New Ace 2 not tracking sleep accurately

[Marc1744]

Have a strange issue with my daughters Ace 2 Its 2 days old. Tracks when she falls asleep, but then massively underestimates when she has woken up.

For example last night.

Sleep 20:20 - correct

Awake - 03.17. Definately not correct! Was actually 6:30ish.

Is this a known issue? Any way we can fix it?

Thanks.

Marc.

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @Marc1744.

I am sorry to hear your daughter's Ace 2 is not tracking accurately her awake time. I appreciate the additional details and I am here to help. I understand your concern and recommend doing the following:

1. Restart the tracker by following the steps from this help article: How do I restart my Fitbit device?
2. Confirm that the tracker is snug on her wrist. 

Please note that if you sync your daughter's device while she is sleeping, her sleep tracking is interrupted. I recommend not to switch to kid view while your daughter is sleeping.

It is possible to correct the sleep record by following the steps from this help article: How do I edit, or delete sleep logs in the Fitbit app?

You can find more information about tracking sleep here. 

Let me know how it goes. I'll be around if you have any additional questions.

[Marc1744]

Hello.

Have tried restarting etc, but she seems to be getting a consistent pattern.

• It stops tracking at 4:30am when in reality she's getting up between 6:30 and 7:30am

Any other suggestions?

Thanks.

[LiliyaFitbit]

Hi @Marc1744, thank you for your reply. 

I am sorry to hear the issue persists, thank you for your efforts and for providing a screenshot. I recommend trying to sleep with the tracker on another wrist. Let me know if you see any difference. 

Looking forward to hearing back from you.

[Marc1744]

Hello.

Have given this a week now and the same result.

At approx 4:30am, every single night it just stops tracking sleep. As in the line doesnt show any awake period, it just abruptly ends the tracking.

Is on a different wrist, different settings, completely stuck now.

[LiliyaFitbit]

Hi @Marc1744, thank you for response. 

I appreciate your efforts and the additional details. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. Please keep an eye on your inbox. 

Let me know if you have any questions.

[Ardziv]

hello, i am having the same problem...for the past 1 month it is showing wake up time at around 4:30 to 5 am, where in fact he is waking up around 8 am. tried all the steps above with no luck. please if you have any other solution do let me know.