Versa not recording calories when i track exorcise through the App

[Tracey23]

For the last week my Versa is not counting calories when i track my exorcise "walk" via the app on my Iphone.   The GPS works as it shows my entire route but it says calories 0 Data Null.  This is very irritating because while I'm walking i still get the verbal notifications such as 1 mile in 15 minutes 42 seconds etc yet when I complete the walk and i check the app to see my calorie burn  - 0.  I have contacted support twice now and was told you can't use smart track / auto recognize and use the fitbit devise itself to track exorcises.  - Why this is why i purchased this product.  You can see it shows the time 33 minutes the route but nothing else.  After speaking with support the stats magically show up - i was told yesterday they would "Look into it" very disappointing

  

[Julia_G]

Hi, @Tracey23 , when you say that the “stats magically showed up” do you mean that your calories have appeared and the issue is resolved?

Sometimes when you do a sync not all the stats show up at the same time; I really din’t know why, but I have noticed that there is sometimes a time lag until all the details of your workout have arrived.

It also sounds like there was some misunderstanding between you and the Customer Support Rep.  Often a picture (which the rep on the phone wouldn’t be able to see) makes everything clearer.  

I can see from your picture that you were using the “connected GPS” facility with your Versa to track your walk.  This feature uses your Fitbit to count your steps, monitor your heartrate, and calculate your calories, while your phone’s GPS chip is used to provide the map and calculate the distance.  

You can find out more about Connected GPS in this help article 

I hope this makes everything clearer.  Please do post again if you continue to have issues.  There is always someone here to help!

[Tracey23]

I already know all of that information no nothing is resolved when I said magically reappears its because your representatives during the call go into my account and then suddenly everything comes back I just got off the phone again with your support and finally was told there is an issue and it’s being worked on after speaking with four other support people was told it was basically just me so your support sucks

Sent from my iPhone

[Julia_G]

Hi, @Tracey23 , nothing to do with me.  I am not Fitbit support and I don’t work for the company.  I was just trying to help.  And I definitely don’t believe Customer Support goes into your account and adds in your calories, but you can believe exactly what you like.

[Tracey23]

My apologies if you don’t work for them - so don’t take it personally 😊 And I didn’t say they go in to add my calories they fix the problem and then try to tell me it was my fault but you have a very nice night thanks for all your help

Sent from my iPhone

[LZeeW]

@Tracey23   Just to clarify, when you say you are tracking with the app, are you using the feature called MobileRun?  This is where you tap on the exercise tile, then the stopwatch and so on?  There are several reports of MobileRun not working correctly since a recent app update.  Fitbit does seem to be aware of this problem.

[Tracey23]

Yes thank you I was finally contacted last night by Fitbit and they said they have been made aware of it and are working on it thank you

Sent from my iPhone