Suddenly stopped tracking sleep Charge 5

[Yoshibear]

I tried restarting, resetting, tightening the band, cleaning the sensor, putting the tracker on my inside wrist, nothing is working. Is anyone having the same problem?

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Fitbit Community forums, @Yoshibear. 

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

In addition to the steps you mentioned earlier, please keep in mind that there are some factors that may prevent your tracker from recording your sleep. Please make sure of the following:

• 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 as described in this help article.
• If you slept for less than 1 hour for sleep patterns or less than 3 hours for sleep stages.
• If your device’s battery is critically low.

If you haven't done so already, please try to complete a restart procedure following the steps listed here below as well: 

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 (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition, please wear your device on your non-dominant hand and monitor it for the next few days. In the meantime, for the nights that don't have sleep data, you can manually log your sleep by going to the Fitbit app, tapping on the "+" icon next to the sleep tile > Add Sleep Log and entering your details. Let me know if you continue to have the same problem afterwards. 

I'll be around.

[SunsetRunner]

Same for my husband, tried everything, nothing works. Frustrating. 

[lsg1160]

I have found this occuring too.  It was here/there, i chalked it up to sleeping maybe with my arm different so it didnt' connect/track, but other nights i get nothing at all, doesn't make sense and i have tried steps too.   If the less than 3 hour sleeping issue that is noted, i get it, that does occur too, but it tracks nothing, reminds me to wear it, why is that.....  :(.   

[SunsetRunner]

We updated it last night and this morning sync it and said he slept from 8:35 pm to 9:43 pm, so mad. 

How do I get the Charge 5 to track sleep, we have done everything and I’m really disappointed 

Moderator edit: format

[Yoshibear]

Thanks. I tried switching it to my nondominant wrist and it seems to be working better but still not tracking everything. It also always used to work fine on either side so I’m not sure what the issue is. I already tried everything else. Do you think it might be a software issue?

[DTMan]

I’m having the same issue too..

[DavideFitbit]

Hi everyone, thank you for all your replies and updates about this issue to track your sleep on Charge 5. 

Before considering other options, please make sure that you've exhausted all the troubleshooting steps suggested here earlier. 

If you already tried all these steps and 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.

Have a good day.