Fitbit app won’t record step count accurately

[TonyShen]

My iOS app does not keep step count accurately.

On treadmill (start/stop by watch), the count won’t go higher than 115 or 120 steps/min, as if refusing to admit I was running. In fact I was running at about 160 steps/min, with heartbeat rate up to 160 bpm.

Jogging with GPS (start/stop by app) is even more weird. When just finished a 4.5-mile jogging in about 40 minutes, the app would show about 6500 steps “initially”, which is about right. Then, in just a few seconds, the app updated the step count to about 5000, which is definitely wrong. It is again assuming I cannot go beyond 120 steps per minute.

Force-reset the device or phone didn’t help.

What kind of artificial intelligence is as stupid as that!

My Fitbit device is Charge 2

My Fitbit app is the latest 3.12.1 (915)

My phone is Apple iPhone6s, running latest iOS 13.3

Moderator edit: updated subject for clarity

[LizzyFitbit · Accepted solution]

Hi @TonyShen. Welcome to the forums! I'm sorry for the delayed response.

Thanks for explaining the issues that you're having with your steps, as well for the steps tried prior posting. I totally understand your point of view as your data should be updating correctly, and let me help you with this. Since the Fitbit app is updated to the latest version, may I know if you recall to have linked MobileTrack previously in the Fitbit app? MobileTrack is a feature to record basic stats such as steps by using your phone's sensors. If this is linked to your account, it might be the reason why your steps seem to override after syncing your Charge 2 with the Fitbit app.

Assuming this will be the case, you can remove MobileTrack by doing the following:

1. Open the Fitbit app on your iPhone.
2. Tap on your profile icon.
3. Then look for MobileTrack and tap on it.
4. Tap on "Remove From Account"

I'l be around, keep me posted.

[TonyShen]

Thanks Lizzy. I did as suggested, disabling Mobile Track. Will see if it works. Let you know in a few days.

[LizzyFitbit]

Hi @TonyShen. It's great to see you here again. I'm sorry for the delay.

Thanks for taking the time to read my post and trying the suggested steps. Since the MobileTrack feature was disabled from the app, monitor your Charge 2 and the Fitbit app performance for the next days. In case your steps are still being recorded inaccurately, let me know so I can continue helping you with this matter.

I look forward to your reply.

[TonyShen]

Hi Lizzy,

Your suggestions seem work. The step counts are much more reasonable now. Still some abnormalities though, and I am checking if it is caused by my using two phones (both with Fitbit app) simultaneously.

Thanks for help.

[LizzyFitbit]

Hi @TonyShen. I hope you're doing well.

Thanks for keeping me informed. I'm glad that you're getting accurate steps and I appreciate your efforts while trying the suggestions from my post. Since you mentioned to have issues while using two phones at the same time, could you please provide me with more details about that and the steps that you've tried so far? That way I can continue helping you.

I'll be around, keep me posted.

[TonyShen]

Hi Lizzy,

Thanks for your patience with me. My only remaining issue is the APP changes the excises data when I categorizing it. As an example, I did a 5km jog yesterday. Right after the conclusion, APP showed 4,277 steps and 332 calories. But after I categorizing it as a “run”, the data became 4,265 steps and 338 calories.

It’s not a big difference for this instance, but sometimes the difference could be much significant than this. Is it a bug, or some settings that I should adjust? Thanks!