Can you help please? Thank you.

[Johnycoms]

Hi all

I think this may have been fixed.  Since last years Fitbit App upgrade, the auto walking stride length value was wiped out.  This meant your walking distance and pace couldnt be tracked.

Since yesterday the walking stride length is now automatically set and a value is present and distance is now tracking 😀

[Johnycoms]

Further to this, my App updated to version 4.3 110222988 automatically.  This update is dated 20/2/2025.  Not sure how quickly it is propagated to everyone.

To stress to everyone, the issue isn't the Fitbit device but the App.  Sounds crazy I know.

Go into Fitbit Settings, then Exercise, then Stride Length.  If you have value set for walking, then you are in business.

[EthanM05]

Yeah, it’s been fixed for me too

[JuliannaW016]

I had to enter a value to get the stride length to actually compute the distance walked.

Can you confirm you have your tracker set to "set automatically", and it is now working to track your distance?

Thanks for clarifying!

Julianna

[joegun]

I tested the "Auto" setting on the stride length and it now shows a value where it was "--" before. So it seems to work. Version 4.37.

[Johnycoms]

Yes, delete the manual stride length you set and return settings to auto.  It may have to learn your stride length based on some usage, but it will then populated this setting with a value.

[JuliannaW016]

Fantastic, thank you for clarifying!

Wouldn't it have been great to have been notified by Fitbit of this major fix!!??

Thankful for community willing to help each other out.

Cheers,
Julianna

[JuanFitbit]

Hi everybody! Thank you for your messages and information. 
Our team has worked a fix for this. 

As some of you have already confirmed. 

Please make sure to have the latest Fitbit app installed, where the fix has been included. 
And sharing the tips found on the thread, try to put the stride length into automatic recognition. 

We appreciate all your work and patience with this. 

Please share over here, if the fix has worked for you  or if the issue persists with the app update. 

[wicks21]

@JuanFitbit could you please confirm version number of the app?

Thanks 

[Backpacker1979]

WOOOOAHHH!! Awesome!