Steps and step details are often off significantly

[H20skibum]

Charge 3 (one week old)
IOS version 12.2 on iPhone 6S
Fitbit app version 2.92 (826)

The steps and step details are often off significantly!!

Step 1 - I select the step tile, which gives me my step total for each day.

Step 2 - I select my steps for Tuesday, which in my case lists 25,895 steps.

Step 3 - 25,895 is listed on the chart that opens that has two diagonal arrows.

Step 4 - Selecting the diagonal arrows opens a color coded chart that breaks down step intensity. This screen shows my step total as 20,432, or 5,463 steps less than tracked and reported on the previous screens.

Some days, the steps are identical on these two screens, and others they vary by a large amount. If you are in a challenge, it is the lower number on the last screen that is recorded to the challenge.

I have tried force quitting the app, restarting the phone, multiple re-syncs, turning off and restarting Bluetooth, but none of these will get the steps to read the same. I do not use mobile track or log any data, and I am in the same time zone for a challenge.

I have noticed that the tracker and the app seem to be one step behind on syncs. I took a photo of the app after a sync this morning, and it showed 1771 steps, but the tracker displayed 4559 steps. After force quitting the app and walking more steps, when I open the app and sync, the app now says 4559 steps, but not the additional ones just walked. Could this have something to do with it?

Moderator Edit: Format.

[MarcoGFitbit]

Hello @H20skibum thanks for joining the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums and for sharing your experience with us and for providing information about your device and phone. At this moment, I would like to assist you with the discrepancies you're reporting.

1. When it comes to the graph, would it be possible for you to reply to us with a screenshot where the amount of steps vary? This will be very helpful for us to check this further. 

2. About steps and challenges, we've received similar reports, and have escalated the issue to our engineering team. While we don't have a timeline for resolution, we will continue to investigate these discrepancies.

3. Now with the steps syncing. Note that the information synced from your device to the app might take a few minutes to update completely, that means that when you're syncing, you might be able to see the steps decrease a bit before showing the correct amount. This delay depends on the ability for the Fitbit app to sync with our servers. At the end, all your steps will be counted, it just might take up to 15 minutes for the app to show the correct information. 

Thanks for your patience and understanding, if there's anything else we can do for you, please feel free to reply. 

[H20skibum]

Thanks for taking the time to look into this.  If I can do anything to clarify either photo, please let me know.

This first photo is a sample of the steps not syncing

This photo shows the steps and graph on the main screen, and on the second screen.  As you can see, on some days they match perfectly, and on others they are off.

[H20skibum]

It appears nothing has been fixed yet.  Here are screenshots from yesterday that have about a 3,300 step difference 

[MarcoGFitbit]

Hello @H20skibum I hope you're doing well, thanks for taking the time to reply. 

First of all, I would like to apologize for the delay in the response. I have forwarded all the information you have provided to our team so they can take a better look at this situation. Once we have more to share with you about this, we'll make sure to post it here in the official Forums. 

Thanks for your patience and understanding, have a great day.