Charge 5 stopped tracking all my data

[HorrorKat]

Hi,

Some of the features on my Charge 5 are not working. It's not counting active minutes, floors or hours active. It's stopped logging my sleep score too. All I'm getting at the moment is steps and distance. I had no problems with my Charge 4, I've had the Charge 5 now for a few months and I'm really not impressed. Any help would be greatly appreciated. Thanks.

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @HorrorKat welcome to the community, is your Charge 5 syncing with the Fitbit app on your phone? The symptoms you describe indicate this may not be the case. How do Fitbit devices sync their data? - Fitbit Help Center & Why won't my Fitbit device sync? - Fitbit Help Center are worth looking at. So far as sleep score is concerned How do I track my sleep with my Fitbit device? - Fitbit Help Center provides guidance & advice.

Let us know how you get on by posting here again.

Cheers

[HorrorKat]

Hi,

Thank you for your reply. My fitbit is syncing to the app on my phone, but I just don't understand why some of the features are not working. I was getting sleep scores, but now I am no longer getting them. It has never picked up the floors I have done, which is frustrating as I live in a town house with 2 flights of stairs so I know I rack up alot of numbers every day. My fitbit 4 was so efficient, so I'm quite disappointed that I upgraded and spent lots on one that I don't consider to be an upgrade, I never had these issues before. I set up everything when I first got it, so I'm not sure what's going on.

[RiekoC]

Hello @HorrorKat 

Are you seeing a green light on the back of your Charge 5? You can check by putting your finger across the back of the device. You should see a green light when you lift your finger. The green light is your heart rate sensor. If you don't see the green light, that would be the reason why you aren't getting sleep scores or Active Zone Minutes.

If you don't see the green light, check to confirm that Heart Rate is still turned on in the Settings menu on your Charge 5:

• Swipe down from the clock face until you see the Settings tile
• Tap on the Settings tile and swipe up until you see Heart Rate. It should be turned on

If Heart Rate is turned on & you still don't see the green light, you should contact Fitbit support (<-- click link). They should be able to help determine if your Charge 5 is defective and what are your options under warranty.

As for floor tracking, the Charge 5 & 6 don't have altimeters, so they won't track floors.