Ace 3 shows 'No Data' for sleep

[EmmaT2008]

I bought the fit bit ace 3 a month ago and we have been trying everything to get the sleep tracker working. We have reset it several times. I’ve tried wearing it myself and nothing seems to work. I’m not finding much info except that it should be tracking pretty easily on its own. My other child has the fit bit ace 2 and that tracks sleep well. What can o do at this point?

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @EmmaT2008.

Thanks for the details shared in your post and for already trying to resolve the issue. I recommend checking if your Fitbit app is updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app? If the issue persists, please provide the model of the phone and the OS version for further investigation. Please also confirm if you see your child's sleep information in the Fitbit app?

Looking forward to hearing back from you.

[EmmaT2008]

Hello-  

The app is tracking sleep in the iPad, but not showing on the Fitbit ace 3.

what do I do?

I have updated and synced the app Fitbit several times.

[LiliyaFitbit]

Thank you for your reply, @EmmaT2008.

I appreciate your efforts and the additional details. Could you please provide the model of your iPad and the OS version for further investigation?

Looking forward to your response. 

[KTidey]

I have just bought an Ace 3 for my daughter and the watch is showing 'no data' for sleep. The data is coming through to my phone so it is recording but its very annoying for the watch not to be showing it!

It is updated to the latest software as of Sat 26th June. 

Moderator edit: format. 

[AndreaFitbit]

Welcome to the Fitbit Community, @KTidey. Thank you for letting us know that your daughter's Ace 3 isn't showing her sleep data and that it's updated to the latest software.

Has the  Ace 3 shown sleep data at any time or it hasn't shown it ever? What does  your device show when you swipe it up? 

Keep on visiting the forums. 

[KTidey]

I think it showed for the first night and not after that. The watch says "no data" for sleep. 

Since Tuesday we are only getting very basic sleep stats on the app on my phone aswell so it does not seem to be recording properly.

[AndreaFitbit]

Thanks for getting back to us and for letting me know that you´re not getting sleep data on the Fitbit and that your daughter is getting basic sleep stats on the app @KTidey.

With the Ace 3 you can see your sleep stats, including when your kid goes to bed, how long she´s asleep, and how long she spent awake or restless. What do you see in the app?

Keep on visiting the forums. 

[KTidey]

I just see her sleep and wake time, no restless or wake in the night time. Last night it only had her asleep for 1hr 50 mins though.

[AndreaFitbit]

Thanks for getting back to us and for letting me know what you see on Sleep @KTidey.

I'd recommend restarting the tracer:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
3. Press and hold the button or buttons on your tracker for 5 seconds.
4. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.

If you need additional help, contact Customer Support.

[KTidey]

So I restarted the tracker last night before bed and it is now tracking the sleep on my phone fine again but it is still showing "no data" on the watch.

[AndreaFitbit]

Thanks for getting back to us, for your patience and for troubleshooting Ace sleep issue with us @KTidey.

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

Keep on visiting the forums. 

[Susieoc]

I bought my son an ace 3 for his birthday two days ago, and we have the same problem.

The sleep data is showing on the app on my phone but not the fit bit itself.

I have now read this was a big issue with the ace 2 as well.

is there a resolution?

[LiliyaFitbit]

Welcome to the Fitbit Community, @Susieoc.

Thank you for joining the thread and sharing that you're experiencing the same issue. I understand your concern and recommend restarting the tracker and changing a clock face. If the issue persists, please provide your phone's model and OS version for further investigation. 

Looking forward to hearing back from you.

[KTidey]

Not yet, but I'm hopeful.

[Susieoc]

Hi,

I have tried restarting the tracker and also changing the clock face but it is still not working.

My phone is an Iphone 8 and software version 14.6

Looking forward to your reply.

Susie.

[LiliyaFitbit]

Thank you for your replies, @KTidey and @Susieoc. 

I understand how you are feeling and appreciate your efforts and the additional details. This will help our team to investigate the issue and work on the resolution. Thank you for your time and efforts. I'll post back once I have more details to share.

See you around.

[Dohicky]

I have exactly the same problem.  It showed sleep data the first night then no data after that. I'm using a Samsung galaxy s8. It does show in the app just not on the watch itself 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Dohicky

Thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate the additional details. Our team is currently looking into this issue and I'll update this thread once I receive more details. I appreciate your patience and understanding. 

Additionally, I recommend checking if your Fitbit app is updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app?

[Dohicky]

I’ve found a way to fix this with a tip from another thread. My daughter had one of the animated clock faces, a rabbit that can collect carrots. Once we changed the clock face to a simpler one ( owl face) and the sleep tracking started working on her watch again. So try changing the clock face and see if that helps overnight.