Charge 5 not tracking sleep, recording steps while I'm alseep

[HRM21]

Started using my brand new Charge 5 on Thursday. It recorded 3 hours sleep that night. Then 54 minutes sleep during the day on Friday. And no sleep at all since then. And it keeps logging hundreds of steps when I'm asleep. I'm wearing it on my non dominant hand, it's not too loose.

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Fitbit Community forums, @HRM21. 

Thank you for the information provided about this issue with your Charge 5. 

In addition to wearing your device on your non dominant hand, please complete a restart procedure following the steps listed here below: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears. 

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.

Regarding the steps being recorded while you're sleeping, the restart could help with this as well if it's a problem related to the device. There are a few reasons why this could happen. If you're sleeping close to something that could emit a certain vibration, like a window, a fan or other type of machine. The only way to negate these extra steps would be to manually log a driving activity, as this would override the data tracked during that time. 

I'll be around.

[HRM21]

Thank you for your help.

I did all of that but problems remain. If I forget to turn the sleep mode off during the day, it automatically does a sleep log until I do. But for night time I have to keep requesting it every day.

As for the steps, the only thing that might be vibrating near me at night is my cat when she's purring, which would be for a few minutes here and there maybe, so I don't know how it can count hundreds of steps from that. But it doesn't seem to record steps during the day when I'm lying in the same place or my cat is sitting on me and purring. 

Maybe I need to film myself sleeping. 🤔

[DavideFitbit]

@HRM21 Thank you for your response and for confirming that you already tried all the troubleshooting steps suggested earlier.  

In this case, since you already tried the restart procedure with the charging cable and you continue to experience the same issues, 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.