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RESOLVED: Lost steps when syncing multiple trackers

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‎06-07-2017 11:00 - edited ‎06-14-2017 15:46

‎06-07-2017 11:00 - edited ‎06-14-2017 15:46

6/14 Update: This issue should now be resolved. If you previously unpaired a secondary tracker, we encourage you to pair it back to your account and resume using multiple devices.

Thanks everyone for your assistance with investigation, as well as your patience while we worked to get this corrected.

We are aware that some customers are seeing a decrease in steps when syncing with multiple trackers. Our team is investigating this situation, and working to ensure that multiple trackers on a single account are able to sync without issue.

  

If this has affected you, we recommend having only a single tracker paired to your account until it is resolved. We will update this thread when we have an update.

 

Apologies for the inconvenience, and thank you for your patience!

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164 REPLIES 164

‎06-14-2017 21:29

In response to Coutlay

‎06-14-2017 21:29

Omg!! Thank you!!! I'll have to double check everything conduct that small experiment! But thank you!!! 

Best Answer

‎06-14-2017 22:32

In response to MatthewFitbit

‎06-14-2017 22:32

Still losing steps when syncing between my HR and Charge 2. I had 12,601 for 6-14-17. I synced once I got home at least 50 ft from my Charge 2. I was down to 10,968 for the same day. Help. The thread says problem is resolved but I don't think it is for me
Thanks
Trena

Sent from my iPhone
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‎06-14-2017 23:58

‎06-14-2017 23:58

NOT RESOLVED!!! This was not just an issue with multiple trackers! I have a charge 2 Fitbit nothing else and it is not syncing! Please resolve this problem it started the same time everyone else started to experience problems. 

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‎06-15-2017 07:57

‎06-15-2017 07:57

Thank you!

Best Answer

‎06-15-2017 13:51 - last edited on ‎12-02-2024 07:29 by Fitbit Moderator

In response to SunsetRunner

‎06-15-2017 13:51 - last edited on ‎12-02-2024 07:29 by Fitbit Moderator

@SunsetRunner, @katie_van, @maureenv2, @Lpowerslp Glad to hear things are working for you all! Smiley Happy

@CorgiLover I'm sorry to hear this. I would suggest trying to log out and force quit the app, restart your phone and log back in. Hoping this helps get you back on track. 

@Claireconniffe If restarting your Charge HR doesn't help the situation, let me know a bit more about what you are experiencing. 

@Olivia1992 This issue should not affect syncing in general. I would suggest checking out this article for syncing tips and troubleshoots. 

Hope this helps! 

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