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 

[LiliyaFitbit · Accepted solution]

Welcome to the Fitbit Community, @Ruisustyle.

Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling and recommend checking if your Fitbit app is updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app?

Please note that you must see sleep stages in order to see a sleep score. For more information, see What should I know about Fitbit sleep stages? I also suggest doing the following:

1. Change your sleep setting to normal: What's the difference between the normal and sensitive sleep setting? 

2. Log out of the Fitbit app, force quit the app, restart your phone and log into your Fitbit app again. 

For more information about sleep score, please see this help article: What's sleep score in the Fitbit app?

Hope this helps. 

[Ruisustyle]

Thanks for this information, I've gone and reset phone and logged back in lets hope this helps and this feature begins working properly. I also switched it back to normal sensitivity.

[LiliyaFitbit]

Thank you for your reply, @Ruisustyle.

I appreciate your efforts and hope the issue gets resolved. Please don't hesitate to get back if you have any questions. Let me invite you to visit our Health & Wellness board where you can share your experiences, make new friends and create your own topics.

See you around.

[Weather64]

I've had mine since 12 November, no sleep score appeared until 2 nights ago, was great to get my sleep score, last night nothing recorded.

[DavideFitbit]

Hi, welcome to the Community forums, @Weather64.  

Thank you for sharing that you've been experiencing the same inconvenience with your Charge 5. 

Before considering other options, please let me know if you've been receiving Sleep Stages. Keep in mind that in order to receive SpO2 information, your device needs to track Sleep Stages as well. There are a few factors that may prevent your Charge 5 from tracking your SpO2 data correctly such as not using the SpO2 app or getting less than 3 hours of sleep.

If those factors don't apply to you, please try the following steps:

1. Verify if your Fitbit profile has the correct location and time zone.
2. Open the Fitbit app, tap your profile icon > Charge 5 > Apps > SpO2.
3. Make sure all the permissions are enabled.
4. Restart your tracker to refresh its performance.
5. Tap Today at the bottom of the Fitbit app and pull down on the screen to force a manual sync.
6. Wear your tracker slightly higher on your wrist to sleep and sync it with the Fitbit app once you're awake to check your details.

Hope this helps, I'll be around. 

[Jdeibl]

Same here.  My charge 2 logs it religiously.  Had the charge 5 for a week and it hasn’t logged sleep the same once. 

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Thanks for these suggestions. I Tried all of this and now my charge 5 logged zero sleep.  Has there been any other solutions or is this just a software or hardware issue with the new design?

[MDC_Fit_Device]

I have the same situation.  It has not given me one sleep score since I bought it.   I have tried all the things. nothing.  I guess I just have to return it at this point?  there does not seem to be a solution or an explanation. 

[DavideFitbit]

@Jdeibl @MDC_Fit_Device Thank you for your reply and for confirming that you already tried all the steps suggested earlier. 

In this case, if you already tried all the steps mentioned in the forums and you continue to experience the same problem, I recommend that you reach out to our Support team so they can let you know how to proceed or that you continue the communication with them of you already have a case created. 

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. 

Have a good day. 

[Carol72]

I have a similar problem. I’ve been wearing a charge 3 for a couple of years without problem. I got a Charge 5 for Christmas and have errors with sleep recording. Most nights it records accurately but at least two nights a week it records my sleep in two blocks i.e. 10-1.30 and 2.15-6 when I haven’t been awake during the night. 
I’ve checked that my app is up to date; my Fitbit is charged; settings are correct as per previous suggestions and I’ve reset the device. 
I’ve also checked the tightness of the band and how it sits on my wrist. 
I really prefer the look and features of this Fitbit over my previous, but my main reason for having a Fitbit is to track sleep and this has been frustrating. 
Any advice would be appreciated. Thanks. 

Moderator edit: format

[DavideFitbit]

@Carol72 Thank you for sharing this information about the problem you're experiencing with your sleep records. 

If you haven't done so already, please try the following steps: 

1. Make sure not to take off your tracker during the night.
2. Do you remember being awake during the night? Keep in mind that your tracker will detect if you are awake and will stop tracking sleep for that period of time. 
3. Restart the tracker. See instructions in the help article: How do I restart my Fitbit device?.
4. Confirm that the tracker is snug on your wrist (with an HR tracker, the lights shouldn't be visible).
5. Try sleeping with the tracker on your non-dominant hand.
6. If steps 1-6 do not solve the issue, I suggest manually editing the sleep log to reflect the time slept. See instructions in the article: How do I edit my sleep history in the Fitbit app?.​

In the meantime, you can try deleting one of the sleep records you see on the app (the shortest one) and then edit the other one with the correct start and end times; this has helped me when I have experienced this problem. Keep in mind that if the two sleep periods are within an hour of each other, then the two periods will be merged. If your first sleep record ends before midnight, it may be recorded for the previous night as well. 

Hope this helps, I'll be around. 

[Mindfulgrandma]

I am having the same problem. My Charge 5 did give me sleep and oxygen info 7 days a week since I upgraded three months ago until January 22. The following week it recorded six nights. Then 4. Then 3. Now, nothing. I did everything I was told to do to troubleshoot. Restarted. Cleaned the device. Turned Bluetooth off and on. This morning, tech support told they will not give me a new one until Fitbit restarts it, which would delete all of my data! I am an active 71 grandma and have used a Fitbit for decades! I said no. If they try it and it doesn’t work, all of my data is still lost. Annoying, to say the least. I am waiting for a new iPad. My current one is too old to download the latest Fitbit version. Not sure if that’s part of the problem. But sleep info was there daily until mid January. Tech support has not been helpful. Even though my device is only 3 months old they won’t give me a new one until they reboot and wipe away all my data. So frustrating. Suggestions? 

Moderator edit: format

[Carol72]

Thanks Davide, I had unsuccessfully tried all of these suggestions except #6. Manually editing the log at least gives me a duration that makes more sense. It seems like the software/hardware isn't as reliable in the charge 5 as you need to ensure the fit is just right to properly record. I did an hour long work out last night and it only recorded a few minutes of it at three spots during the hour.

[DavideFitbit]

Hi, thank you for your replies and for sharing these updates @Mindfulgrandma @Carol72.

If you continue to experience the same problem with your sleep score and you already tried all the steps mentioned earlier, I do recommend that you continue the communication with the Customer Support team so they can provide you with the next steps. Even if you're able to edit your sleep log, it shouldn't be necessary to do this often.  

Thank you for taking the time to share all your feedback and comments. The team continues to work to improve the quality of products and services. 

See you around. 

[Mysticwolf57]

I have tried everything suggested and still have no sleep score. For 5 days now, I have not had a sleep score. Since November 7th, I had maybe 3 nights a sleep score wasn't recorded. I have followed every single step to get it to work. I have a Charge 5 by the way. So let's put this into more perspective here. Tuesday night and Wednesday night, I was using my "old" Charge 5 and the sleep score stopped working, I got my brand new Charge 5 on Thursday and charged it, updated it, paired it etc and a sleep score is still not showing for all nights as of today. I am wearing my watch on the same notch I was on the other Charge 5. By process of elimination alone, it can't be the watch, it has to be the app that is not working right.

How do I get the app to start recording my sleep score again. 5 nights of not recording a sleep score and only getting the simplified graph has gotten ridiculous now.

[Crumock]

I’ve had charge 4s on the new on Christmas 20 worked a treat until 11/09/2021 then no sleep score or sleep graph or sp02% support tried their best but to no avail ended up buying a new charge 5 on  about 30/04/2022 nothing has changed still no sleep score graph or sp02%. My son bought me the charge 4 because I got cancer and I could see how my blood etc was doing will I ever find out?

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I have had 39 conversations with support following their advice and know about the sleep score but the reading from 4 days ago was that I’d had 8 hours sleep but no sleep score so I couldn’t access my graphs or blood oxygen level

[DavideFitbit]

@Mysticwolf57 @Crumock Thank you for your reply and for sharing your comments. 

In this case, since you already tried all the basic steps shared in the forums to improve accuracy or sleep score, it would be necessary to continue the assistance process with the Support team so they can let you know how to proceed. I appreciate all the feedback that you've shared about the quality of the product. 

Thank you again for the information provided; our team is always working to enhance your experience and your feedback is a big part of that process. 

[Crumock]

Support told me on Sunday in an email that it was being transferred to a higher authority it is now nearly Friday and I still await their email

Sent from my iPhone

[Stringgeek]

I noticed the other day that my sleep score, active hours, and exercise is no longer syncing with the mobile app. They're on my Charge 5 but the mobile app isn't picking them up. It's picking up my steps still which is weird.

[Crumock]

Still no reply and still no sleep score I hoped to have a solution to no sleep score on 4 charge 4s and a charge 5 since11/09/21 PLEASE help me