Charge 5 sleep tracking not working

[Fred_K]

My wife has a new Fitbit Charge 5 and has trouble recording the sleep tracking

some nights it will work for an hour or maybe 3 then stop for an hour or 2 and then restart.

the heart rate monitor still records the full time

other times it will not record anything at all and again heart rate records perfectly 

then other times it will do the usual problem of recording time but not sleep stages

I have reset the sensitivity to all options and also reset the Charge 5

what else is there other than warranty claim?

[BezierNougat]

If I understand your issues, I have similar ones: sometimes I get multiple sleep logs, sometimes I get a log without the sleep stages.

For a sleep log that doesn't track sleep stages, note the time you were in bed (start and stop times), then delete the sleep log and then add a sleep log, using the times you have noted. 

For multiple sleep logs, delete one, and then edit the other to reflect the total time you were in bed.

[ManuFitbit]

Welcome to the forums @Fred_K.

It's good to see you around @BezierNougat.

Thank you for all the feedback provided regarding the situation with your devices. 

When your body is completely at rest and you haven’t moved for about an hour, your device should record that you’re asleep. 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 complete a three pulse restart procedure using the charging cable. 

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. 

[Lookingup]

I have tried all of these suggestions and my new Charge 5 has not recorded my sleep in over a week.  This is my 4th Fitbit and I have never had problems with any of my other Fitbits.  I also have problems with it recoding my exercise.  Both of these sporadically work, it it is always a hassle trying g to fix them.  

[Fred_K]

That is exactly our problem 

have you had a response from fitbit

i have generic try this which we have done to no avail

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We have done this numerous times and still no consistent result.

the main reason for purchase was for this function and it does not appear to be fit for purpose so how do we go getting a refund?

[RiekoC]

Hello @Fred_K 

If you bought the Charge 5 directly from Fitbit, then you should contact Fitbit support for questions about a refund or replacement.