Charge 5 stopped tracking my sleep data

[MartynTilse]

My new Charge 5 Sleep Tracking worked perfectly for the first two night and then stopped recording sleep stages. It hasn’t worked since! 

My Charge 5 didn’t come with a charger and the part that plugs into the Fitbit has no button to press three times as was suggested.

Do I need to return it or is there a fix I can do myself?

Thanks

Martyn

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @MartynTilse. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5 and for trying to troubleshoot it. 

Before considering other options, I recommend considering the following in order to get 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 with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

For more information, see What should I know about Fitbit sleep stages?

Keep in mind that you must see sleep stages in order to see your sleep score information. Please swipe left on the Sleep Score graph, here you can see information about your weekly sleep average and sleep duration. To get more detailed information, see What's sleep score in the Fitbit app?

[MartynTilse]

Thanks for that!👍

[MarreFitbit]

@MartynTilse Anytime! 

I would like to invite you to visit our Health & Wellness where you will find great tips and encouragement from other members.

Happy stepping!

[Kristinav2]

Hello,

I am experiencing the same issue. I bought my fitbit charge 5, 5 days ago, for the first two nights everything was perfect and now for three nights in a row it does not track sleeping patterns. I have tried all provided recommendations, however nothing works. Is this system fault, do I have to return the Fitbit? Because I see that many people have experienced exactly the same issue. 

[MartynTilse]

Thanks for your email. It is exactly my trouble. My sleep stages still
don’t register after the first two nights and the error I get is something
like “can’t get a regular heartbeat”.

None of the fixes have helped me so far but I do have an irregular heart
beat anyway, which is why I bought the Charge 5.

I tried resetting the Charge 5 to see if that helped, but it didn’t. As a
user I am stumped. Sorry.
--
Cheers,
Martyn

[Kristinav2]

Hello, Martyn,

I have contacted the customer service - what they recommended was to change sleep settings from ‘normal’ to ‘sensitive’ in the app and restart the device. I’ll try again tonight, hope this helps. In my case, however, Fitbit tracks my heart beat fine, it does not show any errors, which is why the situation is so frustrating…

Maybe You could also contact customer service, they might suggest some way out in this situation.

Kristina

[MartynTilse]

Thanks Kristina. I might do that. It is frustrating when gizmos don’t work.
Well done and good luck. Martyn--
Cheers,
Martyn

[benastrada]

I think it is an issue with the Charge 5, and not about 'the position you sleep in' or 'how you wear the device'.... 

I have had my Charge 5 for 11 days. The first two days it worked fine, then, sleep tracking became patchy, with say a recording of 10 mn when going to sleep, and one hour half way through the night. I have changed the detection to 'sensitive', but this has made no difference. 

I have not changed position, so I don't see why this would be a valid reason for the band to stop sensing my sleep. 

I wear the band as described and have tried tweaking to no avail. 

As I use Sleep as Android also, I can enter the correct hours of sleep and then, fitbit enters sleep stages etc... weird, but it was suggested that once I enter the hours of sleep, fitbit can map the heart rate  records and work out the sleep stages etc from this. Of course, having to enter the hours of sleep manually completely defeats the purpose and I feel that the price I paid is not justified. 

[MartynTilse]

Thanks so much Benestrada. This is very useful information Indeed. A
pattern is emerging that suggests some sort of “fault” in the Charge 5
software or hardware. Very curious that if given the hours of sleep it can
still deduce the stages. That’s telling us something indeed.👍👍👍--
Cheers,
Martyn

[MartynTilse]

I changed my sleep setting from Normal to Sensitive and my Charge 5 is tracking my sleep again!😊😊😊👍