Fitbit step count missing or is zero? Let’s fix it!

Step count shows as zero or is missing on Fitbit clock face

This morning, I put on my Fitbit Versa 3 like I do every morning and started my day with a brisk 20-minute walk. Once I got home, I tapped my Versa to check how many steps I did on that walk, and my Fitbit registered an alarming 0 total steps! 

Tapping through all the different on-screen metrics like distance and calories, I saw that all of them were missing.

Related reading

What the heck is going on with my Fitbit’s step count? step count is zero on Fitbit while shows step number in the Fitbit app

After a quick scan of my iPhone’s Fitbit app, I saw that I had about 3000 steps for the day thus far after syncing. But my Versa 3 still showed zero steps.

The Fitbit app registers steps, but the watch shows 0 steps!

I continued to wear my Fitbit all day, going on several more walks and a run, and it still showed zero steps on the Versa but an accurate step count inside the Fitbit app.

So even though my Fitbit is counting my steps, those step counts only show up in the app and aren’t showing up on my Versa’s clock face. Well, that’s not good.

I fooled around with some settings and eventually found a way to get my step count and other metrics to show up. And that’s what this article is all about.

So let’s get to it!

How to fix a Fitbit that shows on-screen metrics like steps or distance as zerodistance missing or showing zero on Fitbit clock face

Before we get down to the nitty-gritty, these troubleshooting steps work for folks who see their step counts, distance, and other metrics in the Fitbit app BUT who don’t see those same metrics on their Fitbit’s clock face. 

If your problem is that you don’t see ANY metrics on either your Fitbit or the Fitbit app, look at this article for tips to fix that issue: Fitbit not accurately counting or tracking steps? Let’s fix it.

It’s a good idea to run through the following checklist before you start on our troubleshooting tips.

  • Update the app and/or Fitbit firmware to the latest available versions.
  • Check that your timezone is correct on your paired phone and inside the Fitbit app in your account profile’s personal settings. 
  • Sync your Fitbit inside the app using the manual Sync Now option. For syncing issues, see this article.
  • Place your Fitbit on its charger and make sure it’s charging. Then seat your paired device next to your Fitbit and see if they sync and the numbers update.
  • All Fitbits automatically reset at midnight, so if the clock just turned, your Fitbit may have just reset the step count and other metrics.

Tip #1 Refresh your Bluetooth or WiFi connection

When your Fitbit doesn’t show any on-screen metrics, it indicates a communication problem between the app and the Fitbit device.

So, start with its Bluetooth (or WiFi) connection

  1. For Bluetooth turn bluetooth off and on
    1. Open the Bluetooth Settings on your paired phone and turn off Bluetooth.
    2. Wait for 10 seconds, and then turn Bluetooth back on.
    3. Then open the Fitbit app and wait for it to sync with your Fitbit device. syncing fitbit device Fitbit Versa 3 in Fitbit app
  2. For WiFi
    1. Open the Fitbit app.
    2. Go to the Today tab > tap your account picture or icon > and choose your Fitbit device from the list. tap Fitbit device in the list of items in your Fitbit app account settings
    3. Scroll down and tap Wi-Fi Settings. Not all Fitbit models support WiFi, so skip these instructions if you don’t see this option. Wi-Fi Settings in Fitbit app
    4. Connect to an existing network or set up a WiFi connection to a new network. connecting to a WiFi network in Fitbit app
  3. Once your Fitbit connects to WiFi, please wait to sync with the app or tap Sync Now to force manual sync. 

Tip #2 Restart both your Fitbit and the Fitbit app

Restarting often fixes these issues by refreshing the communication between the Fitbit device, the Fitbit app, and your paired phone.

  1. Most but not all Fitbits offer a way to restart them (also called Reboot.) You’ll find this option in your Fitbit’s Settings app under Shut down, Reboot, or About > Reboot. See this article for exact instructions by Fitbit model: Need to restart or reset your Fitbit? Learn the steps  Shutdown, turn off, or reboot fitbit
  2. To restart the Fitbit app on your phone, you want to close it and then relaunch it.
    1. For most iPhones and Android phones, swipe up from the bottom until you see a stack of app tiles on-screen, locate the Fitbit app, and then swipe it up off the top of your screen to close. Fitbit app force close on iPhone or iPad
    2. Once closed, you can either tap open the Fitbit app to relaunch it OR restart your phone and then tap open the Fitbit app.

Tip #3 Check your Fitbit’s clock face permissions

If you haven’t given the clock face permission to access your activity, heart rate, and other data, the clock face won’t be able to display that information.

So, verify that you didn’t inadvertently change these permissions.

How to review and update your Fitbit clock face’s permissions

Keep your Fitbit and paired phone near each other for the following instructions.

  1. Open the Fitbit app.
  2. Go to the Today tab > your profile picture or icon > and tap your Fitbit from the list.
  3. Choose Gallery. Gallery tile in Fitbit app for clock faces and apps
  4. Scroll down to My Clocks and tap your current clock face.My clocks in Fitbit app for Fitbit clock faces settings
  5. Scroll down and tap the See all details. See all details for clock face in Fitbit app
  6. Choose Permissions.
  7. Allow the clock face to access all requested permissions by toggling them on. If they are already on, toggle them off, wait 10 seconds, and toggle them back on. Clock face permission settings for Fitbit in Fitbit app
  8. Wait for 20 seconds and wait for the clock face on your Fitbit device to update your stats. If not, restart your Fitbit and see if the clock face, then updates your stats.

Tip #4 Temporarily change your Fitbit’s clock face

Sometimes, this problem persists even after updating and refreshing all the connections, communications, and permissions between the Fitbit app, your phone, and the Fitbit itself.

In these cases, we recommend changing your Fitbit’s clock face to one designed By Fitbit and then, if desired, changing it back to your preferred clock face.

How to change your Fitbit’s clock face using the Fitbit app

  1. Open the Fitbit app and tap the Today tab > your profile picture or icon > tap your Fitbit from the list.
  2. Choose Galley.
  3. Select the Clocks tab at the top. Fitbit app see clock faces made by Fitbit
  4. Scroll down to the By Fitbit clockface.
  5. Tap View All and scan through the available clock faces designed by Fitbit.
  6. Choose a clock face with the metrics you want on-screen and tap Install. Install a clock face made by Fitbit
  7. If asked, allow requested permissions and tap Proceed. Allow Fitbit clock face access to your data permissions
  8. Please wait for your Fitbit to update its clockface–do not press any buttons on your Fitbit until the clockface updates!

Once updated, see if your step count and other metrics update to reflect the numbers in the Fitbit app.

If so, you can repeat the steps to change back to your preferred clock face, and your metrics should continue appearing on your Fitbit’s screen. Corrected step count on Fitbit

It worked for me!

Final thoughts

Hopefully, your metrics like steps, distance, active zone minutes, and others are now showing up on both your Fitbit device’s clock face and your Fitbit app.

If not, make sure you use the latest version of the Fitbit app and the newest firmware for your Fitbit.

If you confirm you run the latest versions or an update did not help with the problem, contact Fitbit Support for further assistance.

It’s also a good idea to have your device’s serial number, model number, and proof of purchase available before you reach out to Fitbit Help.

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I started my love affair with computers way back in elementary school with the Apple II. Since then, I've worked with technology in my career as a media educator and videomaker. I have an MFA in media making from Temple University, where I also taught undergrads as an adjunct faculty member. Additionally, I was a writer, content producer, and editor on the popular tech blog AppleToolBox. So I know a thing or two about teaching others and creating how-to guides! After a cancer diagnosis, I turned to mobile technology like my Apple Watch to help me monitor my health throughout my chemotherapy treatment and later, to regain my wellness once in remission. I love sharing how to understand and use mobile tech, like smartwatches and phones, as a tool for empowerment to live our best and healthiest lives! Connect with me on LinkedIn!



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