Hourly activity steps not showing correctly in the app

[Jocoop]

My iOS app does not sync all the data from my device. For example I will get my 250 steps per hour and my charge 3 reflects it bit the phone app shows I did not get them for that hour. It doesn’t do it all the time. It seems to have something to do with getting the rest of the steps after the phone syncs during that hour but shouldn’t the device feed the app even if it syncs in the next hour???  Very frustrating. 

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @Jocoop.

I appreciate your participation in the Forums and sharing that your hourly activity isn't properly syncing to the app. I totally understand how you are feeling. I appreciate the additional details and I am here to help. 

Your Hourly Activity goal should show correctly in the app after syncing even if you sync in the next hour. I would like to confirm that our team is aware of this issue and we're working to identify a resolution as quickly as possible. I am sorry for any trouble. I appreciate your patience and look forward to getting you back on track.

I'll be around if you have any additional questions. 

[raquel54]

Having the same issue.  Yesterday, I made a point of tracking this all day.  My device (Charge 3) recorded my Hourly Activity (13 out of 13 hours), but the app stopped at the 7th hour, didn't pick anything up for hours 8, 9, 10, and 11, and picked up hours 12 and 13. 

And this morning, the app picked up hour 1 and 3, but didn't pick up hour 2 (which the device did - it has 3 out of 13 so far).  Hour 2's activity (I was doing a "walk") carried over into hour 3, so I don't know if the app just got confused, but shouldn't it sync with whatever info the device has??  It's not accurately doing so.  

I'm lazy enough as it is ... if I'm not going to get "credit" for getting off my butt, what's the point of using a tracker?   How can I effectively use FitBit to track my progress from couch potato to Zumba star if it doesn't do what it's supposed to?

The Charge 3 app has been disappointing since day 1 --- I miss my FitBit One every day ...☹️

*** quick edit:  a 1/2 hour later, after I synced the app, it LOST an hour of my Hourly Activity -- I only have 1 hour now, after walking more than 6100 steps since before 6am.  What the heck??

[LiliyaFitbit]

Hi @raquel54, it's nice to see you again in our Community Forums. 

Thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate the details shared, I understand that this can be very frustrating and thank you for your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. I apologize for the inconvenience, your patience and understanding while this is resolved is appreciated. I recommend to keep the app up-to-date as the updates come with new features and bug fixes.

Let me know if you have any questions.

[raquel54]

The app was already up to date.  Still happening (shorted me another hour so far today).

I know they're "working on it" ... like everything else you've commented on.  This (and everything else) needs to be fixed ... Customer service is severely lacking.

[LiliyaFitbit]

Hi @raquel54, thank you for your reply. 

Thank you for providing the additional details. I understand how you are feeling and appreciate your feedback and time you took to let us know your frustration since this helps us to keep improving. 

I'll be around if you have any questions.

[Jocoop]

I’ve made sure the app stays open and it still happened 2 different days this week. There have been 2 other occasions where I had the steps for that hour when I synced and it wouldn't update to reflect it. I had to get more steps that hour for it to register on the app as having the 250. 

[raquel54]

Shouldn't have to keep the app open continuously for it to sync properly.  I could understand if the device wasn't registering the 250 steps, but since it's registering the hours through the day where at least 250 were taken, the app should as well when it syncs.  It's picking up that over 10,000 steps were taken, why not all the other info as well?  I guess I should just be happy that it's counting the steps, but that just makes it an awfully expensive pedometer.

[LiliyaFitbit]

Thank you for your replies, @Jocoop @raquel54.

Thank you for taking the time to share your comments and experiences. I understand that this can be very frustrating and appreciate your feedback. Our team is working to resolve this issue and hope to have a fix soon. I apologize for any inconvenience and appreciate your patience and understanding. 

Let me know if you have any questions.

[Jocoop]

Any luck resolving this. I’ve worked my butt off today and I’ve got 2 hours not showing as hard omg fine my 250 steps though I did way more than that. This not only messes up the hourly count, but the daIly and weekly numbers. If it’s on the device there shouldn’t be any issue with it showing on the app. 

[raquel54]

Nope.  Still miscalculates the active hours almost daily for me. 

Heart rate doesn't get picked up on the app 1/2 the time, either, even though it's on the Charge.  And I think the heart rate has something to do with calorie calculations, which is more annoying to me since that gauges me on what I can consume each day.

[Jocoop]

Probably the only reason it’s not happening everyday is I usually try to sync it within that hour??  Sometimes I’ll sync it, the 250 steps will not show achieved on the app so I have to walk around to sync again before it will register “achieving” the hour. It should NOT require all that. 🙄

[Jocoop]

Any progress on this issue. It happened today. It happens several days  a week. I can’t check it for accuracy every hour and keep walking to get it to register,  nor should I have to.