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. 

[PMCL]

Over the past few days I've noticed that if you pull down to sync about a dozen times in succession the steps appear. Not the floors though, or any data for previous days. If you quit the app and relaunch it all disappears again. I'm using fitbit one and ios app and have tried all the steps previously suggested. 

[sclan]

LizzyFitbit - When is this problem going to be fixed??  This is now impacting the points I can earn through the Power of Vitality app (which is really a piece of garbage). Because I cannot ‘prove’ the steps I take because they don’t show up on the app (and you’ve taken away the dashboard on the website) I do not get points for the steps I have walked. 

please fix this!!!

[SunsetRunner]

I am having the same problem with the app…my Fitbit is showing my steps and the app logs for today only and all previous days the number of steps are gone…the next day it wipes out all previous days steps that were there for “today”.    Please fix the app because this is causing me to lose money that my company pays for achieving so many steps a day!

[LizzyFitbit]

Hi everyone, and a warm welcome to our new members.

Thanks for your continued report and the time taken in troubleshooting this situation. I'd like to share with you that our team released a new version of the Fitbit app. With this in mind, please check if you see it available and if so, install it and reboot your phone. Try using your Fitbit device as you've been doing so far and monitor its behavior in the next few days.

[PMCL]

It's still taking about 6 syncs but at least floors and distance are eventually showing now. However, if you quit the app and relaunch steps/distance/floors disappear again. Previous days are still blank. It's very frustrating that the web page has been discontinued as there's absolutely no way of easily viewing previous days' data now. 

[jmthoune]

Hello LizzyFitbit.

I have an Iphone Pro Max 13. I only see an update to the Fitbit app from 5 days ago and it's version 4.27.1 indicating bug fixes and performance improvements. I recently transferred my account from the fitbit login to my Google account login but this issue of the steps not displaying on the app started at the end of August. The issue still exists for me even after updating the app and rebooting my phone. The interesting thing is I can sync my husband's fitbit on my Iphone and his steps display. He has an Samsung Galaxy 9s but why is his steps displaying on my Iphone but mine are not? We both have the Fitbit One device. What can I do to compare his settings to my settings? I really don't feel it's a settings issue. This issue is impacting only certain profiles.  

[bobthompson]

One thing that might help... I was able to download all my steps (and/or other data) to a spreadsheet/csv from the online Fitbit profile at https://www.fitbit.com/settings/data/legacy-export.  You can download up to a month at a time, and ALL my steps were accurate.  For those looking to manually track until the app gets updated, this should at least stop you from losing data.

[sclan]

LizzyFitBit - when will this issue be fixed?  Previously even though my steps wouldn’t show up in the app, the data would be passed to Vitality. For the past three days that appears to not have happened. 

if FitBit/Google is no longer going to support the One tracker, please just say so. Otherwise please fix this issue. 

[Warrenlan]

I have the same Fitbit One App problem as Everyone else.  Historical steps not showing, current day steps appear then disappear, Sleep data working fine.  Data is in your system because it shows up in weekly reports. This problem occurred right after my last iPhone IOS update in August.  I suspect there is an issue between the Fitbit App and the last IOS update.  I called your support line right after the problem began and was told they were aware of the issue and a correcting update should be issued within a couple of weeks.  Well, over a month later and three Fitbit app updates later, still no resolution!  When can we expect this App issue to be resolved !

[penny26]

@Warrenlan I am experiencing exactly the same issues with a Fitbit One using the Fitbit Android app, starting August 27.

[ZNuts]

Same problem. it's been over a month now.  The weekly email still shows my steps though but app shows today step then disappears. like what others been seeing.  I'm all for patience but it's been over a month now.

---

Ok, just before mid-night, I updated the app on my iPhone from 4.27x to 4.28.  ... and .. today's steps went poof.  I'll see what tomorrow brings.

[S.Hff]

OK, updated and phone is restarted. For now I am now seeing the steps from today, but still no steps from 27 August to yesterday 14 October (although I know that the data base has records of them, the weekly digest that comes per mail seems to be correct).

Let's see how it behaves in the next days.

[SunsetRunner]

I’m experiencing the same issues as everyone has described in this thread. I’ve tried all the trouble shooting steps, but the problem continues. Thanks

[ZNuts]

So a little update.  4.28 started good, with steps showing up for the current day consistently but .. prior days still gone. 

Also something I notice is that current day steps will sync earlier in the day but not in the evenings.. steps went to 0 after sync, even when there were already steps in the app from earlier in the day.

Is Fitbit ever going to fix this?

[Melton.]

Hi Lizzy,

A few weeks (four) have passed, the last update last week didn’t help at all.

please could you update us on the time scale?

[One2014FB]

I’ve had the exact same problem as everyone else, with no step data retained since 8/26. My sleep data has continued to sync normally. Going through all the troubleshooting tips causes it to sync that day’s steps once, but that step data disappears by the next morning. I’ve been a happy Fitbit user for 10 years, so this failure to support the core function of the app is extremely disappointing. It’s been more than 2 months with no fix and no clear response from Fitbit. 

[S.Hff]

It's exactly as you say. Also the latest update to v4.29 (iOS app) did not resolve the problems (which is now after more than three month without a fix exactly what I expected).

[bobthompson]

Has anyone had any luck fixing this? Either thru resets, updates, or any of the tech support calls? I haven’t, and have tried all of them.

Tech support was friendly for a while, then said “we will go talk to development” and I haven’t heard anything since.

Updates haven’t worked. And the “log out, restart your phone, log back in” standard instruction hasn’t done anything other than waste time.

2+ months, 4-5 useless product releases/bug fixes, and no end in sight OR even an acknowledgment from Fitbit/Google that there’s a problem?

[Tkb32]

Such a shame that we do not get the support since google took over. They have ruined a great item.

Sent from my iPad

[lisaintx]

I updated the app, deleted and reinstalled my device, and I'm still not able to view any historical steps from the last two months. This is the same issue that everyone else is reporting - it is not fixed.