Charge 5 only shows simplified sleep

[CallMeNoName]

With the exception of last Friday (9/2), every night this month only the simplified sleep is showing, despite a fully charged battery and having paid for Premium.  Nothing on my end has changed.  I did restart my device, to no avail.  Any suggestions?  Anyone else having this same issue?

[DavideFitbit]

Hi, thank you for sharing all this information regarding your Charge 5 recording only simplified sleep information and the troubleshooting steps that you already tried, @CallMeNoName.  

Please take into consideration that 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?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

If you continue to experience the same difficulty, try to perform a three pulse restart using the charging cable and following the steps listed here. This has been useful for other users experiencing something similar. 

In addition, and since the sleep stages depend on the heart rate information, I would also recommend following all the instructions in this article to improve the accuracy of heart rate information in general: How to I improve the accuracy of my heart rate rate reading?

I'll be around. 

[CallMeNoName]

I previously read (before posting) the first part of your response, which was of no help.  Yesterday, I performed your second suggestion (three pulse restart); again, to no avail.  As for improving the accuracy of my heart rate, as I originally stated, nothing has changed on my end.  That means... the device is sitting on the same spot on my wrist as it has been all along.  It means I'm sleeping in the same position as I have been all along.  It means nothing has changed on my end.  This has got to be an issue with Fitbit.

------------

I have to say I’m quite a bit annoyed.  While still searching for an answer, I now see this issue has been going on since February as stated in a post from April (https://community.fitbit.com/t5/Charge-5/My-Charge-5-Does-Not-Record-Sleep-Score/m-p/5124516#M13118).  After reading what all the original poster has gone through, it makes absolutely no sense for me to go through those same steps of contacting Customer Support.  They are well aware of the issue.  I’ll be posting on that other thread since it is quite detailed in all the steps that have been taken… to no avail.

[DavideFitbit]

@CallMeNoName Thank you for taking the time to share all your feedback and comments about this issue. I'm sorry to see that you're still experiencing this issue. 

This thread you mentioned is more related to the device not tracking sleep score and the information about this specific issue has been shared with the team so they can look into it. Since your Charge 5 is not tracking sleep information in general, I would also recommend that you try changing the sleep sensitivity following the steps listed here. 

If you already tried all the other troubleshooting options shared in the Community forums and your device is still not tracking sleep, I do recommend that you get in touch with the Customer Support team so they can let you know about the next steps

Thanks again for all the information and feedback provided so far. 

[FatbitsBroken]

Sleep tracking doesnt seem to work well with Fitbit devices. I get so many issues, its not something you can really trust.

[Marci28]

Well I guess I’m not dealing with a new problem. I see the issue goes back to at least 9/22. 
My sleep score stopped working a couple days ago. Monday morning (2/6) it gave me a simple (can’t recall what it’s called) sleep score. Today (2/7), it continues to tell me to (wear my Fitbit to bed)! I’ve also done all the suggested reboots etc. please help!!

[Cp788]

This is happening to me, too. It only tracked a couple of hours of sleep in simplified. I had at least four times that. It makes it harder for me to get more accurate hours for a study but hopefully the glitch will be resolved soon.

[DavideFitbit]

@FatbitsBroken @Marci28 @Cp788 Thanks for confirming that you're having similar issue with your sleep. Keep in mind that you must see sleep stages in order to see a sleep score.

Let me know if you've tried all the recommendations listed here earlier. 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.