Charge 5 sleep score not always showing

[Ruisustyle]

Hello everyone, I’ve experienced an issue that has me a bit concerned that I have a faulty device. I purchased my Charge 5 a week ago and ever since then I’ve religiously worn the thing to bed. Sleep score sounds like a neat feature that I want more data from. However in these 8 days, I’ve only gotten 2 nights where I get a sleep score. 

now my understanding is that I should get a sleep score for each night along with the Time Asleep, Deep and REM, and Restoration breakdowns. But I guess these are also associated with the sleep score. 

At this point, I’ve adjusted the Change to be tighter, looser, restarted the devise, played with the syncing, and also updated the sensitivity from Normal to sensitive.  Are there any other things I can attempt to do in order to get this information? Or do I have a dud? 

I’d appreciate any and all advise here. Thank you.

Moderator edit: subject for clarity 

[DavideFitbit]

@Crumock Thank you for sharing this update. 

Keep in mind that if a case is transferred to a higher level of Support, it may take a bit longer than usual to receive a response, but you should be receiving a response soon. Thank you for sharing your feedback about this. 

Welcome to the Community forums, @Stringgeek. Thanks for confirming that the rest of your information is syncing, except for the sleep score information. If you haven't done so already, please make sure to try the steps listed here below as well: 

• Restart your Charge 5.
• Log out from the app.
• Clear Cache for the Fitbit app on your phone's settings (Settings > Apps > Fitbit app > Storage > Clear cache)
• Restart your phone. 
• Log back in to your account.
• Try to set up your Charge 5 as a new device in your account if you're still having the same problem. 

I'll be around.

[Jokendall4]

Hi, I’m having the same problem with my Charge 5. It has recorded sleep data 3 out of 7 nights. And like the above users, the light, deep, and rem sleep plus sleep score is data I really want. I have tried all of the above suggestions. Has there been any update on this issue? Fitbit support just told me to turn my ph on and off. Kind regards, I just love my Fitbit but this issue is frustrating. Jo

[DavideFitbit]

@Jokendall4 Thank you for sharing that you've been experiencing the same problem with your Charge 5 and that you already tried a few troubleshooting steps found in the forums and provided by the Support team.  

Keep in mind that you must see sleep stages in order to see a sleep score. In addition to the steps mentioned here earlier, 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.

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: How to I improve the accuracy of my heart rate rate reading?

Hope this helps, I'll be around. 

[Jokendall4]

Thanks so much!

[Crumock]

New charge 5 never shown sleep score after the charge 4’s stopped showing sleep score when I’ve had up to 8 hours sleep. 
im going to get in touch with support so they can talk me through instructions Incase I’ve done something wrong since 11/09/2021 when after 9 months all the charges stopped working 

[cmomsied]

I'm having the same problem.   I have taken all of the steps that you have taken as well.  I have reset/restarted it 3 times and it will show the heart rate and sleep patterns intermittently. My Charge 5 is only 10 days old.  I have been on the phone with tech support and the support was horrible. The room the support person was in was so noisy that I couldn't hear her.  People in the room were singing and laughing.  When she talked it was way too fast with a thick accent.  She had to repeat herself to me several times and she didn't like doing that.  Not the right personality for customer service/support..

---------

I'm having the same problem as you with my new Charge 5.  Talking on the phone with customer support has been horrible.  All they can say is to restart the Fitbit.  I've done that 3 different times and it will work for a day or two and that's all.  My Charge 4 was a lot better than this.  I may go back to wearing it again and returning the Charge 5.  And I can't imagine how difficult the return process will be.

[Mysticwolf57]

I have jumped through every hoop and still nothing. My case has been "escalated" now...this was 4 days ago and no one has contacted me yet. It still isn't working as it should. This is no different than buying a new car and them telling you, well the radio doesn't work, hope you don't mind. I spent 150 bucks for ALL the features to work, not just some and not just some sometimes. It's ridiculous.

[Olled]

My wife and I have the same problem. Just reset the phone and watch. We will see tomorrow what happens. Also 2 times it did give the score. 

[Crumock]

I’ve done everything that support has told me in 124 emails going back to 11/09/2021 even to buying a new charge 5 and still no sleep score. I’m awaiting escalation on the new charge 5 ? But thanks for the info
Bren

Sent from my iPhone

[Bluejudypoody48]

I have the same problem.  I’ll get sleep scores for 3 days and then none for a few days, then they’ll show up again.  I’ve tried all the posted remedies to no avail.  I’ve tried wearing on the opposite wrist, looser, tighter, every possible scenario.  I sleep in the same position every night.  Sometimes I’ll get a sleep score, sometimes not.  There is zero consistently.  I’m pretty fed up with the whole Fitbit concept.

[Jdeibl]

Thanks for all the responses! I have a tattoo on my left hand and when i
moved it to my right hand it works better - but i hate wearing it on my
right arm. Weird that the previous model never had this problem!

[Jokendall4]

I got a great bit of advice from Fitbit. They said NOT to use the Fitbit App on my phone and DON”T click the “start sleep now” button on the phone App. Just wear watch to bed and that’s all. Seems to be working! I have had all the data every night since doing that. Jo 😊

[Crumock]

How do you get your sleep score and your sp02% graph I’m probable missing something

Sent from my iPhone

[Bluejudypoody48]

I never click the Start Sleep Now; I just wear it to bed. Some nights it works; some it doesn’t and yet I’m not doing anything different. I’ve tried all the remedies and it just seems to be hit or miss. Zero consistency.

[Mysticwolf57]

That is dumb advice from them if they said that. It's their app, it should work and it should work with their product. I bought a Fit Charge 5 in October and another new one 26 days ago so I could have two different styles. My first always gave a sleep score except for maybe 3 times...then it stopped giving sleep scores. The second have never given a sleep score. I have worn both on the same arm, on the same notch and the only difference in the 2 is color. One worked for 6 months and stopped giving a score...the new one never has...this is a product issue, not an app issue....and Fitbit has chosen to ignore this. I have been given the run around, jumped through every hoop, spent over an hour on the phone restarting, deleting, removing from the app and re-adding it over and over, to no avail. Still no sleep score.
Would you buy a car stereo with all the features you were looking for, but after installing it and the FM stations won't work, would you be okay if the maker told you, well, just listen to AM....no, you would not. I spend 150 bucks on a fitness watch, I fully expect all features to work, and if NOT, I expect that company to make things right....one way or another.

[Bluejudypoody48]

Couldn’t agree more! The Charge 5 obviously has a major flaw with the sleep score given that there are so many complaints. Since May 1 I have managed to get 13/24 sleep scores. I have tried every remedy suggested but to no avail: delete, restart, first notch, second notch, left wrist, right wrist,etc. Fortunately I got the Charge 5 for free through my health insurance. My primary purpose was to monitor sleep and to use the gadget for swimming preferring not to take my Apple Watch in the water.

[DavideFitbit]

Hi everyone, thank you for sharing all these updates. I'm sorry to see that many of you continue to experience the same issue with the sleep score. 

If you already tried all the recommendations mentioned here earlier and you continue to experience the same issue, I recommend that you continue the communication with the Customer Support team for further assistance with this. You can click here to chat with us online or give us a call. 

I understand your frustration and please know that all your feedback and comments are appreciated. 

[Mysticwolf57]

Yeah that all sounds good, yet no one, in almost 2 weeks now, has replied to the emails they sent to me. They claimed someone would contact me, yet no one has. Still have the same problem. Still no solutions. Still no answers. Frustrated doesn't even describe how I feel at this point. Most people who sell products, place demands on themselves to ensure their products work as intended. All features should work. And MOST go out of their way to make their customers happy. FitBit has not done this. Platitudes, reading from cue cards on how to fix something, is not giving good customer service. It's essentially pandering, while hoping the customer just gives up. One thing it does ensure is, they will not get a repeat buy from them. They will not be reviewed kindly. They will also not get recommended. An iPhone goes bad, they send you a new phone. You buy a new tire and it goes flat the next day, they replace the tire for free. I can go on and on how other businesses make things right, but this one is not doing that.

This problem is quite prevalent on these threads. All one has to do is search. There are also the same old solutions that obviously do not work. Frustrated? NO...feeling like I am being ignored...yes. 150 bucks is nothing to shirk at. I bought this to work. It's not working. Frustrated would mean that I think 150 bucks is paltry, but it's not. Everything costs more now....so to feel like I have now wasted 150 bucks, makes me a lot more than "frustrated".

[Crumock]

My charge 5 has been escalated and I’m still waiting. The charge 5 has not worked since I bought it straight from Fitbit because my charge 4 stopped working the sleep score or correct bpm ( I think a score of 208 bpm for 1 hour 8 minutes is not correct for a 74 year old man ?) maybe support will email when I run out of replacement time?

Sent from my iPad

[Mysticwolf57]

Did your Charge 5 all of a sudden start showing sleep scores again? No one has ever contacted, as promised, about mine. Last email was they were escalating and someone would call me....yet, nothing. But now, since the 26th, it has started giving sleep scores again. Personally, I think they found a flaw and pushed an update without admitting they did. One would think, after this thread blowing up, more people complaining about the same thing, and us being tenacious, I believe they found a software issue and made changes...all without admitting it.