Charge 6 Sleep score

[Beth7]

I have spent three and a half hours on the phone with Fitbit customer service and I'm shocked at how they have such little knowledge on the charge 6 watch. I haven't received my sleep score for 3 days and they had me resync my phone they had me going to my app they had me close out my account put my account back in on and on and on and I still cannot monitor my sleep score. They then said they'd connect me to a manager had me on hold for 15 minutes came back said the manager is going to be right on then I was on hold for another 10 minutes and finally I hung up. They do not keep track of their previous calls so each time you call you have to explain the whole thing all over again. I am so frustrated I want to rip my hair out. Have people had this issue with them? I'm thinking of purchasing another type of a watch that will keep better track of my sleep score and that has customer service agents that have knowledge of their merchandise.

Moderator edit: updated subject for clarity

[RiekoC]

Hello @Beth7 

Sorry to see that you're having issues with your sleep score and didn't get the assistance you needed from Support.

By any chance, are you also having issues with Heart rate tracking? Are you seeing a green light on the back of your Charge 6? The green light is the optical heart rate sensor and is used for sleep tracking. 

If you don't see the green light, check the Settings tile on your Charge 6 and confirm that Heart rate is turned on. 

• Swipe down from the clock face until you get to the Settings tile (last one) and tap
• Swipe up to get to Heart rate and confirm that it's turned on. If not, tap to enable. 

Something else you might try is wearing your Charge 6 on the inside of your wrist at night. Some users have reported that they get better sleep tracking when they wear their Fitbit on the inside of their wrist. 

[Beth7]

It was very difficult to sign in I always have to go through Google and when you send me an email and I replied to it it gets sent back. I don't care for that either please don't send me emails that I cannot respond to. 

As I mentioned in my email the heart is working fine on my watch and it's hooked up to my Android phone just fine. I'm missing from 2 weeks ago Wednesday Thursday and Friday. Please add that data to my Fitbit app. 

Also, the oxygen level you don't have a ratio on there there's no numbers so you just have lines going up and down and mine always shows low but when I showed it to my doctor as I mentioned to you before she has no idea she said if you don't know what the ratio is it is it start at 85 to 100 or what's the ratio so I I can't tell you it's just completely not helpful at all to show that a little bit is at a high orange level and there's a low if you don't know what the ratio is. Please send me the ratio of my sleep for the last 2 months from the graph that's on my app.

Much appreciated and I appreciate your getting back it was just difficult to respond as I had password issues and it kept wanting me to go to Google and then Google wouldn't accept it and before I had to change up my password and this and that so it would be nice if we could simply just respond to an email..

Happy New Year and I look forward to hearing back Elizabeth