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. 

We still haven't received an update on how long this will take. But our team has this problem as one of their priorities to solve. 

@AlisonTB Thank you for reporting about the readiness score.  Please, to keep this thread on topic, I suggest you open a new one, should you have difficulties with other features. This also help us avoid confusions on the main topic.

[GeorgiaB1991]

Can we please have an update on this? A time scale? It is incredibly frustrating. 

[2Flo9]

Yes, it's incredible that such a bug hasn't been solved yet.
So many other problems remain despite several reminders over weeks and months (e.g. impossible to change activity type, incomplete GPS tracker....). Fitbit is no longer worth its price. I think I'll be moving on to another solution very soon...

[HelloMate]

2Flo9

Same.....been loyal to this company for more than ten years, but somewhere limits are met----->When Google bought Fitbit, it has only gone downhill....customers are no longer listened to and own (google products) are put first in priorities

[Aforanita]

To add to this I have a new problem of fitbit disconnecting with my phone every few days and refusing to connect via bluetooth. I don't even feel like starting a new thread on that 😕 distance continues to be an issue.

[JuanFitbit]

Hi everybody ! Thank you for your messages, feedback and comments. 

As already mentioned, our team is working on solving this. 

Just jumped in to remind you all to keep this thread on topic. This to avoid any confusion or deviate from the conversation. 
If you are having difficulties with other features besides the distance not shown, please pot it on the tread dedicated to it or open a new one. 

If anyone hasn't done so yet, please update the Fitbit app to the latest version (4.26.1) 

[ALarson1869]

Also wondering when this will be resolved...

[Backpacker1979]

It won’t be resolved. It’s been months. 1000’s of people with the
issue…Fitbit/Google just say they’re working on it. Time to say goodbye
👋🏼

[Lisenco]

Have a fitbit Sense I bought September 2023. Since this morning only my steps are being tracked, not the distance. Tried upgrading the app and kilometres not tracking on the clock, only shown on the smartphone (iOS) app. Synched the watch and kilometres not shown on the watch. Tried to add the stride length manually, still no showing the distance on the watch. Please any advice would be appreciated. Watch does not show distance and only steps. Yet distance is show on the smartphone app.

[2Flo9]

Really you can't say you are working seriously  to solve the problem.. I'm sorry to say that, But I think there is a real incompetence and contempt for your customers. It's been too long now that the panade has been going on.

[TEKWIN]

Okay, I will try again. I have still been experiencing this issue. My Fitbit sense does not show mileage on the watch unless I set a GPS exercise. It has been over three months. Are there any updates? Fix coming soon? 

[dwin]

@TEKWINHave you gotten any response?

[Louza12]

I gave up on Fitbit months ago now. Don’t use mine anymore as it is dysfunctional


Sent from my iPhone

[Louza12]

I felt the same as a long standing customer and supporter of Fitbit. I’m afraid I have now given up 

[danit84]

I’m really, really disappointed at the lack of commitment and engagement from Google here. So many people invested in Fitbit for different reasons and since taking over a Google can’t resolve the most basic of malfunctions. The fixes proposed are basic and aren’t permanent. The tone elapse is significant and constitutes very poor customer care under the consumer rights act 28days is reasonable to resolve a customer complaint prior to compensation. I raised my complaint months ago and nothing direct to me has evolved! What’s the real issue here ? 

[coolyourboots]

100% agree. Also any time I say anything in this thread, it gets deleted, and I get a DM from their moderators telling me I am violating their T&C.... it's infuriating. I am done with Fitbit.

This is a a higher up initiative. The mods are just mods, nothing more. There is no point in them continuously giving updates if there isn't any. The real problem is Google, and their desire to dissolve the Fitbit brand and get people to switch over to Google Pixel which LOL, like I'd ever do after this expereince.

[AlisonTB]

@coolyourboots , my feelings exactly. The final nail in the coffin for me is the latest synching/ pairing issue, on top of the distance tracking problem and rubbish GPS tracking. I will never touch another Google product, and have even switched to an alternative web browser. My Charge 6 is only 6 months old, but I can't even be bothered to contact support for assistance, even though I am sure it is faulty - the screen doesn't even show the time any more. I am putting this down to experience, and will vote with my wallet by shopping elsewhere.

[TEKWIN]

Nope

[Eleanorjn]

I don't know if it will make any difference to getting the issue fixed, since it has been going on so long, but just wanted to add that I am having the same issue. My fitbit sense 2 tracks distance for runs and bike rides, but not for walks. In fact, even if I drop down to a walk during a run, it registers my speed and distance as 0 during those sections, so my stats for the whole exercise are not accurate either!

[RebPet]

Hi, I had the issue so added my walking stride manually. It fixed the issue going forward but I was also promised that there would be a retrospective fix to correct the missing mileage. This gas never happened.It's just really poor customer service.Sent from my Galaxy