Alta HR not tracking sleep stages.

[eawinnyc]

I’ve read other posts. I too am not getting consistent readings of sleep stages. Yes the band is set properly on my wrist. Yes the HR is charged. Yes my heart rate tracks all night. Given everything I’ve read, could it be that Fitbit is having a software problem?  Any thoughts?  Any suggestions? 

[Marmasicklebaby]

I had exactly the same pattern. One recording on 3/8 when I updated the app then again nothing for the last two nights. It must be a problem with the app, not the device. Keep me posted on what they say.

[KTMoye]

Again, I went through all this months ago. Fitbit was very nice and suggested patience while they worked out the kinks. Had a similar problem with the Inspire. Bought an Apple watch and have been totally pleased with it. Turns out reporting "REM" sleep based on heart rate and body movement is inaccurate and often wrong--need to monitor the eye movement, not body. The app I use with the Apple Watch is giving me great info on my sleep patterns that is clinically accurate. 

[CDT59]

Will do!

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[CDT59]

Well that’s excellent to know! Might be worth making a change to Apple, especially since I already have an iPhone. Thank you!

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[CDT59]

Hahaha will try that too! They were very helpful when I called so will see if it works tonight!

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[thenobleshrew]

I have also updated the app, about 3/7, and have lost sleeping tracking since.  Please advise if you find a solution. 

[kgabelsb]

I did talk with a customer support person and she told me that this is a known problem that they are working on but they did not have an estimated fix date.  I explained that this is the second time this has happened (also happened in January), the app worked in February and the app update in March broke it again.  I also pointed out that some of us were getting very frustrated and didn't understand why this seems to be happening.  She did not have any answers ...

[CDT59]

I certainly will! I keep going back and forth with customer service and so far, no solution!

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[CDT59]

Yep agreed. They keep telling me to try the same things and nothing has worked.

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[Cearll]

Good luck with that. I finally broke down and bought the Versa 2. I love it so much, t’ve had it 2 wks now. Since I was out of warranty, Fitbit gave me 25% off.

[Cearll]

I finally 2 wks ago bought the Versa 2 and love it. I was out of warranty so they gave me 25% off. Good luck!

[kgabelsb]

So, the Versa 2 isn't having this problem?  I am going to look into getting one, it would be much less expensive for me than to switch to Apple since I don't have an Apple phone.

[kgabelsb]

Well, I just did a search for the Versa 2 and it had the same problem in February 2019.  Two users solved it by uninstalling and reinstalling the app, but I am betting that a new version of the software fixed the problem rather than the reinstallation itself.  Additionally, from other posts, it also stopped working with the update on November 29, and appears to have started working again in January with a new release.  I cannot find any posts about the Versa not working now, so I am wondering if the fix they put in fixed the Versa but not the Alta and Inspire.  I am going to call them again today.

[CDT59]

Very cool! How did you access the 25% off?

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[CDT59]

That sounds great! I’ll be interested in hearing what you find out.

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[kgabelsb]

I just talked to Fitbit customer support again and according to the person I talked to just now, there is not an issue with Sleep Scores on the Alta or Inspire.  She said that my case # did not reflect the same thing that I called about today (sleep scores).  I am really at my wit's end trying to be patient with these people, but they are making it very difficult to remain a Fitbit customer.  She promised an email response today.  I am going to start calling every day until they get it fixed or I give up ... 

[Nibbles1]

How do you a hold of customer support. I couldn't find a contact number. My sleep stages are hit or miss, more miss than hit 🙂 Think I need to make a complaint with all the others.

[CDT59]

I told them the same. It is ridiculous!

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[kgabelsb]

1 (877) 623-4997

[Nibbles1]

Thank you for the info.