Steps are disappearing after syncing.

[MelDeeney]

Ever since the last update when my Fitbit syncs I will lose steps. IE: I just had 9557 when I came to sync; syncing only took 9020 and even reducedwhat is showing in my Fitbit. 

The other day I lost 7000 (literally). 

Its very upsetting. Anyone else experiencing this?

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @MelDeeney, thanks for joining us, it's great to see new faces around! 

This seems like a very odd situation, but it's possible the app is not updating the information with our servers correctly. Please check in the online Dashboard to verify the right amount of steps is showing there after syncing your tracker. If they appear in that section, please try the following on your phone:

• Force-close the app by double tapping the home button and swiping up the app.
• Log out from the app, restart your phone and log back in. 

I hope this can be helpful, give it a try and keep me posted in case you need anything else! 

[Lorane]

I have 2 Fitbits - a Charge 2 and a Charge HR.  Yesterday (4/27/17) I had around 3900 steps on my Charge 2 when I took it off. I put on the Charge HR and it registered the steps from the Charge HR (3900). I went to the gym and worked out 1-1/2 hours and my Charge HR registered around 10,500 steps. Then I went home and I opened up the Fitbit app to sync the steps. To my disbelief, the steps went down to 3900. I checked my Charge HR and the steps on it went down also to 3900. So I lost my over 10,000 steps in a day and my Fitbit Challenge is wrong and my PactApp didn't accept my day as over 10,000 steps. This has never happened to me before.

Something is wrong with the Fitbit update.  Software engineering needs to look at this.

Moderator Edit: Clarified Subject.

[Melissam1214]

This is happening to me too, since I did the charge 2 update. I uninstalled this morning and that synced yesterday correctly but it hasn't updated right since then.

[MarcoGFitbit]

Hello @Melissam1214 and @Lorane, have a warm welcome to the Fitbit Community, it's great to see new faces around! 

@Lorane, after syncing your (+10,000) steps, did you check the online Dashboard to very that your steps were synced correctly? Sometimes the app will take a bit longer to update the information that has been recently synced. Additionally, I'd like to recommend you to restart your Charge HR and Charge 2 and make sure that when you're syncing one of them, the other is not near your phone as it might interfere with the syncing process. 

@Melissam1214, have you restarted your Charge 2 recently? Have you force-closed the app or logged out from it and then log back in? If so, please check @HelenaFitbit's excellent tips and recommendations that have been proven to be very helpful for many members in the Community. 

I hope this can be helpful, give it a try and let me know the outcome

[Melissam1214]

I've followed those steps and the only thing that has made any difference is completely uninstalling the app and re-downloading from iTunes. My steps and stats will sync immediately following a reinstall but not again after. 

[Sophie357]

Your not the only one

Steps glitch

[Sophie357]

Have you gotten a fix for this?  I've been chatting with tech support and results are meh.

[MelDeeney]

Nope. No fix. Happened again last night. It's only been since the last update... so they need to check the code.

[Lorane]

I rebooted my Charge HR (the exercise one) and I am trying to remember to sync my exercise fitbit to my phone before I go home.

[MelDeeney]

Yup. That's exactly how I'm handling it, but frankly speaking… That's a pain in the **ahem**.

[Sophie357]

Well, support said I could send it back and get a new one if I thought this was defective.  I'm siding with code glitch as it is happening on more than just the Blaze.  My final sync last night and it added 4000 steps to my day.  

This morning I uninstalled the app from my phone and reinstalled so we will see how it does.  

[KateFitbit]

@Melissam1214 since it's been a few days since you last posted, I wanted to check in and see if you have been able to sync? If not, I recommend checking out the troubleshooting tips here. 

@Sophie357 I responded to your inquiry on gaining too many steps in this other thread you can see my response here.

@MelDeeney  @Lorane We've seen some users report on discrepancies when wearing and syncing multiple trackers simultaneously. The more overlapping data that exists on your account, the more likely it is that your dashboard's accuracy will suffer. You can find more information on this here.

[Lorane]

My 2 Fitbits used just sync perfectly. Since the issue last week with lost
steps, I have to be more careful about syncing between the two.

[MelDeeney]

I have no issue syncing. The problem is one Fitbit overriding the other to the lesser of steps.

[Melissam1214]

That's the troubleshooting page I started with before even posting here. I tried it again last night and it will sync immediately after reconnecting, and then stop syncing the next time I open the app. In order to sync each day, I'm either reinstalling the app or deleting then re-adding my charge to keep the steps reflected correctly. 

[Stephkay]

This just happened for the first time that ive noticed. And of all days i had 30426 steps!! I saw it on my fitbit  and also on the app on my phone. But as soon as i saw it on the phone, it changed  to 20705!? Like i am happy with either one but i even showed a few people the 30k number so it was for real and not just my 47yr old eyes needing my reading glasses Lol!

[CoreyMac]

I have had this off and on for a couple of years at least.  Anytime there is a lower synch number on a device nearby, it can cause current steps to be lost.  I do not understand why they would ever allow negative step counts to happen in the software.  It is not like you can ever UN-Step... 

It seems to me it should always grab the highest number available from a device and ignore those with lower numbers.

I have to keep the extra device(s) in a sealed metal container to prevent them from synching and losing my information when they talk to the app.

[CoreyMac]

Since the newer "smart" FitBit devices all fall into the category of the same "type", you can not longer have multiple devices in most cases since most of the older legacy gear is not being offered anymore.

(There are exceptions and the used market for some legacy gadgets.)

This is another of the design choices that makes no sense.  Why as a vendor would you effectively choose to prevent customers from owning and using more than one of your devices?  How does that make any sense whatsoever?

[kolgreat]

I had over 3,000 steps today and I just synced my new Versa 3 and they dropped to 127 on my phone, dashboard, and watch. I am in a StepBet tracked by Fitbit. This will cost me $40 if my steps aren’t restored. PLEASE HELP. I could go back to Apple Watch for this…