Charge 5 won't track my sleep data

[Emjayv]

I upgraded a month ago from charge 2 to 5 to track my swimming. I had to restart the charge5 because it stopped collecting HR data for 2 hours the other day! Then this morning I woke up and it showed 1.5 hours of sleep. I pay for premium to get sleep stats!   I quit the app several times and restarted the charge. When I restart, I use the restart on the charge screen itself, I don’t see any external button to press, as I have seen referenced in some discussions. 
IS THE PROBLEM WITH THE APP OR THE DEVICE.

This charge 5 has great features but it doesn’t work as well as the charge 2. I'd hate to change trackers again…

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Emjayv. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5. I understand how you must be feeling.

To better assist you, I'd like to know if your sleep data is the only information you're missing? Is your Charge 5 syncing fine with the Fitbit app? Are your steps, calories, distance, etc. transferring to your Fitbit account?

If you're missing just your sleep data, 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?

[Emjayv]

Hi Marre! Thanks for quick answer. I have tightened my tracker one notch, maybe that will help. 
BR, HRV and skin temp are unavailable, I guess because sleep data wasn’t collected. Everything else is syncing,

App shows that heart rate was recorded, Beats per Minute, through the night, but no sleep stats. I don’t get it

I’m trying to monitor my resting heart rate, a very important stat for me. 

[MarreFitbit]

@Emjayv I understand how important the heart rate data is for you. 

In addition to the suggestions I've provided above, please try the following:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Charge 5. To do so, open the Fitbit app, tap on the Account icon, tap on your Charge 5's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

[Emjayv]

Thanks, I did all that. 
my wrist is very small, perhaps this causes weird results sometimes. We’ll see what tomorrow brings. Thanks

[brucejam]

Hi...none of these work as a permanent solution. Seems to me the app started freezing and not recording all my sleep shortly after the update to the app came out. It's obvious this is a problem by the number of complaints rec'd. When will you do to fix this issue?

Bruce Jamieson