Charge 5 won’t track sleep, no reminders to move, doesn’t always read heart rate

[tabbymom38]

I’m a little upset with this device. It seems very temperamental. Some days it works fine though so I’m wondering if I am doing something wrong. 

it did not track my sleep last night but it did the night before. Both nights I synced the device before going to bed and left the app running in the background. Suggestions?

I have it set to give me reminders to move and it does not. 

it doesn’t always read my heart rate when I am exercising and it’s frustrating. 

I wear it on my non dominant wrist and I wear it on the underside of my wrist because that is how I have always worn a watch. 

I am open to suggestions and recommendations. I have restarted the device multiple times and it seems to work with the heart rate issue but it’s silly to have to do it all the time. 

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @tabbymom38. 

Thank you for sharing this information about the problem you've been experiencing with the new Charge 5.  

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.

Before considering other options, please try to complete a restart procedure following the steps listed here below: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end if the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

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. 

Regarding your heart rate not being recorded, please follow the instructions in this article to improve the accuracy of heart rate information and check the information mentioned here about other factors that could affect your heart rate reading, this has been useful to other users who have experienced something similar. 

The restart should help with the problem you mentioned with the reminders to move, but keep in mind that you won’t see notifications on your Fitbit device if you turned on the Do Not disturb Icon or Sleep Mode. 

Hope this helps, I'll be around. 

[tabbymom38]

Thanks. I have done all these things multiple times. Some nights it works and others it doesn’t. It did not record my sleep last night. 

I already wear the device on my non dominant hand. I left the app open on my phone last night as well. 

By manually logging sleep, does that only log hours or does it magically show rem patterns and light and deep sleep?  I will try manually logging to see if any data pops up. 

Since other people in the community seem to have the same issue, I hope Fitbit can do something to improve the issue. 

Thanks. 

[DavideFitbit]

@tabbymom38 Thank you for confirming that you already tried all the troubleshooting steps suggested earlier.  

In this case, if you continue to experience these problems and you already tried the steps shared in the forums, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

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 great day.