Charge 5 not tracking sleep correctly

[karand]

When is this problem going to be fixed? From the community posts, it's clear that it's been going on for years. It certainly doesn't reflect well on the Fitbit brand that a solution hasn't been found after all this time and all these complaints. Yes, I can sync my watch with my phone app before going to bed, and that *sometimes* works, but I shouldn't have to do that. My Charge 2 never had trouble tracking sleep, and it seems as if I gave up stair tracking only to wind up with a less reliable product. Instead of asking for a new Charge 5 band for Mothers' Day, I may just start researching other brands. 

Moderator edit: format

[DavideFitbit]

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

Thank you for sharing this information about the inconvenience you've been experiencing with the new Charge 5 and the troubleshooting steps that you already tried.  

If you haven't done so already, please make sure that you've followed all the recommendations listed in this thread. If you already tried all the steps suggested and you continue to experience the same problem, I recommend that you continue the assistance process with the Customer Support team for further assistance. 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. 

Thanks again for all your feedback provided. Our team is always working to enhance your experience and your feedback is a big part of that process. 

See you around. 

[DPinOz]

Have you tried checking for intermittent Atrial Fibrillation using the ECG App? Mine seems to require a regular heart beat to track my sleep, and I use the lack of sleep data as quick way to pickup AF.

Also check band tightness, sleep sensitivity settings, dominant hand setting, and the device requires about 3 hours of sleep to show sleep stages.

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PS... Also, check for AF using the App at night occasionally, as AF is more likely during sleep as your heart rate drops (especially if you are fit and have a low resting pulse rate).

I truely hope it's your Fitbit that's dodgy and not you.

[karand]

Hi DP, thanks for your concern. I had AF a few years ago. Fortunately, though, it was able to be completely corrected with surgery, so that's not the problem. I'm not sure about sleep sensitivity settings--I can check that--but the other possibilities you mentioned have already been ruled out. For some reason, the Charge 5 simply doesn't record the first hour of sleep. Many other people have described a similar or worse problem. Sleep tracking is one of the most important functions for me, so this problem is really a deal breaker. If I hadn't cracked the face of my Charge 2, I'd just go back to using that and throw the Charge 5 in a drawer--I wouldn't even sic it on anyone else. 

[DavideFitbit]

@karand Thank you for sharing your comments about this. 

If you haven't done so already, please make sure to continue the communication with the Customer Support team so they can provide you with the next steps. 

Thanks again for the information provided ; our team is always working to enhance your experience and your feedback is a big part of that process.