Fitbit Ace 3 not showing sleep stages

[Claonic]

Hi,

I got an Ace 3 for my kid and although it tracks sleep, it never shows sleep details (REM, deep sleep etc). I tried it with 2 kids, changing hands, modifying wristband, restarting etc. Nothing works. My understanding is this model should do this. Does anybody have this problem? Is there something that could be done?

Although I have 2 other Fitbits in the family, I begin to have doubts about paying three times the price of other smart bands and having things not working.

Thank you.

Moderator edit: subject for clarity 

[LiliyaFitbit · Accepted solution]

It’s good to see you in the community, @Claonic.

Thanks for the details shared in your post. I understand how you are feeling about this situation and appreciate your efforts. I would like to confirm that the Ace 3 tracks automatically time asleep and movement during the night. It doesn't track sleep stages since it doesn't have the heart-rate tracking. I appreciate your understanding. For more information about the Ace 3, see How do I get started with Fitbit kids devices? and this manual. 

Hope this helps. 

[Claonic]

Hi, thank you for your answer.

Well, I guess this is just misleading if not false marketing in that case. On the Fitbit site it says it does sleep tracking, how would one know that after a few years of using Fitbit devices with sleep stages tracking, the last product does not do this? It is written somewhere on the product page that the sleep tracking feature is limited?

Plus, reading Ace 3 reviews on internet, for example here: https://www.androidcentral.com/fitbit-ace-3-review, it is written:

"The feature I look at more than anything is the sleep data, which is just as detailed as for adults, including the time the child fell asleep and woke up as well as their hours in light, deep, and REM sleep and their moments of restlessness through the night. It's a great way to help pinpoint issues or triggers."

I don't know if this is a payed review or not, but it says it does sleep stages. It is one of the first links returned by Google (your parrent company) and nobody at Fitbit bothered to adnotate that.

And just for the sake of being entirely correct, I see that there is a heart sensor inside the Ace 3, but it is deactivated.

[Cleo29]

I was also mislead by this, and was convinced Ace 3 had detailed sleep tracking - that was the main reason why I purchased it. When you search in Help to find out how to get sleep cycle data, it mentions 2 models where you can’t get data - neither of these are the Ace 3. 

[Claonic]

I would really like to see some official position from Fitbit on this one.

[Miki_miki]

Same here. This is misleading. I was searching the website when I saw those vertical lines and got confused.  They shouldn't misled consumers 

[virginiaspangle]

I purchased this solely for sleep stages and I see no indication anywhere except this thread that it doesn't provide them.

[cupprc]

Same, I feel cheated.  

[csbbcandy]

Same here. I bought Ace 3 for my son because I thought it would have detailed sleep data just like my Fitbit versa 2. This is the main reason I chose Ace 3 for my him.  Now I don't know what to do with this Ace 3 now. I am not able to return it to the store. I am so disappointed. With this price, I could pick another brand or another version of Fitbit. Please tell me what to do now! I am very upset.

[Cleo29]

Hi, as you can see from the many comments now on this topic, your response is not enough. Many people here have spent money on the Ace 3, and feel cheated as the device does not do what the marketing text claimed it would. What is your response to this? 

Moderator edit: content 

[Claonic]

I totally agree. I see no official response from Fitbit.

[LiliyaFitbit]

Hello everyone, thanks for your participation in the Community.

Thank you for taking the time to share your comments and experiences. I understand how you are feeling and appreciate everyone's feedback. Our team strives to improve our products, services and overall environment based on the feedback we received from our Community members. You can find additional information about the Ace 3 in our store and press release.

See you around.

[Cleo29]

Hi LiliyaFitbit,

Thanks for your reply. I note that the Store text has now been updated. The graph of the time spent asleep was not there before, so it seems this is updated marketing now! At least no one else will be misled, but I still feel the people in this forum need an explanation for being misled, and the right to get a refund on the product they purchased due to inaccurate marketing. Please advise. 

Thanks

[LiliyaFitbit]

Thank you for your reply, @Cleo29.

I appreciate the additional information. I understand your concern and would like to confirm if the information about the sleep stages on the Ace 3 was provided in our Fitbit online store? Regarding the refund, you can check our return policy and contact our Support team for further assistance. 

Looking forward to your response. 

[Cleo29]

Thanks for your reply @LiliyaFitbit . I purchased via the Fitbit store, and used the content and reviews there to make my purchase decision. With regards to the returns policy, I think you are missing the point that we are all complaining because of misleading marketing. As you now clarify,the device does not do what we all thought it would do, so it is not a matter of the product not working, it is a matter of dissatisfaction. I am beyond the 45 days from purchase, so now it is down to the discretion of customer service. So let’s see what happens. It would really work in Fitbits favor to admit there was an error in marketing - it would go a long way to appeasing your customers, especially loyal, multi-Fitbit owners in this string. 

[Linalulu]

Same here. I feel misled on the sleep and exercise tracking marketing - I even have screen shots of the Ace 3 from the online manual showing the Exercise option as not only there but switching from Running to Swimming. The sleep tracking on our end displays a “cannot display details right now. Try later” - that makes it even more infuriating as we see it daily and reminds us daily that this function does not work. The help lines have been also quite disappointing - zero acknowledgment that the Fitbit marketed for kids costs almost as much as the adult versions but counts only steps and hours asleep. They actually made me feel bad as if I am misunderstanding something not reading the manuals. I also am yet to see the hydration reminders work on any of our devices. We did get a replacement for ours and are left with a customer rep saying that Fitbit may introduce these features in a forthcoming upgrade. 

[AudiBoy12345]

mine for ace 2 just says whenever i scroll down to the sleep thing with the crescent moon symbol, "No Data" so i feel like ur right, too much marketing

[Lisath]

Hi, did you get a response to all this from Fitbit? I, too, am seriously disappointed in this issue. I was needing this feature to track my ASD sons sleep quality. I too am out of the 45 days but still would like a resolution to this problem. Such a bummer I spent so much more money on this watch than others.

[Cleo29]

I just had a chat with Customer Service. First response, as expected, was that the heart rate tracking is not active, therefore sleep stages cannot be generated. All well and good now, but this was not how the product was marketed when I, and you all, purchased it. They advised they will look into it and come back to me. I advised them to visit this string in the Community for more information on other cases.

[Avcromeo]

Same thing for me...not only the sleep stages missing but also not being able to see actual stats for the kids without switching to child view as them is annoying as heck...starting to regret investing in the fitbit ecosystem...