Missing Charge 5 and Charge 4 Data

[Bmoore090142]

I just bought a Charge 5 at Best Buy, hoping it would give me the Sleep Stages, Sleep Score, Breathing Rate (BR), and Heart Rate Variability (HRV) that my Charge 4 was giving me until 8/20/21, but beyond which date it stopped providing.  After several days wearing my Charge 5, none of this missing data has appeared.  I shall return my Charge 5 to Best Buy for a refund and continue to use my Charge 4.  After posting numerous 2021 reports on the Charge 4 Community board and launching several never-resolved cases with Fitbit Support, I have concluded that if a Fitbit user’s heart rate does not exceed an average of 50 beats per minute while he sleeps, Fitbit devices cannot provide the data that I, and many other Fitbit users, are missing.  At the very least. Fitbit owes it to its users to make that point clear in its advertising and promotional materials.  Its competitors, to their credit, do so.

[DavideFitbit]

Hi, thank you for sharing all this information about this problem that you've been experiencing with some of your metrics, @Bmoore090142. 

There is an issue to see the Health Metrics that is also affecting other users, particularly with heart rate variability, breathing rate, skin temperature or resting heart rate. The team is already aware of it and they're working to identify a resolution as quickly as possible, but we haven't received other updates for the moment. 

 Regarding the sleep score information, keep in mind that you must see sleep stages in order to see a sleep score. There are a few scenarios where you might see your sleep pattern (which shows your time asleep, restless, and awake) instead of 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.

The Charge 5 may need some days to collect some information (particularly regarding to heart rate) and provide sleep score, sleep stages and other data. Make sure that you've also tried the restart procedure described here and check if you continue to experience the same problem. In case the problem is related to the Fitbit app, please try the following as well: 

• Log out from the app.
• Clear Cache and Cookies for the Fitbit app in your phone's settings.
• Restart your phone.
• Log back in to check if you're able to see your data properly.

Thank you for taking the time to share all your feedback about the product as well. Please know that all your comments are appreciated. 

[LZeeW]

@Bmoore090142   There used to be a section in a Help article that gave a lower limit for heart rate.  I remember seeing a lower limit of 35 bpm while sleeping.  My resting heart rate is in the mid to high 40's.  My sleeping heart rate is often in the high 30's.  I get my sleep stages and all my health metrics.

I recognized your profile picture and browsed your other posts.  You mentioned get the inconsistent heart rate message.  Is it possible that you have an irregular heart rate or rhythm?  All of the things you mention require a consistent, regular heart rate.

[Bmoore090142]

I have recently been diagnosed with atrial fibrillation. That could be the problem with my not getting the data I’m missing. And if that’s the case, Fitbit owes it to their customers like me to tell us, both before we buy and afterwards, that an irregular heartbeat will likely cause some sleep data and health metrics to not be collected and reported.

[LZeeW]

@Bmoore090142   I agree with you, especially since Fitbit released devices that can take an ECG.  My husband had an interesting experience with his different Fitbits.  He had paroxysmal atrial fibrillation, meaning he was in atrial fibrillation some of the time, but not all of the time.  As time went by, he spent more time in A-fib, then most of the time in A-fib.  Sleep scores were usually missing on his Blaze if he was in A-fib, and hit or miss with his Ionic.  He got sleep scores with his Sense most of the time.  He had a heart procedure last summer and is back in a normal rhythm.

I think the best way for you to give feedback to Fitbit is to do the following.  Every Help article has a Feedback section at the bottom of the page.  Here is a good start: What should I know about Fitbit sleep stages?   This one mentions the inconsistent heart rate message.  I know these are read.  I have left feedback and comments and have seen corrections.

[Bmoore090142]

Thanks for the tip. I posted a comment. We’ll see what happens. My experience to date in trying to understand and resolve this issue is that Fitbit Support is reluctant to say anything other than that they acknowledge that the missing data is an issue, and that they are working to resolve it. I believe the truth is that they prefer to just let those with arrhythmia buy Fitbits and hope that they will understand and not create an uproar when they find that their Fitbit does not deliver. That, to me, is negligent disclosure. As I mentioned in my original post, I was confused and unhappy when my Charge 4 stopped reporting the data I had been getting, and I’m returning my Charge 5 because it has done nothing to clarify or resolve the issue.

[DavideFitbit]

@Bmoore090142 Thank you for sharing all these update and for confirming that you already tried all the steps suggested. 

I've seen other users experiencing this inconvenience to see heart rate variability, breathing rate, skin temperature or resting heart on the Health Metrics. The team is aware of this problem and they're working to identify a resolution as quickly as possible. 

However, I would still recommend that you get in touch with the Customer Support team so they can let you know how to proceed or what options are available for you. Click here to get connected. 

Thanks again for sharing all your comments and feedback about this. 

[Bmoore090142]

I have been reporting this problem to Fibit Customer Support since last year and they have all the information I have posted in this latest posting on the Community board plus much more that I communicated to them before that. They continue to tell me the same thing that you are, i.e., they are aware of the problem and they are working on it.

[DavideFitbit]

@Bmoore090142 Thank you for your feedback and for confirming that you already reported this problem to the Customer Support team. 

I know this can be frustrating and please please know that all your comments are greatly appreciated. As you mentioned earlier, the team of developers is already aware of this problem and they're working to resolve it, but we haven't received other updates for the moment. Any news about this will be shared in the forums as they become available. Thanks again for all your feedback and patience.