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 

[Crumock]

My charge 5 they said has been escalated then I’ve heard nothing. The 5 has never shown sleep score and my new charge 4 stopped showing sleep score 9 months after I bought it since the 4 stopped working I have developed cancer and Parkinson’s but it doesn’t seem to bother Fitbit. They have my money for a 4 and a 5 so they are happy and if they make me wait long enough we’ll??

Sent from my iPhone

[Bluejudypoody48]

I got one sleep score on Monday morning but that is the only one in the past 12 days. Since May 1 I’ve managed to get a sleep score 14/32 nights. Hardly a rousing endorsement for the Fitbit name!

[cmomsied]

No it didn’t, but maybe I packed it up too soon to return it. They are sending me a replacement because it is within the 45 day return time. I will give it one more chance. 

[Granny.6]

No, yours is not the only dud. I’ve had the same problem with charge 5. I’ve done everything fit suggested, it’s never worked consistently- now doesn’t log it at all. I’ve talked to support department 3 times in the last 2 weeks trying to get a replacement. Each time a representative assured me I would get an email with instructions on how to get a new one - they have never sent me any type answer, -0- emails!  My charge 5 does not work & obviously Fitbit knows and doesn’t care. I’m done messing with them, I’ll throw mine in the trash & buy a different brand

[Weather64]

Totally agree!  I purchased fitbit November 2021 nothing bur usdues with intermitment sleeps scores.  No success with customer service, ignorance didn't care, gave you information that was irrelevant.  I delete my sleep track then add in times again and get a sleep score.  When you buy a product you expect it to work not be provided with constant troubleshooting prompts.Sent from my Galaxy

[DavideFitbit]

Hi everyone, I appreciate all the updates that you've shared so far about this issue with your sleep score. I'm sorry to see that some of you are still having this problem, but it's good to know that some users have also stared to received sleep score information again. 

If you're new to this thread, please make sure that you've exhausted all the troubleshooting options mentioned here earlier. If you continue to have the same problem after all the steps shared in the forums, please keep in mind that it will be necessary to continue the communication with the Customer Support team so they can provide you with the next steps. 

You can click here to chat with us online or give us a call. Keep in mind that it may take a bit longer to receive a response if you're case has been escalated to a different department, please keep an eye on your inbox. 

Thanks again for all the information provided. The team continues to work to improve the Fitbit experience and your feedback is a big part of that process. 

[Crumock]

My son bought me a charge 4 because I broke my Fitbit hr that worked great the charge 4 worked for just under 9 months then no sleep score 114 emails later still not working. Son bought me a charge 5 which has never given me a sleep score in the 6 months since it was new.
I was told that it would be escalated up to a higher authority and I’ve heard nothing, is Fitbit waiting until my cancer catches up with me or that I run out of guarantee time ?
Please sort me out

Sent from my iPad

[Granny.6]

That was pretty much my experience!

Sent from my iPad

[cmomsied]

There are too many of us having the same problem.

[Crumock]

My Fitbit hr worked a treat until I broke it, family bought me a charge 4 worked for 9 months then stopped, family bought me a charge 5 it never worked it has been 5 months with emails and phone calls to Fitbit who said a month ago that it was being escalated to a higher authority and I’ve heard NOTHING.
My ResMed says I’m sleeping around 8 hours charge 5 says 4 hours.? My Charge 5 says my heart rate is up to 212 bpm I’m 73 year old doing nothing ?
Is this a waiting game to see if I die before Fitbit has then to do nothing, come on Fitbit at least reimburse me or fix my charge 5 and everybody else’s

Sent from my iPad

[richierower]

Joining the group... Had a charge 3 for a long while, sleep score worked fine mostly. Upgraded to Charge 5, worked fine for 6 weeks. Then stopped showing sleep score ("couldn't get stable heart reading"). Everything else seemed fine, including heart rate, variability, etc. Just no detailed sleep stages or score. Sleep score came back for a few days then went. Seemingly random.

Go to support a bunch of times, jumped through all the hoops -- rebooted, reset, logged out, logged in, turned things off and back on... Nothing. Seems to be either faulty hardware or just not very reliable. Support not super-helpful other than to read from the manual about how to do the handful of things that "often" resolve this.

The sleep score was #1 reason to buy fitbit vs alternatives.

[cmomsied]

Yes, I m having same trouble with the Charge 5 they sent as a replacement.
Wonder if they’ll ever do a firmware upgrade or anything.

[Bluejudypoody48]

Currently I’m not complaining because the sleep score is miraculously working on 33/35 past days.  After a horrendous month of May when it rarely worked, all of a sudden it was fixed.  I didn’t do anything different - it just started working.  Go figure!

[cmomsied]

I sure hope that they did an upgrade. Mine is still off and on.

[Granny.6]

That was exactly my experience!! I also upgraded from a Charge 3 to the 5 for the enhanced sleep score & breakdown. It worked great for a while, then only random logging or reporting. Multiple calls to Customer Service who read from a prompter but had no idea how to resolve the problem. I just use it to keep up with steps now. So far, no glitches with steps

Sent from my iPad

[Jokendall4]

One tip that took me a while to work out but it works: refresh the App on your phone by just pulling down a bit from the top of the App. Do it quite fast
You’ll then see « syncing »
And the sleep score comes up after syncing
Jo

[Granny.6]

Tried that multiple times per day, didn’t work. Reset my Fitbit many times per day, didn’t work. Tried it all

Sent from my iPad

[SenFitIn]

I have experienced problems with the sleep and heath metrics ever since I acquired my 5.  Fitbit replaced it once, with no effect.  In conjunction with support, I tried all the various suggestions, device restarts, changing positions on the wrist or even the dominant wrist, clock face, etc. Finally they suggested a factory reset, which we did and they asked to monitor for several days and get back to them.  The results were still inconsistent.  I reported this and was told support was going to escalate and I should receive an email response in a few hours.  That was a few days ago

[Milwaukee]

Liliya, I contacted Chat about this same problem yesterday and they told me to change my sleep setting to "sensitive", the opposite of what you're advising.  Now I'm really confused!  (and also, it didn't help--I still don't get sleep stages, only awake/restless/asleep).

[richierower]

They did the same to me (had me change to sensitive) but it makes no sense. All it did was record my sleep pattern (sleep/awake/restless) in smaller details (which is logical, for sensitivity increase). Still no sleep score. I turned it back.

I strongly suspect this is a major flaw in Charge 5 and Fitbit have no idea what is causing the problem. I would advise anyone shopping to avoid charge 5.