Device not tracking heart rate and no sleep score too

[PJDalto]

Not getting sleep score or heart rate for 2 weeks - have cleaned back of fitbit any ideas?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @PJDalto, welcome to the Community Forums! Sorry for the delay responding your post.

Thanks for bringing this to my attention and for cleaning your device prior to posting. To better assist you with this, can you please let me know when was the first time you experienced this and how many times since then? If you device isn't tracking heart rate, can you please confirm if you're receiving basic sleep information? As it turns out, in order to receive Sleep Score, you must receive Sleep Stages, which needs heart rate information to be tracked. Therefore, this may be the root cause of why you're not receiving Sleep Scores anymore.

That being said, can you please let me know if the heart rate sensors of your device are still flashing? If you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. 

Keep me posted and let me know if you have any additional questions.

[PJDalto]

Hi there

Heartrate stopped registering on Saturday 16th Nov around midday, got a sleep score on 16th Nov, but only basic sleep details from 18th onwards!

Paula

[RicardoFitbit]

Thanks for your reply @PJDalto, my apologies for the delayed response.

I appreciate the details that were shared in your post. To move forward, can you please let me know if the troubleshooting steps that were shared on my previous post were already tried? 

I'll be waiting for your reply. 

[PJDalto]

No they are not flashing. Sorry missed that bit on your message.

[PJDalto]

will try and restart it later on today and will let you know.  Many thanks.

[PJDalto]

re started as per the instructions, still no lights 😞