Alta HR not registering sleep stages

[SuZan17777]

I’ve tried the resets recommended. I also checked settings and the only toggle option is ‘sleep insights’. Nothing in there re sleep stages. The reason it gives is that it can’t accurately track my heart rate. But it does track my heart rate during day so this makes no sense. It’s now been 7 nights straight of this issue.  

Moderator Edit: Clarified subject

[AlejandraFitbit]

It's great to see you around, @SuZan17777.

Thanks for troubleshooting this sleep stages issue. There are a few scenarios where you might see your sleep pattern (which shows your time asleep, restless, and awake) instead of sleep stages:

• 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.

Let me know the outcome.

[SuZan17777]

I have not made any changes to how tight I wear my Fitbit nor am I sleeping in different positions than usual. Also the battery is not low. This lack of tracking occurred suddenly out of the blue.

Sent from my iPhone

[AlejandraFitbit]

Thanks for getting back, @SuZan17777.

Upon checking with our support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

In the meantime, let me know if you need anything else.

[SuZan17777]

I contacted support but decided to try this route as a means to finding a solution because I had not (and still haven’t) received any response from customer support. It’s now been 12 days of this issue and I’d like to try to resolve it.

Sent from my iPhone

[AlejandraFitbit]

Thanks for the information, @SuZan17777.

Our support team may be experiencing slight delays in customer response times because of the recent event going on. They are doing everything they can to ensure that you get a reply as quickly as possible. Your patience and understanding will be much appreciated.

Let me know if you need anything else.