Exercise not being recorded on Fitbit app

[MrsJL]

My Fitbit app is no longer recording any exercise. For example this morning I went for a walk and started my versa 3 with gps to record the exercise.  It is showing on my versa 3 but will not show on the app. Likewise I did a treadmill session at lunchtime, started my versa 3 and it recorded the session but won’t show on the app.  
I’m on an iPhone 12 running iOS 17.6.1

fitbit app version 4.24

I have so far done the following:

updated the app and moved over to google
force closed the app and restarted 

turned my phone off and on 

restarted my versa 3. 
None of this has helped so now my versa 3 is pretty useless. 
I was looking to upgrade to a versa 4 but not if this continues. 
How do I get my exercise logs back please? 

[JustinR71]

This is a known issue.  I have logged it with support (as have others) and I have chased twice, first time to be told it would be fixed in 2-3 days (that was 4 days ago) and again today but they couldn't give me a resolution timeframe, only that it was top priority for engineering.

My only advice is for everyone having this issue to log it with support and reference this thread and also this other thread Re: Exercise days in iPhone app are being lost - Page 2 - Fitbit Community 

Then keep chasing every couple of days until they get the message and get it fixed.

Hopefully the more people that log it the quicker it might get fixed. (I know - blind faith).

[mountainkim]

Glad to see I’m not the only one with this issue! I’m getting annoyed having to take pictures of my workout stats on my Fitbit and entering them manually. I have an old Versa 2 so I thought maybe I finally needed a new Fitbit? But seems that is not the solution…? Ugh! 

[TaylorJags]

Hey mountainkim--I'm curious about adding workout stats manually. I had done that initially, but then found that they disappeared from the app, so now I'm not bothering. Do you find that your manually added exercise history stays visible on the app?

And now I'm experiencing another Fitbit/app annoyance. The step count on the app doesn't match my Charge 6, even after repeated syncing. Thar's new. And maddening.

[JustinR71]

Please can you both raise incidents with fitbit for this - it cant harm if more and more people log it.

There is also an issue with the main screen on the app with step counts for previous days.  For instance today I have done 11,531 steps - Charge 6 and app in agreement. If I'm on the main screen of the app and go to yesterday, it shows 11,531 steps both in the customisable main dashboard but also further down in the detailed sections. However, if I touch on the detailed step section to show the hourly breakdown of steps for yesterday it is correct at 9,127 steps.  This only happens if the previous day(s) are less steps than today - for instance I can go back a week and find 3 days where the main screen is wrong on days where I have done less that today.  Days where there are more are ok.

I will eventually log this also, but I'm losing the will sometimes to interact with support and basically get no help / resolution.

[LeeAnnArizona19]

I will be happy to file an incident report. I've never done one before. Is there a link? 

[TaylorJags]

@LeeAnnArizona19I just composed a reply to you that included a web link and customer support phone number to file an incident report, but it was not allowed to be posted because it had the link and phone number. So... try going to Support (dot) Google (dot) com (slash) Fitbit for the Fitbit Help Center on Google.

Then, if you have time and patience, trying calling the 877 number followed by 623 and 4997.

You might also post on social media. I got in touch with FitbitSupport on X, although they wanted conversations to be through DMs and not public. Still, I think it was worth doing. But, still, I'm waiting for a resolution.

[LeeAnnArizona19]

So...there was an update to the app today and STILL no exercise days showing up. All that data lost? I surely hope not! Come on, Fitbit. This is an exercise/fitness device. Just fix what you broke and let's get on with it!

[Ozzie777]

I have had this problem - just noticed it in the last few weeks, so it is something to do with the iOS app - the only exercise that I can see is "Walk" - this has been autogenerated by the watch - any exercise that I have selected does not show up. 

I have just put the app on an Android phone and signed in (but have not synced with it).  However, I can see all the missing exercises over the last weeks / months that were recorded on my watch (Charge 5) and previously showed in the iOS app.  So that data is not lost - it is the app that is faulty.

[LeeAnnArizona19]

I chatted with Fitbit two days ago and saved the chat, or at least the gist of it:

Manuel: My tech team is aware of it and they are working on it in order to solve the problem as soon as possible

Your device will be still tracking the information so do not worry because your data is still there

It is just that is not showing up on the fitbit app as a visualization issue.

From now we just have to wait until my team solve the problem and we will let you all know somehow

Me: An announcement on the community boards regarding it being corrected would be helpful. People are upset that Fitbit/Google isn't keeping us in the loop. Most of are busy people (like you all) and a simple announcement would be the most effective way of calming everyone down - IMO

Manuel: I understand where you are coming from and I will let my tech team know about your suggestionThanks a lot

Me: (you're welcome - people are happiest when they are informed - at least that's my experience). Thank you for assuring me that my data is still all there in the background. Looking forward to seeing it again in its rightful place on the app. Have a nice day.

[mikeweinberger]

So right! A little consideration and helpful information for their PAYING customers would be nice. 

[TaylorJags]

So…I just got this email from Google:

“Thank you for contacting Google Support.

“We hope we were able to resolve your problem to your satisfaction. Please take a minute to answer a quick survey below about your experience with us so we can improve our service.”

You can be sure I told them how dissatisfied I was and how unacceptable this continuing problem is. The question now: Will they work harder to find a solution?

[LeeAnnArizona19]

What in the world can be so hard about converting back to an app feature that has worked reliably for nine years? <---rhetorical question, of course.  Surely there's a copy of the original software or the person who broke everything can retrace their steps!

[NeilTB]

The Google takeover is relatively recent.

[ironny]

And I thought it was just my app or my Fitbit! Was about to buy another Fitbit, but as others have said, the device records everything, but it doesn't show on the app. It also overestimates my calorie burn. Never happened before in over 10 years of use. Thanks for all the posts,

[k_dub]

That's good to know! 

During my most recent (last week?) with a Fitbit rep, they asked me to uninstall my current Fitbit app version (4.25) and install version 4.26. Told the rep that the only one I could find is version 4.25 and asked if there was somewhere else I could look. The rep said that version 4.26 is expected to be released on or around September 26 and said to keep checking for that update. That was the most promising news I've heard. For almost a month now, my One tracks the steps and records it on the app for that day only (i.e. today). When it's the next day (now "tomorrow") and I go look back at yesterday (which was "today"), the app shows zero steps as if I didn't walk a step and shows a generic calorie burn. So the last recorded day of steps on the app for me is August 26. Frustrating for sure but I know I'm still being active! Interestingly enough though, if I enter my weight or menstrual health, it stays, so maybe manual data entry saves. 

And this past week, I had at least 8K steps disappear from my tracker (and the app on "today" as well), which is a first in the almost 10 years of owning my One. 

[ChloeEliz]

I’m on version 4.25 and yesterday I went for a walk for one hour and 40 minutes. It recorded it with no problems yesterday, but when I went back today to look over my exercise for the week, it now says I only walked for 15 minutes?! The steps and calories weren’t affected and remained correct. Just the exercise duration. Very frustrating. 

[NeilTB]

It’s interesting that, when you search Google for ‘Fitbit issues’ there is nothing found after January 2024.

As if search results are being blocked.

[Amplegirl]

I  having the same issue.  None of my exercise data is being recorded on the app. 
there are a number of other threads about this saying that is now on week 4 and when speaking to Fitbit the have said they are working on a fix but thrrr is no estimated day . Other people have said posts have been removed. 

so we now have a fitness taker that does not track. Some people are to the point of leaving Fitbit and moving to another  brand. 

[TaylorJags]

For those of you switching to the "other" device, how do you deal with the short battery life? For me, that's a deal breaker. I don't want to be charging every day or every other. Truth is, I'm fine with Fitbit when it works -- I mean, when both the device AND app work. I am getting low on patience with this app issue, however, and do feel that as a Premium subscriber, I'm being shortchanged. Once the app is fixed (soon, I hope), I'm going to go back to Fitbit to see how long they will extend Premium features gratis.That should be a no-brainer, to try and build back some goodwill.

[jrose1978]

Update: Exercise days are now showing in the app and all my manually started/ended workouts are appearing!  Really happy it's fixed!