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Charge 5 Stopped Recording Sleep Score

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‎05-08-2022 05:03

‎05-08-2022 05:03

I have had a Charge 5 since November 7th. It may have not shown a sleep score only 3 times since then. This last Tuesday night, it stopped showing sleep scores. I had ordered a new Charge 5 because I wanted a different one and received it Thursday. I charged it, updated it and paired it. I have followed all suggestions about getting it to show a sleep score and it hasn't shown one either. So now for 5 days straight, no sleep score. I would think, by process of elimination, it is not the device that is the problem, but the app. The first Charge 5 worked pretty much flawlessly since I had it, but stopped showing sleep scores and now the new one has not shown it since it getting it. I wear it on the same arm, on the same band notch...NOTHING has changed...except I am no longer getting a score.

Why is this happening and what is the fix?

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9 REPLIES 9

‎05-08-2022 07:58

‎05-08-2022 07:58

Hi @Mysticwolf57 are you seeing simple sleep, or sleep with sleep stages. 

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0 Votes

‎05-10-2022 10:48

In response to Rich_Laue

‎05-10-2022 10:48

I am only getting the simplified sleep. No score for 7 days now.

Best Answer

‎05-10-2022 17:07

In response to Rich_Laue

‎05-10-2022 17:07

No one has provided an answer or a fix. Changing to a different Charge 5 and still experiencing the same issue, says it is either an app problem or a software problem.

Best Answer

‎05-10-2022 20:15

In response to Mysticwolf57

‎05-10-2022 20:15

@Mysticwolf57 that is what I suspected. 

Open a night in question. Look under the graph for a possible reason that fitbit may have found. 

Screenshot_20220510-231000_Fitbit.jpg

 

What's sleep score in the Fitbit app?

What should I know about Fitbit sleep stages?

See the question on why your not seeing sleep stages. 

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‎05-11-2022 13:29 - edited ‎05-11-2022 16:57

In response to Rich_Laue

‎05-11-2022 13:29 - edited ‎05-11-2022 16:57

All it keeps saying is, it can't get a consistent heart rate, which is crap. It has worked pretty much flawlessly since November 7th 2021. Until last Tuesday and has stopped giving sleep scores...with TWO different Charge 5's. I had 8 hours and and 54 minutes sleep between last night and today...NO sleep score.  All this points to a software issue or the APP needs updating. I have checked for updates and mine is supposedly up to date.

I want my sleep score back. This is extremely annoying. There has to be a logical reason this stopped. Nothing is wrong with my heart rate, that I can guarantee. It worked for over 6 months and stopped giving the score.

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‎05-12-2022 17:41

In response to Rich_Laue

‎05-12-2022 17:41

So still no solutions? 8 full days now...no sleep score and no resolutions to this problem. How do I get hold of someone at Fit Bit that can get this fixed? Something is wrong with either the App or software...not my heart rate. No reason for it to work since November of last year, then suddenly stop on 2 different Charge 5's.

Best Answer

‎05-13-2022 06:41

In response to Mysticwolf57

‎05-13-2022 06:41

….same thing happened to me this week and I’ve tried all the advice I can find online to fix the issue without success????

Best Answer

‎05-13-2022 08:16

In response to Findlaykiwi

‎05-13-2022 08:16

@Mysticwolf57 look in the top right corner of any page in this community. Tap/Click the circle with the face in it, then Contact Support

2nd way. On uh bottom of this, or any page, Tap/click the link to help. Scroll to bottom of page, then Get Help 

3rd way. Open your fitbit app, Tap the top left corner to go to the Account. Scroll to the Bottom. Tap Contact Customer Support 

 

You may want to read this help article 

What factors can affect my heart-rate reading on my Fitbit device?

Best Answer
0 Votes

‎05-13-2022 08:45

In response to Rich_Laue

‎05-13-2022 08:45

I called them last night. Worked on it for an hour. Restarted my device. Cleared it twice and restarted it. Removed it from my phone and re-added it. They checked all kinds of things.....and I wake up this morning after 5 1/2 hours sleep and NO score still and same excuse. NO one can fix this, ON TWO DIFFERENT CHARGE 5's. I spend 150 bucks on something, I expect it to work. If it doesn't work, I expect the manufacturer to either fix it or offer a solid solution. I didn't spend this to have a $150 dollar watch that I have to charge often.

The heart rate link didn't help either. Why is no one grasping the simplicity of this. It worked for 6 months flawlessly on my other Charge 5 and stopped giving a sleep score on May 4, 2022. I put my new Charge 5 on my wrist on May 6th.....it has never given a sleep score. Here we are 9 days later, not a single sleep score.

Best Answer