Steps being deleted after syncing.

[Speedrasir]

I went for a walk got notified I hit my step goal. Got home noticed that it didn’t show that I exercised today so I synced my phone and Fitbit charge 2 and my steps went from 8,422 to 7,492. I then restarted my Fitbit and my steps went to 5,486 what is going on?? I have had it for 2 weeks this is ridiculous. Is there a fix?

Moderator Edit: Clarified Subject.

[ACG]

Hey @Speedrasir

Not sure what model you have, but you may want to restart it. 

[Jfernberg3]

I am also having the same problem. I contacted Fitbit support and they said it was because I paired two Fitbits to the same account and that I needed to unpair one to use the other. But even when I “forget this device” it still shows up. What is the point of being able to use multiple devices if they do not sync properly. 

[Mishka0007]

I am having the same issue and It is extremely frustrating !  Apparently there is a built in algorithm that will automatically adjust steps - in case one ‘forgets’ to remove the second device they Own - in other words - this is to prevent cheating and doubling steps by wearing 2 devices at the same time.

HOWEVER - this ‘function’ is now assuming we are all cheaters!! 

I own a charge 2, which I wear for sleep and gym and most days. However, I also own a Flex 2 that I wear when I want a more fashionable look. In the last few weeks I noticed that When i switch to flex 2 - steps added on it are NOT added to my daily count. Actually, steps revert back to whatever my charge 2 last count was - or its last sync.

I tried ALL the recommendations of Fitbit - NOTHING works! There is just this algorithm that assumes that any NEW steps on secondary device is irrelevant. 

And NO I do not wear both devices at once. However, it CAN and WIlL happen that I will vary both near one another (one in purse or gym bag) - and it also DOES happen that I sync units (I only sync manually) - and even though the units are 10 feet from one another - both signals connect. 

Fitbit FIX THIS!!! 

[LZeeW]

@Jfernberg3  I'm not sure why Support would have given you that answer.  It goes against everything that is in the Help article about having multiple devices.

I'm going to bring this up to a moderator as there seem to be multiple new reports about losing steps while using multiple trackers.

It happened to me once three days ago.

[Mishka0007]

Thank you for brining it up as well. YES - the HeLP section makes if appear so simple (and it should) - In fact, I used to be able to use my 2 devices seemlessly - but I have been noticing these step deductions in the last few weeks (I thought I was imagining things) - but it happened 2x in the last week - with considerable step loss (8k ++)!

this MUST be resolved - thanks for adding your voice to this issue.

[MarcoGFitbit]

Hello everyone, I hope you're doing well, I'm sorry for the delay in my response. I appreciate your insight @LZeeW and @ACG, it's always a pleasure to see you around the Fitbit Community. 

@Mishka0007 and @Jfernberg3, thanks for bringing this to my attention. At this moment our specialists have escalated this issue and are currently investigating it. Once I or any other moderator have any information to share with you about this issue we'll make sure to update this thread accordingly.

In the meantime please make sure to manually sync the tracker you were just wearing before changing to the other tracker to prevent any data loss. Additionally, make sure your other tracker (the one you're not currently wearing) is not near the one you're syncing so it doesn't interfere with that tracker's signal.

@Speedrasir, have you restarted your tracker as @ACG recommended? Did you notice any improvement or are you still experiencing the same issue? Please reply to me in case you're still having trouble so I can help you further. 

Now, @Jfernberg3, I sincerely apologize for the response you were given by our Support Team, indeed you can't have 2 trackers linked to your account when they're both the same model (2 Flex trackers for example) but you can have 2 different models linked to the same account (1 Flex and 1 Flex 2 for example) and as I mentioned above, please make sure to sync the tracker you were just wearing before putting on the other one. 

I hope this can be helpful, if there's anything else you might want to add or if there's anything else I can do for you, please feel free to reply. 

[Jnine83]

This occasionally happens to me too. I typically use my Flex2 day to day but my Alta HR for running (to monitor HR). One way around this is to “add an exercise” (e.g. walk for 2 hrs), and somehow the deleted steps magically reappear. It’s weird because the bar chart had showed I was moving even though it had deleted my steps. So this workaround seemed to make the deleted steps reappears. (And I even deleted the added exercise and then everything shows as normal.)

[DeeDeeRis]

How do you restart your Fitbit?

[SunsetRunner]

@DeeDeeRis - You can find instructions on how to restart a Fitbit device here. 

[Justin1983]

I am having the same issue. Charge 4 device. I do not have multiple devices on my account. I went from 30,250 steps to 22,000 on syncing my device. A restart of the Fitbit brought the steps back. This is extremely frustrating. The accuracy of data is paramount on using your device. If that data is bad I have no reason to use it. 

[DeeDeeRis]

For a while now I haven’t had the problem. At least when you sync your phone, the steps came back. When I had the problem they didn’t

Sent from my iPhone

[JasonS13]

Has anything been done to resolve this? This has happened to me three times in the past week and it’s really frustrating. I only have one Fitbit attached to my account, a Versa 2. I restarted it and the steps didn’t come back. I lost around 7k steps.

[JSalty]

Just got a new charge 5, 2 days in and losing steps 😞 syncing doesn’t make them come back, restarting did nothing. Challenges are showing correct steps but my step count is over 3 k below

[CindyMFitbit]

Hi everybody. Thanks for stopping by @JSalty. 

Thanks for the details shared in your post. I was able to see that you have already contacted our Support team. If you still need help, please feel free to contact our team back as they already have all the details and special tools to continue assisting you.

See you around. 

[StampMyArt]

I keep watching my steps count up, then disappear ... I walked for over an hour this morning and it only counted 50 steps (but showed my 4 miles), which is when I started trying to figure out what was going on.  It would count up then drop off thousands of steps at one time (but the miles were still correct). It was at 2800 then the next time like 20 or 30 minutes later (while walking) it was back down to 2100, then 5 minutes later up to 2600, but then dropped back down to 2200.  Forced the missing steps by putting the time in the activity section, but then it got up to near 5K and deleted back down to 2900.  Deleted the app and reinstalled, still issue remained. Deleted the Charge 4 and then added back, still the same thing.  I had a ONE connected, but had removed that (though I really don't think I should have to do that since I like to use the one for certain activities that I don't want to deal with the bulkiness of the charge) -- even after having both devices deleted (sync before deleting it deleted another 2K steps) I was in a challenge that even with multiple syncs it stayed at yesterdays numbers never added to today's numbers, that's not a big deal.  What is a big deal is products you pay lots of money for that don't work the way expected and none of the 'so called fixes' work to correct the problem. I even restarted my phone, nope. Restarted the device, by plugging in to the charging cable and pressing the only button for 8 seconds until the smiley faced showed up, NOTHING has worked to correct this problem! I was already annoyed with Fitbit for a different issue, but now this?!! Might be time to move on to a different company. It's frustrating. I've checked all the settings and even removed the link to the phone tracking steps if the track was not available. I've deleted every extra thing that could be causing a redundancy conflict -- and here I am 7 hours and 20 minutes later and still this keeps deleting when it syncs to the app. So, it's correct on the device, and it's initially correct on the app, then the sync cycles through and bam, it removes all the steps from both the app AND the Device!!!

[Sherrifortier]

I’m having the same issue, out of nowhere!! I only have my Versa 2 on the account, because I removed the Charge 2 as soon I got the Versa. I should have close to 45,000 steps in today and yet it keeps booting down to 15,000. It was counting & syncing normally, until after 1 am today. I have done everything that has been suggested above, including yelling, lol SO frustrating to spend hundreds of dollars on a smart device, only to feel stupid when this stuff happens. Have you ever found a resolution??

[hayleyko1990]

I’ve just had this happen! Any fixes yet?

[Skippykat]

I have this happening now too!

[tamamaca]

Persistent problem with all models charge, luxe, charge2, inspire with one in use at a time only.

I used to assume this happened when the synch allowed interpretation of exercise (running) as separate ways to count steps.  Most of the time when simply walking, i do not see a step decrement.  lately i have seen it happen with walking on hills as if hiking is exercise worthy of a separate count.

Fitbit never increments up the step count.

Badges awarded based on the peak visible count are still retained in the Fitbit account.  After the sync decrements step count, the change is permanent and does not appear to be counted along with exercise steps toward badges.