Charge 5 & 6 not recording sleep or oxygen sats which is the main reason I use it.

[RedRascal73]

Not answered, just fat fingers - Hi, about a month ago my charge 5 stopped recording sleep. It hadn’t been recording my oxygen says for a while. After a couple weeks trying everything to reboot, reset, forget, re-pair etc I figured that as the gold connectors on the back were a little ragged maybe it was time for a new one. So I got the charge 6 but to my dismay the same thing is happening. It’s not syncing basically and even when I put in manual times for my sleep, it’s not updating the sleep zones and oxygen says. I’ve tried resetting, both the app and the device multiple times. I’ve tried wearing it further up my arm and the inside of my arm, nada. Please help as I rely on this to manage my health condition. 

[robworkingout]

Try deleting tracker from the app then uninstall app then restart phone then try setting everything up like it the first time. could have been a bad update on the app that mess everything up for you. If you do attempt a uninstall you will need your Fitbit/google account details to log back in. 

[RiekoC]

Hello @RedRascal73 

Do you see your heart rate on your Charge 6? Do you see a green light on the back of your Charge 6? The green light is the heart rate sensor and is needed for tracking sleep and health metrics, including SpO2.

If you don't see a green light, the first thing to do is confirm Heart Rate is enabled on your Charge 6.

• Swipe down from the clock face until you get to the Settings tile and tap on it
• Swipe up to find Heart rate and confirm it's turned on. If it isn't, tap on it to turn it on.

[RedRascal73]

Yeah, I already did the basics, thanks though.
Sent from my iPhone

[RiekoC]

Hello @RedRascal73 

I'm not sure what other troubleshooting to suggest since you've already tried the recommended steps without success.

At this point, it seems like the next step would be to contact Support (<-- click link). Complete the prompts until you get the option to chat or call.