App not adding sleep unless manually input Charge 5

[Harry916]

Hello, I’ve been having an ongoing issue with the charge 5 not adding my sleep time unless I manually input the time I slept into the app. The heart rate tracking is working fine and it seems to be collecting the sleep data however the app doesn’t seem to detect when I fall asleep or wake up. So each morning I have to tell it in order for it to give me my sleep score.

I have tried the following things:

logging out and logging in

deleting the app and reinstalling 

clearing user data 

wearing it on a different wrist

changing the position it’s sitting on my wrist as well as different tightness

As mentioned the data is being collected but the time I begin and end sleep does not automatically detect in the app. I do not want to have to manually tell the app when I am going sleep either 

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, it's good to see you around the FItbit Community forums, @Harry916. 

I appreciate all the information provided about this issue with your Charge 5 and the troubleshooting steps that you already tried. 

The are some general recommendations that are usually helpful to resolve problems to track sleep information, you can find more information here. However, it seems that you already tried all the basic steps shared in the forums. 

If you already tried the recommendations I mentioned earlier, I do recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

See you around.