Water not getting tracked correctly in app.

[nhlisa]

My husband has had his Fitbit for a few weeks now.  He's had a problem since day one with water tracking.  For some reason he always has to go over his goal by at least one ounce for it to say he's met his goal & receive a star.  I don't have to do that with mine. Any ideas what the problem is?

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @nhlisa, I hope you're doing well, thanks for your participation in the Fitbit Community. 

Thanks for bringing this to my attention. At this moment I would like to gather some information from your husband so I can check this situation related with the water logs further:

1. Phone model he's currently using.
2. OS version running in the phone.
3. App version currently installed. (go to account > help to get it)

Thanks for your patience and understanding, I'll be waiting for your reply.

[nhlisa]

Hi Marco,

1. iPhone 8+ (same as mine)

2. IOS 11.2.2 (he hasn't gotten around to the last update yet)

3. App version - 2.44.2 (739) (same as mine)

I told him he could try to uninstall the app and re-install it but that he'd probably have to connect his FitBit to the phone again.  He says he's not going to do that.  Any other ideas?

Lisa

[MarcoGFitbit]

Hello @nhlisa, I hope you're doing well, thanks for taking the time to reply. 

Thanks for coming back to me with the information required. At this moment I would like to suggest you to tell your husband to uninstall and reinstall the app. Don't worry, none of the information currently stored in his account will be deleted and he won't have to set up the tracker again as the tracker will not be removed from the account. 

I hope this can be helpful, give it a try and let me know the outcome. 

[nhlisa]

Hi Marco,

I had already told him to do this but he didn't want to.  I told him this was the response I got from the group and he says he still doesn't want to.  I will continue to try to get him to do it but for some reason he's just being stubborn.

Lisa

[MarcoGFitbit]

Hello @nhlisa, thanks for replying, I appreciate you have tried to convince your husband to uninstall and reinstall the Fitbit app. 

At this moment I would like to suggest you to ask your husband to update the app as we have just released a new version and let me know if his issue gets resolved.

Thanks for your patience through this situation, don't hesitate to reply in case you need anything else. 

[nhlisa]

Hi MarcoG,

My husband updated the app yesterday and it still didn't resolve the issue.  I told him again that he needed to uninstall & re-install.  He did finally go ahead and do that.  It didn't make any difference for yesterday.  We're waiting to see what happens today.  I'll let you know what happens.

Lisa

[MarcoGFitbit]

Hello @nhlisa, thanks for replying and letting me know your husband has already updated the app and tried to reinstalled it. At this moment I would like to ask you for a screenshot of your husband's water logs so I can check this further. 

Thanks for your patience during this situation, I'll be waiting for your reply. 

[nhlisa]

Hi MarcoG,

I'm not exactly sure how many of the logs you wanted to see...however I can tell you that most isn't going to be helpful.  My husband's water goal is 64 ounces.  Most days he goes over this goal.  On the days he's right at the goal, he ends up adding a few ounces to get the star.  Our water bottles are actually 17 ounces but we just hit the 16 ounce button to make things easier.  I told him you would want to see a day where the goal was met but it didn't give him the star and it doesn't say that he met the goal.  It's really strange and has always done this.  Mine works perfectly.

Lisa

[MarcoGFitbit]

Hello @nhlisa, thanks again for replying and including the screenshot, I really appreciate it. 

At this moment I will forward the information you've provided to our team so they can take a better look at this, once I have more information to share with you about this situation I'll make sure to update the thread accordingly. 

Thanks for your patience and understanding, if there's anything else you might want to add or if there's anything else I can do for you, please don't hesitate to reply.