Step count, heart rate and Sleep missing in app

[SandyKG]

After the latest firmware I no longer have access to Step count, heart rate and sleep data as well as health metrics.  
there is no option to add them back in when I hit the “+” sign.
Charge 5, IOS, logged out of App, checked Bluetooth, restarted phone 4 times, nothing had worked.  The device charge 5 seems to be tracking on my wrist but no data on my app.  

[Julia_G]

Hi, @SandyKG this sounds like an issue with the app and not your Fitbit, so I would recommend deleting the app and then re-downloading it.  Make sure you know your Fitbit account and email for logging back in again.  You will not lose any data doing this.

Good luck, and let us know how it goes.

[SandyKG]

Unfortunately that didn’t work. 
Still the same issue. 
Steps taken:  Logged out, Deleted App, Turned Off my phone, Turned my phone back on, reinstalled the Fitbit App, logged back into the Fitbit app, allowed Bluetooth- no luck. 
still no steps count available, no heart rate nor health metrics. 
Completely frustrated. 

[Julia_G]

Hi, @SandyKG , on your Fitbit iOS app, on the opening, Today , screen you should see Edit.

Click on the Edit screen.  You should see the available tiles that you are missing:

On each of the ones you want, click on ADD.  Then click “Done” and they should be there.

Is that working for you?  Please let us know!  Also , if anything is unclear in my post, then please reply.  There is always someone here to help!

[SandyKG]

As I noted in my initial post, there is no option to add them. I can only add Glucose and Menstrual.  
there aren’t any other available options. See below copied in: 

Menstrual Health

With period prediction

ADD

Blood Glucose

Track and see trends

ADD

[SandyKG]

Any additional steps you or your team can think of?  
it’s getting a bit ridiculous now. 
No responses from Fitbit support for 24 hours. 

[Julia_G]

Hi, @SandyKG , the steps I shared should fix this issue, so I am at a bit of a loss.  The only thing that’s slightly puzzling me is that you mention clicking on the “+” sign.  But it should not be a “+” sign, it should be the word “edit”.  Are you certain that you have downloaded the latest version of the app?  Also your phone is not frozen so that for some reason you cannot scroll through all the “tiles” and are only seeing the two you mention?

You indicate that this has happened since the latest update to the Charge 5.  However, what you are mentioning is an app issue, which is not affected by updates to the tracker itself.  It seems more likely that the app has somehow become corrupted.

Fitbit is apparently experiencing a higher number of calls than usual.  I am sure they will get to you eventually.  In the meantime, the only thing I can suggest is to delete the app again and re-download it again.

I am sorry not to have a better solution for you. 

[SandyKG]

Julia - Did you actually read my reply and see my screenshot?  I’m doing everything correctly. 
When I hit “edit” I don’t have anything to “add” which is the same as a “+” sign in my mind. 
I only have the choices of Menstrual and Glucose to “add”. 
it’s interesting that others are experiencing the same issues and yet “Fitbit” seems to think this is user error. 
I have a solution. I’m deleting the app. I’m done with Fitbit products as  spending this kind of money and having these service issues at least once a year is not worth my time. 

[Julia_G]

Hi, @SandyKG , yes, I did read all your messages several times, and no, I did not see your screen shot as none was posted.  I did my best to help while you are waiting for Support to respond.  I am sorry that you did not find any information I supplied as helpful.  I don’t work for Fitbit and help on the forums on entirely a voluntary basis.  I appreciate your frustration but you are definitely taking it out on the wrong person.