Steps dissapearing from app

[Jules1616]

Anyone having this issue? I typically do 8k to 10k steps per day, but my steps keep vanishing off my Fitbit app. At the end of last week, I only showed 10k steps when it should have been about 55k steps. This issue just recently started. Any words of wisdom on how to fix this? Thanks!!

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

Welcome to the Community @Jules1616. Thanks for the details mentioned. Sorry for the delayed reply.

It's pretty weird that your steps are disappearing from your app.

I would like you to confirm that you don't have any activities logged that might be deleting your data or overriding it. Also, confirm that you don't have any other tracker paired to your account, you can learn more about it by checking this article: Can I use more than one Fitbit device with the same account?. 

P.S. I've moved your post to this board because it's more related to the topic. 

I'll be around if you need further assistance. 

[Jules1616]

Dear SiliviaFitBit,

I deleted the Fitbit app on my iPhone and downloaded another version from the App Store. That did the trick. Steps are now showing up and saving.

Thanks,
Julia1616

Sent from my iPhone

[SilviaFitbit]

Thanks for letting me know that after deleting the app, it started working again @Jules1616. 

I'll be around if you need further assistance. 

[jmkline1123]

My steps have completely vanished from my phone, although they show up on my Fitbit. I deleted the app and reinstalled it, but this did not restore them to my phone. What can I do?

[SilviaFitbit]

Welcome to the Community @jmkline1123. Thanks for the details mentioned and the troubleshooting tried. 

It's pretty weird that your steps aren't showing in your online Dashboard. I would like you to make sure you're logging into the correct account that you were before because this can be the reason why your steps disappeared from your account. 

Remember that your steps will be saved to your account if your Ionic has synced to your app. Also, you can confirm when was the account created by going to your app > tap on your profile and you'll see the date the account was created. 

I'll be around if you need further assistance. 

[jmkline1123]

Everything was set up correctly. I deleted it from my phone (for the 2nd time). Added the app to my tablet. And the options, that did not come up on my phone, appeared on my tablet. As only calories were listed as a selection, now steps were an option. I selected all the options on my tablet, downloaded the app to my phone again. And low and behold, the steps appeared. I have no idea how this happened or why, but it is working for the time being.

[SilviaFitbit]

Thank you for getting back @jmkline1123. I'm glad to hear that is working for you now. I appreciate the details you've shared about it. 

I'll be around if you need further assistance.