Sleep tracker stopped working Charge 5

[mike85249]

After activating & using my charge 5 since Feb 2022, my sleep tracker has stopped working. On July 1st, no sleep data was shown. Worked again from July 2nd to July 9th then stopped showing sleep data. Has not shown any data for last 3 days. I've done device restarts, app updates, synchs, changed sleeping sensitivity from NORMAL to SENSITIVE. Not sure why it's not working all of a sudden. The only thing different is there is now a Monthly Sleep Profile showing on the app. Is anyone else having this problem? BTW, the sleep info doesn't show anything for the missing days unlike sleep info with no sleep activity details.

Moderator edit: format

[DavideFitbit · Accepted solution]

Welcome to the Fitbit Community forums, @mike85249. 

Thank you for sharing this information about the inconvenience you've been experiencing with the new Charge 5 and the troubleshooting steps that you already tried.   

In this case, if you already tried all the steps recommended in this thread and you continue to experience the same problem, I do 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. 

[mike85249]

Thanks for your reply. I did call customer support. They had me do a device setup and it worked. Got my sleep info last night.



Sent from my Verizon, Samsung Galaxy smartphone

[JudyFlo]

Happening to me also-

have no idea what to do

[mike85249]

Try doing what Fitbit customer service had me do - go to the Fitbit app on your phone and select your device, then select device setup and follow the instructions. It worked for me. 

Moderator edit: format

[DavideFitbit]

@JudyFlo Thank you for sharing that you've been having the same problem with your Charge 5. 

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

@mike85249 That's great news! Thanks for taking the time to share your experience in the forums as well. 

See you around. 

[belljp]

I have complained to Fitbit about the sleep function not working consistently.  Their "support" idea was for me to change to the "Sensative" sleep setting.

That helped for a couple weeks.

Now, for the last two weeks, the stinking thing has offered NO sleep info for several days.

Since I have already done everything they could suggest to fix this, now Customer Service has sent me a call tag so I can return it.  Only after they have processed the return will then will they replace it.

This means, once again, I will be without a tracker for probably two to three weeks again like last time I had to return one.

This pisses me off SO much I am very likely gonna ditch Fitbit and buy an Apple Watch.

Fitbit: your grade is F-

[DavideFitbit]

@belljp I'm sorry to see that it wasn't possible to resolve the problem with sleep tracking, but it's good to know that you were able to get in touch with the Customer Support team and that you'll be receiving a replacement soon. 

Thank you for taking the time to share all your feedback. The team continues to work to improve the Fitbit experience and your feedback is a big part of that process.