No sleep score while wearing Fitbit to bed Charge 5

[bernietmke]

No sleep score.  Device tells me to wear to bed - but I do!

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Fitbit Community forums, @bernietmke . 

Thank you for sharing all this information about the problem that you've been having with your Charge 5. 

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.

If you see sleep stages but don’t see a sleep score, please note that it may take a few minutes for your sleep score to appear. In addition, for better results please try to let the device detect that you're awake or asleep by itself rather than doing it manually and make sure to keep the Fitbit app and the devices' firmware updated to the latest version available. 

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 for the Fitbit app on your phone's settings (Settings > Apps > Fitbit app > Storage > Clear cache)
• Restart your phone. 
• Log back in to check if you're able to see your information. 
• Try to set up your Charge 5 as a new device in your account if you're still having the same problem. 

I'll be around. 

[tabbymom38]

I have the same issue.  It's very intermittent.  Some days it will track sleep, others not.  It also doesn't track my heart rate all the time.  I'm calling support now. 

[DavideFitbit]

Hi, thank you for sharing that you've been having the same problem with your Charge 5 and for confirming that you already tried the troubleshooting steps suggested earlier, @tabbymom38.  

I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. 

Have a good day.