Hot Issues
Standard Procedures
Setup/Syncing/Notifications
Accuracy
Miscellaneous
100

Issue:

Users are reporting that their daily calorie total is not changing when adding new food items

Case handling instructions    

T1

  1. Confirm the users app version and platform 
  2. confirm the issue is the same
  3. send a hot issue medium macro 
  4. Add JIRA: CS-23763

IS THIS TRUE OR FALSE?

Jonathan Blunt

New mobile app release 

Hi all, 

Fitbit has started to roll out App version 3.41 for both iOS and Android. iOS is currently at 1% release and Android is at 10%, pending review. If all goes smoothly we can expect both versions to hit 99% by Friday. 


Some key improvements 

- Improve background sync reliability

- Fix for bug Calories not counting when added to food tile 

100

The step below is part of the battery not charging steps? 

Verifica di aver rimosso la copertura di protezione di plastica dal retro del dispositivo.


Yes

100

What do we need to do if a customer has already tried the standard setup troubleshooting steps and can't setup the device?

Try with another device

100

If a customer that has a Charge 3, Inspire or Inspire HR is concerned about the accuracy of their step count, which macro do we need to use?

Step accuracy test - Charge 3 and Inspire/HR

100

Which is the procedure we need to follow for a tracker with the HR sensor broken?

Ask for a picture and ask if the tracker was damaged

200

Description
iOS users who have restarted their phone can receive old/cleared calendar notifications.
           
            Steps to reproduce
1. Restart phone or walk away from phone so BT connection breaks
2. Restore BT connection after restarting phone or getting in range of device

Current workaround

No current workaround 

WHAT DO WE NEED TO DO?

Case handling, including social and community

t1 

  1. Verify the user has experienced the steps to reproduce under the description
  2. Attempt TS for notifications 
  3. Add Jira: IPD-139596
  4. if unresolved, send Hot issue - medium macro and resolve the case
200

Where can we check if all the permissions have been granted to a clock face?

In Dutch in the section apps

200

What do we need to advice to a customer that is using a phone listed below and it is having issues syncing and receiving notifications?

  • Huawei P8 Lite
  • Huawei P9 Lite 
  • Xiaomi Mi 6 
  • Huawei P20 Lite 

What should I know about using the Fitbit app on my Android phone?


200

What do we need to check if a customer states that there is no distance on his run exercise from today?

Check if it was logged manually or let the SmartTrack to register the exercise

200

Which is the procedure we need to follow for skin irritation cases?

Escalate to Tier 2

300
  • Ionic
  • Versa
  • Versa Lite

Customers report their watch isn't vibrating when they receive text notifications, but the watch vibrates for other things such as alarms.

WHAT DO WE NEED TO DO?

Case handling, including social and community

t1:

  1. Confirm the customer has their notifications set to "On" in the power tray.
    • If they are not set to "On", ask them to set it to On and try again.
    • If they are set to "On", confirm that the user has all other notifications requirements set correctly as listed in How do I get notifications from my phone on my Fitbit device? and follow the troubleshooting steps provided on that page.
  2. If the watch still isn't vibrating when texts are received after troubleshooting, add the Jira ticket to the case and send the Hot Issue - medium macro.
300

Which is the procedure that we need to follow when a customer states that can't setup the SpO2 until the new firmware is installed?

Wait for the a new firmware

300

If a customer already tried to sync the device with two different mobile phones and it is still having issues to sync, what is the next step?

Review the warranty state and replace it if it is valid

300

What should we say to a customer that states that he registered a run exercise via MobileRun and it is not showing the heart rate?

That this is normal as this changed a while ago

300

Which is the grace period for an out of warranty tracker?

30 days

400

Charge 4

Users may report that they are unable to access their on-device settings.

WHAT DO WE NEED TO DO?


Case handling, including social and community

t1

  1. In DUTCH, confirm that the customer has started the Background Firmware Download of FW version 1.100.43. The completion percentage may show 100%. The firmware update is still in the phased rollout and is not yet available to 100% of the Charge 4 population. 
  2. Provide the Hot Issue - High macro, but let the customer know that the update will be available soon.
  3. Add JIRA: CS-24018
400

Which are the reasons that cause the sleep stages to not be registered?

  • If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
  • If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep with my Fitbit device?
  • If you slept for less than 3 hours.
  • If your device’s battery is critically low.
400

Do we advice the customer to try with another phone when not receiving notifications?

No

400

Which are the articles that need to be reviewed if a customer is concerned about the accuracy of their distance traveled.


How accurate are Fitbit devices? 

and 

How does my Fitbit device calculate my daily activity?.

400

Which is the procedure we need to follow when a retailer contact us?

- Questo supporto è per utenti finali. Per motivi di sicurezza e per poter risolvere velocemente, è preferibile avere un contatto diretto con il proprietario del dispositivo Fitbit.

- I negozi possono contattare i distributori ufficiali di Fitbit Italia dato che la procedura per il reso dei prodotti non viene fatto attraverso questo canale.

Comunque sia, vorremmo chiederle se dispone di alcune informazioni:

- Nome e cognome del proprietario dello dispositivo Fitbit.

- Indirizzo email associato all'account Fitbit.

- Ci dica se il cliente è d'accordo e noi lo contatteremo direttamente.

500

Sense & Versa 3

Users may report a number of different HR accuracy issues. Examples include: too low while doing an exercise or too high while resting, etc...

WHAT DO WE NEED TO DO?

Case handling, including social and community

  1. follow standard HR troubleshooting and provide user information with what may affect their HR readings
  2. If the issue persists, provide the Hot Issue - Medium macro
500

If the battery graph shows abnormal charging what we need to do?

  1. In DUTCH, check the customer’s Fitbit device for high battery use features. Examples of high battery use features include: GPS, always-on display, a large number of notifications each day, and so on.
  2. If you don’t see anything in DUTCH, ask if they’re using third-party clock faces, animated clock faces, or many timers. 
  3. If the customer uses these features, explain that they cause the short battery life: 
    1. Suggest that the customer disable one or more of these features.
    2. Categorize the case with these issue levels: Battery > Always on Display - Battery Drain.
  4. If the battery tool graph consistently shows fast discharge for the past 2 weeks:
    1. Review warranty replacement options.
    2. Updated! If requiring a return of a Inspire 2, Sense, or Versa 3:
      ▪ Note the case with a screenshot of the battery tool.
    3. Categorize the case with these issue levels: Battery > Battery Short Life
  5. Resolve the case.
     
500

What do we need to do if the customer states that on the screen of the watch it shows "Data not cleared sync and try again"?

Set up the device again. See How do I set up my Fitbit device? and use the Setup Fitbit device macro

500

How does the active zone minutes work

Earn Active Zone Minutes for time spent in the fat burn, cardio, or peak heart-rate zones. To help you maximize your time, you earn 2 Active Zone Minutes for each minute you’re in the cardio or peak zones. Heart-rate zones are personalized based on your fitness level and age.

500

Which is the procedure we need to follow for the empty boxes

Remember that we should not advise to the customer that we need to wait the 14 days, Also, please remember to: 

- Ask for clear pictures showing the information below and also the case number: 

- The label on the box

- The tape on the box

Also, ask the information below and also the case number:

- Was the parcel damaged when you received it? 

- Was the tape torn?

Please always escalate the case to Tier 2 when the pictures are received. 

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