Sleep score doesn’t update with sleep

[iamtheresa]

I woke up at 6 am and synced my fitbit and phone. Noticed I didn’t get enough sleep and went back to sleep for about 1.5 hours. My sleep updated with the next sync but my sleep score did not. So even though it says I slept 7.5 hours, with over 1.5 hrs of REM and deep sleep, it’s the lowest sleep score I have which is really odd. 

[Redmagster]

I have the same issue. I spent some time awake at 4am today and got a sleep score of 65 with about 3hours 30 sleep but went back to sleep until after 7 and ended up with 6hrs52min sleep but the sleep score is still 65 and didn't update at all?

[adeleha]

Same same! I woke up to let the dog out in the middle of the night. It scored me a 71, and then even though I got another 5 hours of sleep, it never updated score. I'm assuming that the annual premium subscription I just paid for will be refunded or extended based on this significant bug. I would really appreciate a response from Fitbit please. Thank you! Adele 

[starms80]

Same problem here on my Ionic - looks like a bug - my wife noticed it happening too with her surge 3

would be great if it were fixed

[cubixy2k]

I noticed I don't even get sleep scores anymore - mine just says simplified sleep details, which starts on September 8th, same day as your problem.

Ever get a response?

[adeleha]

Fitbit shows this banner: Updated 10/9/19: We’re aware that some customers may experience a compatibility issue with notifications after updating their iPhone to iOS 13. We’re hard at work to resolve this issue. See this thread for details and troubleshooting steps.

[cubixy2k]

Appreciate the response, but what does notifications have to do with the sleep score?

Also this started September 9, not October 9.

[Hfcrystal]

Mine is the same, it's just giving me basic sleep.  I contacted support and they said to turn off heart rate and then restart phone, then put heart rate back onto auto. So now I'm just waiting till tomorrow to see it it works.

[cubixy2k]

Well, after resetting everything, no change, still not getting sleep details.

[callieco]

Similar problem with my Alta HR.  Just set up device on October 18.  Was looking forward to seeing the detailed sleep stages and sleep score.  Nothing for nights 1-3 sleep.  Then on the fourth and fifth nights I had success getting both the sleep stages and sleep score, but it was short lived. Now again last night I received only basic sleep data.  During this 1 week time period I don't believe there were any new ios updates and I had already updated my Fitbit os on the first day I set it up.  I think between all of our comments we have covered all possible scenarios and we have followed all trouble shooting tips.  It would appear that these in depth sleep details are going to be intermittent or for some non existent until Fitbit gets a handle on what is causing the problem.  Now that I've seen the detailed sleep data, it's really informative and useful to me to have it, I want more 😊.

[cubixy2k]

The only things I haven't tried was turning heart monitor to "ON", and
enabling all day sync. We'll see if that changes anything.

What phone do you have?
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Moderator edit: removed personal information

[Hfcrystal]

I know, I really enjoy having the sleep breakdowns and the score. Its frustrating just getting basic sleep,  I've done what support said to do and apart from one night it's still the same. Sent from my Samsung Galaxy smartphone.

[callieco]

iPhone XR

[LizzyFitbit]

Hi everyone. It's good to see you here in the Forums and I'm sorry for the delayed response.

Thanks for your participation in this thread and sharing the steps that you've tried so far to get the sleep score details updated in the Fitbit app. I understand how important is to get your information correct on the app to track your progress, and let's work on this together. While you've tried troubleshooting this situation, please give a try to the following steps in the given order:

1. Verify if the Fitbit app is updated and reboot your phone.
2. Open the Fitbit app and tap on your profile's icon.
3. Tap on your Alta HR's image > heart rate > Off.
4. Sync your Alta HR and try the restart process.
5. Turn back on the heart rate settings and sync one more time.

Monitor your Alta HR for the next nights making sure to wear it as described in this help article. If the issue persists, please provide me with your phone model so I can further investigate.

I'll look forward to your response.

[cubixy2k]

Thanks - I've tried this already on the latest update and it hasn't worked.
When is the fix planned to be released?

[LizzyFitbit]

Hi @cubixy2k. Welcome back and I'm sorry for the delay.

Thanks for your efforts while trying the steps posted above. Just to confirm, were you able to receive your sleep stages? I'm asking this as if you continue receiving the sleep pattern, that's the reason why the sleep score isn't generated. Please check this help article that explains what other factors prevent you from receiving sleep stages. Also, make sure your heart rate is being recorded at night and to sleep more than 3 hours to receive sleep stages.

If the same keeps happening, please go to the Fitbit app, tap on the sleep tile and then on your last sleep log. Take a screenshot of the message displayed explaining the reason why the sleep stages weren't recorded and attach it in your reply. This will help me to continue working on this.

Keep me posted.

[cubixy2k]

After speaking with support again, they requested I send back my tracker
and they will be replacing it with a new Alta HR. The problem was more than
just the sleep details, I noticed that on the same day my daily calorie
burn shot up by 50%, and my rating heart rate was several beats per minute
higher than normal.

These factors indicated a faulty tracker.
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Moderator edit: removed personal information

[Hfcrystal]

My Fitbit is still not recording my sleep pattern properly after doing what the app said to do , interestingly last week my heart rate was a full 10 beats slower for the full week, I tried restarting it and after a few days it went back to normal. I will contact support again in case I need a new Alta hr.

Helen

Sent from my iPad

[LizzyFitbit]

Hi @cubixy2k and @Hfcrystal, it's great to see you again. I'm sorry for the delay.

@cubixy2k, thanks for keeping me updated and for your efforts while working on this. I'm glad that you received assistance from our Support team and I'm sure you'll be back on track shortly with your replacement. Please check this help article for instructions to set it up in your existent account.

@Hfcrystal, thanks for the information provided and it seems that the sleep stages and scores weren't generated due the heart rate not being correct. Since that was fixed after trying the restart, I'll need you to keep an eye on your Alta HR to see how it behaves. You can also give a try to the steps posted above  in case you've not done so.

Let me know how it goes.

[Noodle5282]

I don't get the details anymore either. As a mom of 9 month old twinfants I was depending on this as it was helping me with how much sleep I'm not getting and how often my babies are waking up and what times. Then it just quit working. I have tried everything. Re connecting the device, uninstall and reinstall, nothing seems to help.