Charge 5 is not tracking my sleep score

[BMmaurizio]

my device not showing sleep scores  for a few weeks. 
Tried adjusting sleep sensitivity, & schedual. Also  reset device several times but t no response. 
Thanks 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @BMmaurizio. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention. I'm sorry to hear that your Charge 5 is not tracking your sleep score. I understand your concern, I will do my best to help you with this!

As a first approach, please keep in mind that you must see sleep stages in order to see your sleep score information. Please swipe left on the Sleep Score graph, here you can see information about your weekly sleep average and sleep duration. 

If you're not receiving sleep stages, I recommend considering the following in order to get sleep stages:

• 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 higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

For more information, see What should I know about Fitbit sleep stages?

[FitbitUser0319]

Im having the same issue. Its not showing my sleep or steps.

[RiekoC · Accepted solution]

Hello @BMmaurizio & @FitbitUser0319 

By any chance, are you also having issues with heart rate tracking? Do you see a green light on the back of your Charge 5? The green light is the heart rate sensor & is needed for sleep tracking.

If you don't see a green light on the back of your Charge 5, the first thing to do is check that Heart rate is enabled in the Settings tile of your device

• Swipe down from the clock face until you get to the Settings tile (last one) & tap on it
• Swipe up to find Heart rate and confirm it's turned on. If not, tap on it to enable

[BMmaurizio]

Hi, thanks for your prompt reply.
Yes the heart tracking is enabled and I do see a green light. However Charge 5 continues to not track my sleep score, it’s been several weeks.
It was working fine before then.

Thanks
Maurizio

[RiekoC]

Hello @BMmaurizio 

Thanks for confirming that you see the heart rate sensor light. 

I just want to confirm that you don't see a sleep score on your Charge 5 or in the Fitbit app. Is that right? The reason why I ask is that some users will get their sleep score in the app, but they don't see it on their device.

Have you tried wearing your Charge 5 on the inside of your wrist? Some users have reported that after they moved their device to the inside of their wrist, they saw their sleep being tracked again. It might be worth a try.

[BMmaurizio]

Hi ReckoC,  Just to let you that today I can read my sleep score, it’s been several weeks of no readings of sleep score.  Perhaps your advice of checking and toggling in and out of the heart rate tracking function rectified the issue. I’ll update again tomorrow . Really appreciate your support. Thank you.

[RiekoC]

Hi @BMmaurizio 

Thanks for the update and letting us know that you're getting your sleep score again. That's wonderful news! I'm glad it was a relatively easy fix, toggling the Heart rate off & on. This will help others who are experiencing a similar issue.