Readiness Score, Sleep and Metrics not all working

[angiensa]

I have been wearing my Charge 5 since last week Friday (today is Thursday i have not taken it off at all.  It records my SO2 as well as my resting heart rate but there is no readiness scores, no health metrics and no sleep in stages.- i only get a sleep schedule

I have done everything the customer agents have told me - uninstall and reinstall the app, re-pair your device, ensure all software updates are done on android device. remove tiles and reactivate tiles etc

I have done it all and still nothing. Customer service told me to change sleep to normal from sensitive and now there is just a sleep of 8 hours when i start and when i end 😞

I am using latest Android 12 and Fitbit app is up to date

Cant believe I gave up my Whoop for this. Not once did I have an issue with Whoop

Please can someone help me get my data

[DavideFitbit]

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

Thanks for sharing all your feedback and for confirming that you've been having this inconvenience with your Charge 5 and that you already tried a few troubleshooting steps. 

It seems that you already tried all the basic steps related to Fitbit device not tracking sleep information. The information that is not being recorded also seems to be related or dependent on heart rate information recorded by your Charge 5. Could you please confirm if you've noticed any problem to record your heart rate? 

In the meantime, 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. In addition, you can also try restarting the device using the three pulse restart method mentioned here below, instead of the restart option found on the Charge 5 itself: 

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, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

Hope this helps, I'll be around. 

[angiensa]

Hi there 
Thanks for your response.
Yes I have reset the device by pressing the button on charger. Have reset and cleared device data etc. We have also Uninstalled and reinstalled the app.
My heart rate works with no problem and can get sleep info but not sleep stages.I received my SPO2 intermittently.
My watch is snug and doesn't move around. It's 2 fingers above wrist as instructed.i even bought a new strap to ensure its snug
I received a readiness score today for the first time but still not HRV, sleep stages etc.Very frustrating that Noone can help.Even got a new Samsung S22 and same problem.

[Talahthas]

@angiensa Sad to hear about you having issues with your Charge 5. Is it possible that you had activated your Fitbit Premium Trial before, which now seems to have ended? Please check your Fitbit Premium subscription in your Fitbit account settings.

[angiensa]

Hi
My premium subscription only started 11 November 2022 when i purchased device and valid fror 6 months to May 2023

[natalia_s]

Hi, Angiensa...

I have had the same problem as you since Nov 19.

I have also done all the things you have done hoping that the problems will get fixed.  But they have not been fixed.

This is very annoying especially since I am a paying Premium subscriber.

Even more disappointing is that I have been a loyal Fitbit user for years and this is the first time I'm having serious problems with it.

Can someone please resolve this for me?

I forgot to mention that my stress mgmt is also not working.

Basically everything that was useful to me is no longer working!

[angiensa]

agree its annoying I just gave up Whoop which worked perfectly for this and Noone can help
Not acceptable 

[DavideFitbit]

Hi everyone, thanks for your replies and for confirming that you already tried all the steps suggested earlier. 

In this case, since you continue to experience the same problem, 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. You can click here to get connected.

See you around in the Community. 

[SunsetRunner]

I have already done a chat with them. It seems to me with all the issues I
have seen posted especially concerning the FBC5 means there must b an issue
with the update, the patch or the bug fixes. Some of us are having the same
issues, some are having different issues and nothing that has been
suggested seems 2 b working. This really sucks bcuz I have never
experienced such a debacle especially with the same piece of technology. I
would understand if it was just a few but it doesn't look that way.

[Kristikt]

I am having the same problems. I had no problems with my previous Fitbit charge this seems to be isolated to this new model. Someone please help. 

[angiensa]

Been in contact with customer service since 11 November and they can't help. Really pathetic

[angiensa]

Surely they should be able to sort this out.Been in contact with customer service for over a month and they keep saying they will escalate but nothing.Have tried all sorts of troubleshooting with them but no resolution Pathetic to be honest 

[Tam246]

Since November 19, I have been having the same problems as everyone else on this thread. After all the remedies were applied, I got back the ECG tracker yesterday after doing the restart using the charger. I still have no SpO2, no RHR, no BR, no Sleep score, no HRV.

[Kristikt]

I figured my problem out- I had to go into settings and turn on my heart
rate monitor. It had somehow been turned off. If that is not on, none of
the other things work. Now everything is perfect.

[angiensa]

Sorry to hear that but glad it's not just me.Its so Frustrating that we paying for this and not getting what they say it does. I should have kept my Whoop.  Wish they would sort it out now.  Will post anything that they suggest to see if it helps. I even bought a new phone and it still gives sane issues

[angiensa]

Thanks - my heart rate is switched on - I swtiched off and reset and then switched on and reset tooStill nothing

-------------------

I have contacted customer service on numerous occassions

Have case numbers - have sent screenshots and still nothing

I have had the same issue for over a month. Numerous messages, case numbers, they say they need to escalate to a higher level of technical assistance and still nothing.  Cannot get a refund as store says past the 7 days.  Nobody at Fitbit seems to give a hoot about the device not working according to what is says it can do.  I have also done rebooting, turning heart rate on and off, clearing data, changing sensitivity, changing arms, changing position on arms, changing bands and even tried on my daughter but to no avail.  There are no updates for my phone or device and I even bought a new phone (Went from Samsung S20 to Samsung S22)

I can get no sleep stages, no sleeps scores, no HRV, no breathing rate, no stress management BUT i can get a resting heart rate and oxygen

I think Fitbit themselves should refund us all for a device that does not work. They have all the call logs etc so they aware there is a problem but they offer no solution

[Tam246]

Thanks for the tip Krisikt. I went to the settings section directly on my Fitbit. The heart rate monitor was off; I turned it back on. The BPM started working immediately. The other functions took some time to log info, and were working this morning.

[Kristikt]

Awesome!

[natalia_s]

Odd that your FBC5 has been acting up since Nov 19, the same time as me.  

On Dec 16 everything worked again for about 4 days, off again for 2, back again for 2, and now gone again.

It's very annoying....and disappointing as I've been a long-time Fitbit user.

[RobertL]

I am having the exact same issues.  Replaced my charge 4 with a 5 in March 2023 and nothing is working correctly. I have had a couple sessions with support and they keep telling me to do the same things over and over. No very happy at this point.