New Charge 5, not receiving sleep score

[8810]

Hello. Very disappointed. Ditched Charge 4 special edition as sleep score just wouldn't work properly and bought Charge 5. Sleep score was recorded perfectly on 1st night and didn't work 2nd night. So very disappointed!! Have reinstalled app and restated tracker - nothing changed. Please help!!!

PS: this sleep score issue was advertised as being resolved with Charge 5 - if not resolved within a week I will have to consider returning to store of purchase and go to another brand!

Moderator edit: subject updated for clarity

[JohnnyRow]

"this sleep score issue was advertised as being resolved with Charge 5"

I'm curious where you saw this "advertised", presumably meaning a statement from Fitbit.

[8810]

Not a Fitbit review - it was a general review of smart watches.

[Odyssey13]

Hi @8810  your posts were merged here, as they are the same issue. Cross posting is discouraged on the forums. These forums are people who use the Fitbit devices, although they are monitored. Giving a one week ultimatum is probably not going to make your issues go away. Also, what @JohnnyRow said - where did you see this mentioned?

[8810]

Hi
It wasn't a Fitbit review - it was a general review of smart watches. I understand re the one week but seriously I've been putting up with problems with two Fitbits now and totally frustrated!
Cheers

[JohnnyRow]

---

@8810 wrote:
Not a Fitbit review - it was a general review of smart watches.

---

That still doesn't answer where.  Some tech review site - CNet, Engadget, DCRainmaker?  I'd just like to see that review because I never saw that.

[8810]

JohnnyRow
Sorry can't remember now - Australian site I believe. I'm hoping I'm reading it incorrectly but your message seems a little aggressive!!
8810

[Odyssey13]

@8810  true, it's easy to be frustrated. As for the review, sometimes what we find on the internet is more blog or personal reviews. I prefer to get reviews from places I know, like cnet, Toms Guide or TechRadar. 

[8810]

Hi Odyssey13. Thanks for replying to my post. Is it likely that you have any hints re fixing the problem? I'm not very hopeful as it didn't work again last night and I'm ready to return to retailer for a refund! Cheers

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @8810. 

Thank you for sharing that you've been experiencing this inconvenience with your new Charge 5 device.  

Before considering other options, take into consideration that in order to have Sleep Score, your Charge 5 needs to track sleep stages. May I know if you're getting sleep stages or only sleep pattern? In the meantime, check out the following 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.

In addition, if you continue to experience the same difficulty, try to perform a restart following the steps listed here, this has been useful for other users experiencing something similar. And since the sleep stages depend on the heart rate information, I would also recommend following all the instructions in this article to improve the accuracy of heart rate information. 

I'll be around.

[8810]

Hi DavideFitBit
Thank you for taking the time to provide some info. With my new Charge 5 I have 2 nights showing Sleep Pattern and 1 night showing Sleep Stages. Everything else has been checked.
Over to you.
Regards 8810

[DavideFitbit]

@8810 Thank you for kind your reply and for confirming that you already tried all of the troubleshooting steps suggested earlier. 

In this case, since you continue to experience the same inconvenience with the Sleep Score, it would be necessary to continue the assistance process with the Customer Support team. 

I've sent them your information for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. They will let you know how to proceed. 

Have a good day.