Charge 5 not posting sleep score - simplified sleep details only

[wfowfo77]

Received a new Charge 5 for Christmas, replacing an older model.  Got it set up - with a few frustrating glitches.  The sleep scores were showing as per usual until 5 days ago.   I've tried all the fixeds I've found on line -- i.e., deleting the previous day's data, deleting and reentering data, etc. -- without success.  Stupid thing worked fine, and now it does not.  I don't tell it I'm going to sleep, I haven't changed a thing. 

Any suggestions?

[DavideFitbit]

Hi, thank you for sharing all this information about the problem that you've been having with your Charge 5, @wfowfo77. 

Keep in mind that you must see sleep stages in order to see a sleep score. There are a few scenarios where you might see your sleep pattern (which shows your time asleep, restless, and awake) instead of 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.

If you see sleep stages but don’t see a sleep score, please note that it may take a few minutes for your sleep score to appear. In addition, for better results please try to let the device detect that you're awake or asleep by itself rather than doing it manually and make sure to keep the Fitbit app and the devices' firmware updated to the latest version available. 

The Charge 5 may need some days to collect some information (particularly regarding to heart rate) and provide sleep score, sleep stages and other data. Make sure that you've also tried the restart procedure described here and check if you continue to experience the same problem.

In case the problem is related to the Fitbit app, please try the following as well: 

• Log out from the app.
• Clear Cache and Cookies for the Fitbit app in your phone's settings.
• Restart your phone.
• Log back in to check if you're able to see your data properly.

Hope this helps, I'll be around. 

[Lady_Helen]

Mine started doing this a few weeks ago where my sleep doesn't show up. Also a lot of my other things don't show up such as steps and activity. I've installed the lates firmware update and done all of your suggestions and none of them work. I never had issues with my previous Fitbits, I only have constant problems with the Charge 5.

[wfowfo77]

Thanks for trying. But no luck. I'm continuing to get simplified sleep details, without a sleep score.  It's the complete unreliability and inconsistency that's so exhausting.  Now that I tried your solutions, I'm no longer getting text notifications iPhone to Fitbit.  So I'll fiddle with it to get that fixed, and something else will go wrong.

I replaced a 3 because the display stopped working -- but at least I got a sleep score.  Should have got the Apple watch.

[DavideFitbit]

@Lady_Helen @wfowfo77 Thanks for your replies and for confirming that you already tried the steps suggested earlier. 

In this case, since you already tried the steps mentioned earlier and you continue to experience the same problem, I 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 in the Community.