Hello there and welcome aboard to our Community @Georgiepie and @ReeGzUSMC. I was reviewing and I noticed you have posted here a while ago. I wonder how it goes the issue so far? I just want to give follow up with you to see everything is working fine.
When there are issue regard the firmware of the tracker its worth to keep in mind an update can take several minutes and is demanding on the battery, so make sure your tracker is charged beforehand. Do not update your tracker at midnight while it resets or you'll see an incorrect step count for 24 hours.
Other recommendations for this is to restart your tracker. See Mystique's post if you need instructions, If you're using a mobile device as you explain, reboot it and give it another shot. Try using a different mobile device or a computer if the issue persist.
Keep me updated if you were able to complete the update, I'll be here to help you.
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