Charge 5 Not Tracking Sleep

[Jimfoto]

I bought a Charge 5 for my wife for Christmas and it doesn't track her sleep. I now see that this is a common issue with these, something she didn't have with her Charge 3. We've tried a few suggestions, but nothing has seemed to work. One night it did start recording 4 hours after she went to sleep. Is this something that can be fixed with settings or should I just return it?

[YoMoore]

Have you tried turning off the heart rate in settings and then syncing the Charge 5 and then turning the heart rate back on? That's what customer service had me do and although two nights ago it missed an hour of sleep last night it seemed to work fine. There are too many people having this issue for it to be anything to do with the tracker itself it has to be a software issue.

[JetBoatJ]

Just tried that and will let you know the result. Hope this does the trick.

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Tried the sync with heart rate off trick and it didn’t work. Missing first two hours of sleep last night. Growing extremely frustrated since this was working great when I first got it and this feature was the main reason I bought it.

[YoMoore]

Well, don't give up just yet. Mine lost an hour the night after I did the sync but has been fine since. I'll hope yours acts the same. I'm surprised we haven't gotten any feedback from FitBit about his yet. Maybe they're still sorting it out.

YoMoore

[ChrisDN]

My device logs incorrectly. Last night it didn’t start recording until two hours after I fell asleep. . And, it also misses hours during the night. And, I’m not a vampire or sleepwalker!  😁

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My sleep revord is very inaccurate…

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Describes my Charge 5 issues exactly! 

[DavideFitbit]

Hi everyone, thank you for sharing all the steps that worked out for you. 

As mentioned earlier, this information has been shared with the team so they can look into it, but we haven't received other updates for the moment.

However, if you already tried all the recommendations mentioned here earlier and you continue to experience the same inconvenience, please make sure to get in touch with the Customer Support team for further assistance with this. Click here to get connected

I appreciate all your comments and feedback about this problem. 

See you around. 

[YoMoore]

If they do get back to you with a fix can you post it here for the rest of us?

[ColinFP]

So fix the problem

[DavideFitbit]

@ColinFP Thank you for sharing your feedback about this issue. 

It seems that you already tried all the troubleshooting steps suggested earlier. If you haven't done so already, please make sure to continue the communication with the Customer Support team for further assistance with this. 

See you around. 

[Ireneandlen]

Still no help

Sent from my iPhone

[GuardianSean]

Im gonna try this myself as it seems my device records but somehow doesnt transmit right to the app

[DavideFitbit]

Hi, thank you for your replies. 

@ColinFP I've been informed that you already contacted the Customer Support team about this problem and it seems you already tried the basic troubleshooting steps. If you're still having this problem, I recommend that you continue the communication with them for further assistance. Click here to get connected

@GuardianSean Let me know if you're still having the same inconvenience. Are you having trouble to sync any other information to your account, or just sleep? 

I'll be around. 

[rpaczan]

Same issue with mine I bought last month.

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @rpaczan. 

Thank you for sharing that you've been having the same inconvenience with your Charge 5. 

It seems that you already contacted the Customer Support team for further assistance with this. In this case, I recommend that you continue the communication with them so they can provide you with the next steps. 

See you around. 

[stinglybell]

I have noticed that if I expand the sleep score graph and then shrink it again then the data populates. So the data is getting to the app but the app isn't automatically picking it up to add to the graph and the daily log. Definitely an improvement. App update is a few days ago so that seems to have helped.

[Orh62]

Have deleted reinstalled app. I sync app before sleep and move my fitbit to dominant wrist works 90% of time at the moment

Sent from Samsung Mobile on O2
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[RalphieA]

I am having issues as well. I’ve done all the things you’ve mentioned. I’ve spoken with several representatives, done what they’ve asked me to do, and it’s still not tracking my sleep. I bought it specifically to track my sleep for the health metrics and oxygen reading as I have health issues. This isn’t the first time I’ve had this issue since purchasing it in November. The first time it worked for about a week, this time it’s not working at all. I’ve lost 4 nights now. I’m in the premium trial period. It doesn’t make me want to purchase premium which I desperately need! 

[DavideFitbit]

Hi everyone, thank you for your replies, and welcome to the new users in the Community. 

@stinglybell @Orh62 If you feel that the problem could be related to the Fitbit app, please make sure try the following steps as well: 

• Log out from the app.
• Clear Cache for the Fitbit app on your phone's settings (Settings > Apps > Fitbit app > Storage > Clear cache)
• Restart your phone. 
• Log back in to check if you're able to see the information. 
• Uninstall and reinstall the app, as this has been useful for other users experiencing something similar. 
• Try to set up your Charge 5 as a new device in your account if you're still having the same problem. 

@RalphieA I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. 

See you around. 

[GraceRees]

Not sure how this can be the best answer! My fitbit charger doesn't have a flat end or a button??

[DavideFitbit]

@GraceRees Thank you for sharing your feedback about this. 

If you have a Charge 5 charging cable, you'll find the button on the USB end of the charging cable. It's the little circle on the USB connector. Let me know if you're able to find it and complete the restart procedure: 

In case you continue to experience the same inconvenience and if you already tried all the troubleshooting steps mentioned earlier, I recommend that you continue the communication with the Customer Support team for further assistance with this. Click here to get connected. 

See you around. 

[RobHazen]

My charge5 charger does not have a button on the flat side - no button at all. What now??