RESOLVED: Distance travelled does not match distance logged

[DerrickS]

Fitbit Update 03/09/17

Hi everyone -- Some good news to share! This issue should now be resolved!

If you were previously experiencing this issue on iOS, please try it again as our team has pushed out a fix. Feel free to give me some feedback about your post-fix experience. Thank you for your patience as we worked to get you all back on track.

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Fitbit Update 2/28/17
It was recently brought to our attention that some iOS users are experiencing their mile splits for GPS workouts don’t add up to the total distance of their workout. Our team is aware of this issue and is currently working towards a fix.

[Mish-parfs]

Just as everybody else who has posted here I am also having the same issue and thought when yesterday's update (2.33.1) came through we may have had a fix, but no if anything it has gotten worse. The app used to under report by about half for me now after today's walk it shows just over 100 meters for a 5 km walk. Disappointed is an understatement.

ios 10.2.1

charge hr

app 2.33.1

[Aholler]

On my last walk it is showing a completely different route then what I walked. It has the Poper time,day and distance but the wrong map. The proper map is to the right if you touch the arrow to the right of the wrong map.

Moderator Edit: Clarified Subject.

[5guches]

I am also having the same problem with my actual mileage not being the same as my Fitbit mileage. This has been going on since 2.21. Is there a fix yet?

[kelsigle]

When can we expect a fix to this issue? There have been 2 updates since it started happening and it is still not solved

[Beautiful_storm]

I hope y'all realize how frustrated people are getting with these issues with Fitbit's inaccurate data. We all have spent good money on a device that is not working accurately. It is only an matter of time before people start asking for refunds and this becomes a news headline. I would suggest that this issue with the device's inaccuracy be escalated to a department that can resolve it as soon as possible. People put their trust in the Fitbit products by investing  their hard-earned money, time, and fitness goals. It is only right that the product does what it is supposed to do, or it's false advertising. Nowhere in the marketing for the Fitbit products does it mention that the  "devices will provide inaccurate fitness tracking data."  I did not decide to spend $200 on a device that was only going to work effectively for a couple of months.

Also while I'm at it why haven't we been notified about the Fitbit passwords being leaked. I would have expected an email notification informing me of this and telling me to change my password, instead of being notified to change my passwords by a friend who works in Information Security. 

People have been reaching out to y'all for several weeks and y'all still have not figured out how to fix your issues. Y'all are letting your loyal customers down and I really hope y'all are working diligently to find a solution that restores our faith in your company. Remember word of mouth travels faster when it's a negative experience and there's nothing positive about buying an expensive product that doesn't work or last more than a couple of months. 

I really hope this reaches someone with the authority to get things resolved quickly and correctly. 

[Cuteashook]

1. What type of iOS device are you using?

iphone 7plus

2. What iOS version is your device running (ie iOS 10.2, iOS 8 ,etc)?

iOS 10.2.1

3. Were you using the Apps GPS, Surge's built-in GPS, or Charge 2/Blaze's Connected GPS to track your workout?

I have the Alta so I was using the Apps GPS tracking

4. Does force quitting and reopening the App help?

no. I have also logged out, restarted my phone and logged back in as suggested by one of your mods. This did nothing either. 

The issue started about 20/21 February. It is making the app completely useless for me. 

I can can track my mileage, pace etc. right up until I finish the workout and then it messes up the figures. 

As as you can see in the attached photo, the splits are recorded accurately, but the totalled figures at the top for mileage and pace are totally out. 

I walked 6.29miles on the journey but only 2.33miles was logged and my pace was 1 mile per hour!

[kelsigle]

I am using an iPhone 6s, a Blaze device and am having the same problem. I run 8 miles and it says I only went 0.23, 2.2, or 4.3 miles, it is totally arbitrary. I am using the GPS application within the Fitbit app, starting it on my phone as soon as I start running. I too have tried rebooting with no resolution of the problem. The problem started on Feb 22nd. I run every day so I know exactly when it started. This needs to get fixed asap!

Kelly
Sent from my iPad

[Duckpizza]

Could not agree more. Come on Fitbit, get your act together. I was hoping yesterday's Fitbit app update might fix things, but no, my 8.27 mile walk this morning has been recorded for posterity as 1.5 miles. Great. 

[Gayle77]

Raging doesn't describe how I am feeling just off the phone with a girl called Emona who says that no complaints have been logged about this issue!! When I said I wanted a refund she advised that because I didn't purchase the Fitbit charge 2 from Fitbit direct the can't offer me a refund! I have to take it up with the shop that I purchased it at!! Also when I was reading through all our complaints so she realised I wasn't the only one with this issue she basically said that she didn't believe everyone on this forum!!! Worst customer service or what!! Anyway only thing of worth was she advised to unpair device and re pair it with my phone! Will try it but don't think it will help with this issue. Awaiting a call back from one of the customer service managers! 

[Cuteashook]

I doubt many of us bought our devices directly from Fitbit. I know i didn't, but their Fitness Tracker is not tracking fitness, and that is a big issue. Hopefully they get this sorted sooner rather than later or I will eventually be contacting Trading Standards here in the UK

[Beautiful_storm]

Well if they don't have a record of this I'll just try to reach them via Facebook. That's absolute B.S. 

[SunsetRunner]

I have the same issue as everyone else... The splits and map are okay but the final data are wrong... Will this be solved soon?

[Mtnbuckaru]

Contact Fitbit through their Twitter direct message. The more people the better. It feels too much like Fitbit is ignoring us on this despite the occasional posting by forum moderators who only comment when merging different threads.

[tracey2]

Nice idea, @Mtnbuckaru I sent a DM to Fitbit Support with a screenshot example. Two weeks of this nonsense is more than enough.

[Clicker75]

1. What type of iOS device are you using? iPhone 7

2. What iOS version is your device running (ie iOS 10.2, iOS 8 ,etc)? 10.2.1

3. Were you using the Apps GPS, Surge's built-in GPS, or Charge 2/Blaze's Connected GPS to track your workout? Apps GPS

4. Does force quitting and reopening the App help? have not tried that, but do get a notice occasionally of poor gps tracking

[MarcoGFitbit]

Hello @Aholler, I hope you're having a great day, it's nice to see you around! 

Is this the first time you've experienced this issue? Have you updated the app recently? We have just released a new version of the app a couple of days ago that was released to address some bugs affecting it. 

If you're running the latest version, please force-close the app by double tap the home button and swiping up the app. If that doesn't seem to work, please log out from the app, restart your phone and log back in. Additionally, if the maps are still showing incorrectly in the exercise preview, please reply to me with a screenshot of the incorrect and correct maps so I can check this further. 

Thank you for your patience, if there's anything else I can do for you, please keep me posted. 

[Beautiful_storm]

I messaged them on Facebook and left a comment on one of their advertising posts. 😄 Someone will have to address this sooner or later

[Beautiful_storm]

Some one responded to my comment on Fitbit's Facebook page. We'll see what happens. I gave them the title of this discussion so they can locate our comments. I also took a screenshot of my Facebook comment just in case it "mysteriously" disappears. 

[Beautiful_storm]

Also try to reach them via social media. I posted on Fitbit's Facebook page and commented on their most recent post and someone responded asking for more information. 

[Redwalker84]

My distance is way off. Just got back from 5.23 walk/run. App shows 0.42. Now that's a big discrepancy.