Mobile Track + Flex = lost steps

[thebald1]

This morning, I went for my walk, ~40 min, 2+ miles and 4890 steps (checked as soon as I walked in the door).  When I got home, I realized my Flex had fallen out of the wristband and had been in the pocket of the previous day's shorts.  No big deal because mobile track had the steps.  A few hours later at work, I check my steps, nearly 7k - this done primarily by the Flex tracker because my phone was stationary at my desk.

Sometime in the afternoon, I checked my steps and they were cut in half.  I checked my exercise log and it shows 0 steps and 0 active minutes (was 4890 and 42, respectively)!  What happened???

This is the first time steps have vanished on me like this without any sort of explanation.  Numerous times in the past I've forgotten my Flex or it's died, but the app has always reconciled between the two.  I've even done this EXACT scenario before and not lost the steps.

A couple of things:

• Fitbit app version 2.26.1 (572)
• iPhone 6
• iOS 9.3.4

Current step count according to Fitbit app - 4550

Current step count according to iPhone Health app - 9378

Any ideas what happened? Is it even possible to recover the steps?  I've tried restarting the tracker and my phone to no avail.

[SantiR]

@thebald1 Welcome to the Fitbit Community! That is strange! The restart you did was good. Have you experience that since the restart? It should not happen again. Yes, there is a way to recover those steps; you can manually log the activity (check @GisselleM's post). This option will give you accurate data regarding the activity and you will be able to recover the steps. 

Try that out and let me know how it goes! 

[iantj]

This has now happened to me at least twice, over the course of a year or so.

So it is obviously an intermittent issue.

For the latest, I am certain that the fitbit app showed the steps from mobile tracking. After I wore my fitbit, the mobile steps were lost (the whole time range gone).