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Need help?

Here are answers to some commonly asked questions

If your tracker has one of the following problems, it may be fixed by a restart:

  • Your tracker isn’t syncing
  • Your tracker isn’t responding to button presses, taps, or swipes
  • Your tracker is charged but doesn’t turn on
  • Your tracker isn’t tracking your steps or other stats

Please try doing a software restart (see instructions in below link) – you will not lose any Fitbit data by performing this restart procedure:http://help.fitbit.com/articles/en_US/Help_article/How-do-I-restart-my-tracker (remember to select your tracker from the images shown).

If the software restart does not work, you can also try the below:http://help.fitbit.com/articles/en_US/Help_article/I-can-t-sync-my-tracker/?l=en_US&c=Topics%3ATroubleshooting&p=charge_hr&fs=Search&pn=1

As a last point of call, you can try doing a factory reset (for Charge and Charge HR only) – see instructions in below link. Please note that a factory reset deletes any stored data on your Fitbit device, which includes all data that hasn’t synced to your Fitbit account and your alarms, goals, and notifications.http://help.fitbit.com/articles/en_US/Help_article/Why-can-t-I-set-up-my-new-tracker-using-the-Fitbit-app-for-Android/?l=en_US&c=Topics%3ATroubleshooting&fs=Search&pn=1

If the problem persists, please contact us using the contact form below.

If your Fitbit is within the 1 year warranty, please email us using the contact form below. We will ask you to send us a couple of photos showing the physical damage, along with your proof of purchase so that we can assist you further. Please ensure the photos are clear and not blurry.If your Fitbit is out of warranty, please contact Fitbit International via contact.fitbit.com for more assistance.

If your Fitbit shows you have done thousands of steps, but the distance reading is very low (e.g. 0.3 km), this could mean you inputted your Height incorrectly when you registered on your Fitbit app/ on fitbit.com.

Please check your Height settings on your Device Settings page. You may have inputted your height incorrectly e.g. 1.72 cm instead of 172 cm (no decimal).

When you are asleep/ sedentary, you are still burning calories due to normal metabolic processes – this is called your Basal Metabolic Rate (BMR). Your Fitbit uses the personal information (height, weight, age and gender) that you inputted when you registered your device, to calculate your BMR. Because your Fitbit resets at midnight each night, when you wake up in the morning (before you’ve done any steps) you will see that you have burned calories. These are calories burned due to your BMR between midnight and when you wake up.

Your Charge HR and Surge (which have PurePulse Heart Rate built-in) will use your heart rate readings as part of calculating your BMR and your calories burned throughout the day.

When setting up your Fitbit for the first time, you will notice that it shows you have already “burned” calories. This is normal as your Fitbit is estimating how many calories you would have burned from midnight to the time you set up your device (based on your BMR).

For more info, please click here.

Please do not wear you Fitbit in the pool, shower or bath – it is not waterproof. The devices cannot withstand the force associated with swimming strokes, and showering/ bathing with your device on will get water/ steam irremovably into the display.

If your Fitbit device has water damage, please contact Fitbit Support via contact.fitbit.com.

Please see steps in the below link to try recover your device:

  • Place your tracker into a bowl of dry rice for 24 hours (the rice extracts moisture).
  • After your tracker has been in rice for 24 hours, attempt to restart your tracker using the instructions in this link: http://help.fitbit.com/articles/en_US/Help_article/How-do-I-restart-my-tracker.

If your Fitbit device has water damage, please contact Fitbit Support via contact.fitbit.com.

We have a strict policy regarding minors. Fitbit is not directed at persons under the age of 13 years. We do not knowingly collect any Personally Identifiable Information (PII) from children under 13 years.

For more info, please read through our Privacy Policy: http://www.fitbit.com/uk/privacy

Your Fitbit has built-in PurePulse heart rate tracking, which is the only heart rate technology to offer automatic, continuous wrist-based tracking for all-day health insights and workout intensity. It is uniquely designed to measure heart rate all day, with always-on optical heart rate sensors that still maintain extended battery life. PurePulse allows you to accurately track workout intensity and calorie burn with finely tuned algorithms that provide insight through interactive charts and graphs.

Heart rate measurements may not line up perfectly with other devices (which are also making their own estimates). For more info, please read through this link: https://help.fitbit.com/articles/en_US/Help_article/Heart-rate-FAQs#impact

We’re sorry to hear that you’re having a reaction.

Please see here for our Care tips: https://www.fitbit.com/productcare. Please remember to use a clean, dry/ slightly damp cloth to clean your Fitbit off every now and then (especially after a workout), and be careful not to wet your Fitbit device/ screen as it is not waterproof.

If the issue persists, please contact Fitbit Support via contact.fitbit.com.