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Steps not matching distance

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‎08-13-2019 21:55

‎08-13-2019 21:55

C60C4321-6771-41C3-AB0A-2471A3A0784D.jpeg

Just after midnight, I switched to the new app layout & then I did an update for my Zip. I then noticed I had over 7k steps. Despite my dashboard saying I have all these steps, they do not show on my hourly graph & my distance (which is correct) doesn't match up.C4B51F61-8EA2-4FEA-BA01-2155AF07AE8A.jpeg

 

I've tried logging out, syncing my devices (I have a Zip & an Alta), deleting/reinstalling the app. No luck. The issue appears on both the app & the website dashboards.

Zip since May 2014.Alta since March 2016.
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‎08-14-2019 18:14 - last edited on ‎09-24-2025 07:20 by Fitbit Moderator

‎08-14-2019 18:14 - last edited on ‎09-24-2025 07:20 by Fitbit Moderator

Hi @raelyn it's nice to see you again participating here in the Community Forums, I'm happy to help you today with your concern.

I appreciate all the details and screenshots that were shared in your post, such information helped me to better understand this situation. To better assist you with this, can you please let me know which iOS mobile device you're currently using? Also, when was the first time you noticed this situation and this is experienced everyday you compare the steps/distance? This occurs with your daily basis step data or just when you perform a specific exercise? In the meantime I receive your answers, please try the following:

  1. Log out from your Fitbit account.
  2. Force quit the Fitbit app from your iOS mobile device.
  3. Make sure that the iOS version is up to date.
  4. Reboot your mobile device.
  5. Restart your Alta and Zip.
  6. Log in to your Fitbit account using your credentials.
  7. Compare the stats on the incoming days and let me know if the issue persist.

Also, if possible, please send me a screenshot of the Fitbit.com dashboard information.

Keep me posted. 

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