Incorrect information after syncing

[cheryl]

Have a Charge 3. Used the button to track exercise>hike at the start of a hike (that I have done weekly for 6 years, the mountain isn't shrinking). Turned off wifi and bluetooth on phone so they wouldn't conflict. Got to top of hike, used "finish" on Charge 3. It shows 1224 ' climb with little mountain (this is about right).  I have the screenshot. Turned on bluetooth and synced. Phone put 62 floors on the Charge 3. How do I stop that from happening ever again? Why doesn't the tracker override the phone app?

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @cheryl, welcome on board. It's always great to see a new face here.

I'm sorry that you're having this experience. It's strange that the Charge 3 didn't update your details, thanks for bringing this to my attention. I've shared your information to our Support Team and apparently they already took your case under their wings. They're currently working on this and they'll send you an email with more details shortly, Keep an eye on your inbox.

In the meantime, make sure to have your Charge 3, the Fitbit app and your iOS mobile updated to the latest version. Also, turn off other Bluetooth connections when not in use, as this may interfere when syncing.

See you around!

[cheryl]

Thanks. I've been having this problem for several weeks and have reached out to support more than once. That's how I knew to turn off bluetooth and not use "log exercise" in the app while hiking, so they wouldn't conflict. I also did a hard reset of my tracker the day before the hike. The app version updated in the last week to the new version. I'm doing my best to follow the instructions but if phone > tracker then the tracker seems useless. If word gets out, why would people buy trackers?

[LizzyFitbit]

Hi @cheryl. Welcome back. I'm sorry for my delayed response.

Thanks for confirming that you've tried the suggestion from my post. I understand where are you coming from, and appreciate your efforts while working on this. I've been informed by our Support Team that they were working on your case and provided you with assistance. I'd recommend to check their email, so they can keep investigating this situation. If the email didn't arrive in your inbox, spam or junk folders, let me know.

Keep me posted.

[cheryl]

I have not gotten resolution, as in, I have not gotten anything from support that explains why phone > tracker ** on multiple occasions ** on exercise I was using the Charge 3 to track. Until you all figure out what is wrong, I'll logout of the app before a hike, and log back in MANY HOURS later. This is extra work to avoid faulty programming. I'd also like you to submit a support request for a way to permanently stop the app from asking about locations settings. If I have disabled them it's because I want them to be disabled, not because I want a message 40 times a day. 

[LizzyFitbit]

Hi @cheryl. I'm glad to see you here again. I'm sorry for the delay in my response.

I'm sorry to hear that you're still having issues with the information displayed on your Charge 3 and the Fitbit app. I understand where are you coming from as this shouldn't be happening, and let me help you out with this. Just to confirm, does this happen just when hiking or also with other exercises? Also, please attach pictures in your reply that show the information displayed on the Today's screen on the Charge 3 and the Fitbit app. This will help me to further investigate.

Regarding the location services, were you navigating through the exercise tile when the message was displayed? If you've not done so, verify that the OS version on your iPhone is updated to the latest version. Then try switching the location to always, and then back to never.

I look forward to your reply.