Charge 5 not tracking sleep

[lasale]

My Charge 5 for some reason has stopped tracking my sleep ever since saturday, and it fails to sync to my phone no matter how many times i try to refresh it (pulling the screen down on home menu). The watch still should be able to track sleep regardless of it being connected to a phone though right? I’ve tried reinstalling the app, turning off/on the auto sleep mode, nothing seems to work. Anyone have any suggestions? Please let me know if you need any more info on it.

Moderator edit: subject updated for clarity

[Cazzzzy]

Same issue. Have noticed the heart monitor has stopped working and when I take it off - the lights are no longer on. I reckon it’s all connected. Will try cleaning, full charge &  reset and then no doubt will need to contact FitBit. It better not be faulty as I’ve only just had it over a year…

[DavideFitbit · Accepted solution]

Hi, welcome to the Fitbit Community forums, @lasale @Cazzzzy @Charge_5. 

Thank you for sharing this information about the inconvenience you've been experiencing with the new Charge 5.  

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.

If you haven't done so already, please try to 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 (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition, 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. 

@Cazzzzy If your device is not tracking heart rate, the restart should be of help, but you can also find other recommendations here on how to properly place the device on your wrist.  

@lasale If you're still having issues to sync your data, please follow the steps listed here.  

[Charge_5]

I’m having the same problem and I just contacted customer support through the chat service which was not helpful. 

[DDoll]

I too am having the exact same issues as @Cazzzy and @Charge_5   not tracking sleep, not tracking heart rate and no green light.

[MLGad]

My Charge 5 has the same issues, not syncing, not recording sleep, not correctly tracking steps, for the past few days.

[DavideFitbit]

Hi, and welcome to the new users in the community, @Charge_5 @DDoll @MLGad. 

Thanks for confirming that you're having the same problem with your Charge 5. 

Could you please confirm if you were able to try all of the steps mentioned here earlier as well?