Charge 5 does not record sleep reliably

[radclaire]

I have to restart my Charge 5 every other day to get it to record sleep. Now the button on the charger cable is not working. When will this problem be fixed? Restarting the charge 5 every 2 days is not a fix. It is a bypass and not a good one.

Moderator edit: format

[DavideFitbit]

Welcome to the Fitbit Community forums, @radclaire. 

Thank you for sharing this information about the inconvenience you've been experiencing with your Charge 5 and for confirming that you already tried the restart a few times.  

Before considering other options, please keep in mind that there are some factors that may prevent your tracker from recording your sleep. Please make sure of the following:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device as described in this help article.
• If you slept for less than 1 hour for sleep patterns or less than 3 hours for sleep stages.
• If your device’s battery is critically low.

In addition to the three pulse restart method you mentioned, please wear your device on your non-dominant hand and monitor it for the next few days. In the meantime, for the nights that don't have sleep data, you can manually log your sleep by going to the Fitbit app, tapping on the "+" icon next to the sleep tile > Add Sleep Log and entering your details. 

However, if the reset button is not working, I do recommend that you get in touch with the Customer Support team so they can let you know how to proceed or what are the options available for you. The best way to get help for this problem is to chat with us online or give us a call. You can click here to get connected. 

I'll be around.

[radclaire]

Since the latest firmware update this has gotten worse. Now even when sleep is recorded it does not show up in this week or last weeks data graph. Including screen shots of what I saw yesterday morning 7/31.

 

 Are they working on a fix? And when is it expected?

[Jefthro]

I have brought this issue up multiply times and have called in to help about my wife's Charge 5 periodically not recording sleep or O2 levels. We have to constantly reset the Charge 5.  I have tried all their fixes.  It is obvious that Fitbit is not going to fix the problem.  I will try to get a new Charge 5 or get my money back!!

[radclaire]

Frustrating to me as the user but also sad to see a company go downhill. I will continue to bug them plus research for a better tracker.  Good luck!

[Jefthro]

Thank you. Yes it is frustrating and thank you for your reply

[BenSavannah]

I have the exact same problem. I've done everything they've suggested. No heartbeat detected, no sleep recorded on numerous occasions. Given the number of similar complaints on this and other forums and the absence of responses from the company, I assume this model is terrible and we all should post warnings on seller websites so others don't suffer the same fate. Incredibly frustrating and obviously what they claim to be selling is not what we received. 

[Jefthro]

I know it is terribly frustrating and I'm not sure Fitbit even acknowledges
there is a problem! Thanks for your reply

[DavideFitbit]

Hi everyone, thank you for all the information provided about this issue and for confirming that you already tried all the troubleshooting steps suggested. 

In this case, since you already tried all the steps shared in the forums and you continue to experience the same problem, I do recommend that you get in touch with the Customer Support team for further assistance with this and that you continue the communication with them if you've tried the steps they've suggested to you. They will let you know how to proceed or what are the options available for you.  

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

Thanks for all the information and comments provided so far. The team continues to work to improve the quality of the Fitbit experience and your feedback is a big part of that process. 

[SJCfhr]

I hope you didn't buy a new one.  I did and the problem is still there--no sleep recording at all.

[radclaire]

I did not buy a new one but (knock on wood) the problem disappeared with the latest update of the phone app. Aug 12, 2022 (Android ver 3.65.1.fitbit-mobile-36567071-467265265). Hope everyone else having these issues can be as fortunate.

[DavideFitbit]

@SJCfhr I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with some instructions. In this case, they will let you know how to proceed. 

@radclaire That's good news, thank you for sharing that you're now able to see your sleep recorded. 

See you around.