Steps disappear after syncing

[joyce73]

My steps disappear after syncing. Only show calories. I’ve tried all the suggestions. Fully charged Fitbit. Restarted Fitbit. Restarted iPhone. Deleted and reinstalled app. Steps are all missing from previous days, too. 

[sclan]

The FitBit app on my iPhone is no longer showing steps after after 8/26/24.  I removed the app and re-added it  - there was no change.  The data was available to see on 9/2/24 but on 9/3/24 it no longer displayed.

Moderator Edit: Formatting

[LizzyFitbit]

Hi @joyce73 and @sclan. Welcome to the forums.

Thanks for sharing these details, and letting us know the steps that you've tried on your own. I'm sorry that you're having this experience. To look into this, may I know if your steps are showing on your Fitbit device? Also, what is the model of your Fitbit device? 

I understand that you've tried some steps, but please try the following steps in the given order:

1. Force quit the Fitbit app and reboot your phone one more time.
2. Open the Fitbit app and tap Devices at the upper left corner.
3. Tap Add More Devices and select your Fitbit device.
4. Tap Replace Device and follow the on-screen instructions.
5. Once that is done, try taking some steps and check if they appear on both, your Fitbit device and app.

[EllenH91]

I am having similar issues, my device shows steps, but 0 steps in the iOS app, been this way for over a week, presumably after the last app update. The app does show activity minutes, so something is syncing, but 0 steps in history since Aug 27. I followed the steps above and replaced my device in the app, but still having the same problem. Interestingly, the graphs in the daily history show steps, but the totals are 0.

[dwin]

The problem is that historical data after August 26th doesn't appear. I can get the steps for today - and when I check yesterday it shows the steps for today - and when I check the day before that it shows steps for today - and this goes on for quite a few days. It does not show how many steps I have taken for the week or even for each day so I couldn't even manually figure out if I am reaching my weekly goals. Like others I have done the process you have described and that didn't work. My fitbit device is working fine and never have any problem in seeing the steps, floors, etc... It is just the app. Any suggestions?

[pluvisi]

I’m having the same issue as everyone else. My husband is too. My Fitbit will sync but shows zero steps in the app… going back to August 26. I’ve tried everything and the app still isn’t working. When is this going to be fixed???

[jmthoune]

I followed the steps as you indicated. However, my history at this point is not showing my true steps. For example, on 9/4/2024, I had 20,826 steps on my fitbit one but the app only shows 2,795 which is what I am getting so far today. Everyday is way lower than what I have actually achieved. This data is synced into my wellness program so having less steps is causing major problems for me in obtaining the points I should be getting.

Please advise on what Fitbit has done to mess up the app and WHEN it will be fixed.

[Scottsdayle]

I am having the same exact issue. I’ve tried all of the steps listed and nothing is working. I’m seeing similar posts all over social media. 

I contacted Fitbit support and told them my issue and that it was making it so my device was unusable and that I was thinking of switching companies if it couldn’t be resolved and the response was “we are sorry to see you go, hope you come back someday”. No regard at all or any inclination to fix the issue. 

[sclan]

I tried repeating the steps as documented but that did not work. I know that the sync is working as the data is getting passed to the Vitality app I also use. 

I should also mention that I use a FitBit One device. 

[jmthoune]

I am using a fitbit one as well and data is getting passed to the Vitality app for me too.

[pampresto]

Update 4.24 happened 2 weeks ago which would be around 8/27 or 8/28/24.  It appears this update is what has everything messed up.  The bug fixes only created another bug.  My steps also do not show up in the app but the sleep tracking is working.  Please get this fixed soon.

[azdiaz]

Same issue.  Update 4.24 has prevented preservation of steps data after around 8/30/2024.  I re-synced my One, and it still has the same problem, but now I have lost all the history.  Very frustrating.

[mama2em]

My daughter and I are both having the same issue and we’ve tried everything you mentioned, and we’ve also tried uninstalling and then reinstalling the app. We’ve been trying to get it to work for at least two weeks now, to no avail. Is there any update on whether this problem is being looked into, and when it might be solved? It’s getting so frustrating! Our step data is usually zero in the app after syncing (though our fitbits show our accurate daily counts). Even more odd is that our weekly progress report emails DO show the steps taken for the week, so the sync seems to be happening but just not showing? I’m trying to remember to take a pic of my total steps each night, but I’m not sure that is going to be useful at all….

[pluvisi]

Oh gosh. I haven’t tried calling yet but if you didn’t get anywhere with calling, I’m not very hopeful. My husband’s app started working again today, but mine still isn’t. So frustrating!

[Aviator50]

Same issue. App says that my One has synched but step remain at zero. Power level and calories update but even when the steps show up, they are shown on every preceding day and then reset to zero. This is extraordinarily frustrating. Since purchasing my first Fitbit One in 2014 the service has been increasingly poor with features taken away on a regular basis and no customer service available to resolve any issues.

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Tried all of this on multiple occasions but the app simply will no longer record steps or miles. Battery level and calories update but nothing else. First you take away the desktop, now you tank the app as well. Hugely frustrating. I now receive zero value from my premium subscription. 

[RoseRed24]

My steps also have disappeared, using Fitbit One, the app says it has synced with the One, step count appears on the One, no step count appears in the app, last day with steps in the app was August 27.  ALSO, since August 28, my ARIA scale asks which user I am every time I take a weight, it used to automatically assign my weights to me.  There is definitely something wrong with the app.

[Tkb32]

When is this issue of steps not syncing going to be fixed? It’s not worked since August 26th. Getting very frustrated.

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for keeping me posted and trying the steps suggested above. I'm sorry the issue persists and I wanted to let you know that our team is aware of this situation. They're currently working on a fix which will be released within the next few weeks.

I appreciate your patience and in the meantime, please make sure to keep the Fitbit app updated so the rest of your information can sync correctly.

[mama2em]

Lizzy, can you tell us if it’s a problem only with the Fitbit One, and if the One will be functional again as well in the next few weeks? I can’t wear a watch so I really need this (or I guess the Inspire?) to work! I know the steps still EXIST, at least, because I get the weekly email that seems to be accurate, even though it shows zero in the app (and has deleted all my step counts after 8/26…)

[dwin]

LizzyFitbit - This is not just steps, but distance, calories, and floors as well. Again like everyone else this started August 27 - so it has been 4 weeks since the app was functioning properly.