Mobile Track Steps Lost Once Fitbit Sync

[quecmo]

This has happened to me a few times. I take steps while wearing my Fitbit (lets say 500) but forget to put in back on after showering. I also have Mobile Track so no big deal. I collect my steps through the day with Mobile Track (lets say 10,000). When I return home and put my Fitbit back on and sync it, the app says I have 500 steps for the day instead of the 10,000. It seems like the FItbit just overrides Mobile Track. I've even waited until the next day to sync my Fitbit to try and keep the steps from Mobile Track but it always deletes them and makes the Fitbit count my count for the day. Anyone else experience this? Or have a suggestion of what I may be doing wrong?

[VivisFitbit]

Thank you for being part of the Community @quecmo!  Thank you for sharing your experience with us.  To know more about MobileTrack, you can take a look at @DerrickS's post, it provides a lot of useful and detailed information. 

Hope this helps. 

[Eurosid]

I've this exact problem. My Alta doesn't count steps on my elliptical very well.  But Mobile Track gets it exactly right.

Tonight, I do a couple thousand steps on my elliptical. So, I look at the app and it shows I'm over 10,000. 

I sync, and all my elliptical data is just gone.  App shows steps dropping back to where they were before I started on the elliptical.

I was wearing the Alta while on the elliptical. It was sitting on a table. Infuriating.

[JJlivnviv5]

This is a crap answer. You don't even address the question. I just lost over 20k steps because of this problem. The post you reference has no bearing on what this person is having a problem with. 

[KateFitbit]

@JJlivnviv5 Welcome to the Community, we appreciate you checking us out. We've seen some users report on discrepancies when syncing to Mobile Track and trackers simultaneously. The more overlapping data that exists on your account, the more likely it is that your dashboard's accuracy will suffer. If so, you may want to try removing one device and see if that helps. 

[Missdotti]

This is not okay. Fitbit has known about this problem for at least two years now and has done nothing to fix it. 

My husband is a heavy truck mechanic, and can not wear his device to work for fear of breaking it or losing it in antifreeze or something. So he uses his phone to track while at work, since he can put his phone in a Lifeproof case to keep it safe. It took him most of a week to realize his Fitbit device would override his entire day once he put it on when he got home. 

Fitbits know what time it is, there's no reason whatsoever for the devices to think that all the data collected before five PM is irrelevant and just erase it. There should have been a fix by now. 

[Munzzz]

Horrible, unhelpful and unappreciative of the customers who want to stay loyal to this brand. **ahem** it I'm out! 

[Lempi]

This problem is STILL happening.  I forgot to put on my fitbit after swimming and lost two days of mobile tracking data.  On 10/22/2018.  There should be a time stamp for mobile tracking.  

[Lempi]

It is absolutely shameful that this problem has not been addressed by fitbit.  It shows a complete failure to address data quality issues.  This post was written on ‎02-10-2016 05:40, and I experienced the exact same issue on October 21, 2018.  That's a disgusting length of time for a software company to let a known bug languish.  

I experienced the same thing- exercised in the morning wearing fitbit October 21.  walked 1,103 steps.  Took off fit bit and forgot it.  Used Mobile Track for the rest of the weekend.  Mobile Track recorded an addtional 6, 984 steps.  I know this, because this value was reported to MyFitnessPal by Fitbit at close of day: 

The next day, Monday October 22  I walked 15,890 steps.  This was also logged by MobileTrack and reported to My Fitness Pal.

The same data is borne out by Google Fit

at about 8:30 pm on Monday, I finally get my fitbit tracker back.  I put it on.  A few minutes later I look down and see TO MY HORROR that all my Mobile Steps have been purged.  the Sync overworote the Mobile data with the data from the device.  OH MY GOD THIS SUCKS.  

without my  MobileTrack data, my step data is reduced to 1103 for Sunday and 648 steps for Monday. No amount of resyncing or swearing or contacting Fitbit can get my data back.

Of course I am very irritated.  So I contact Fitbit and they give me the runaround.  ask me if I have updated software.  If I have force restarted the app.  All sorts of insulting help desk runaround.  But the simple fact is, this is a big nasty GAPING data quality issue.  Uers have given them over two years to address it, but they haven't bothered.  

[Lempi]

I believe that the Community Support workers at Fitbit have completely dropped the ball with this bug.  It should have been escalated to a higher tier, and bug tested and been fixed by now. It is completely unacceptable to delete consumer data.   If there is no data integration capabilities between MobileTrack and wearable devices, that should be clearly stated. I suspect help desk workers are not technical enough and are probably too poorly compensated to recognize a critical flaw when they see one.

I just bought a charge 3.  I feel that Fitbit doesn't deserve my business. 

[Eurosid]

If a time period shows zero steps from the wrist unit - but steps recorded
by the phone - it should be obvious what to do.

It's pretty clear that Fitbit just doesn't care about this. Make of that
what you will.

[sealthedeal]

I'm having this exact issue as a new Fitbit user, fully anticipated that the Fitbit app should be able to reconcile mobiletrack data and data from the wearable. For my use case makes it very difficult to justify keeping. 

[SunsetRunner]

Add me to the growing angry list. I left my Fitbit at home after showering. Was thrilled to find the Mobile Track feature. Came home and synced to find my 3k steps gone and replaced by 250. Not happy at all!!!!