Sleep tracking by charge 6

[ZAIDI09]

My Fitbit charge 6 has problem of incorrect tracking of sleep which started on June 28, 2025 and since then I am following customer support but no one has bothered to take the matter seriously. It is quite clear that the device is defective.
First through chats and then through emails and today I sent 18th mail. Even for last night It's showing awake time 4h 55m which is totally wrong data. Again the bench mark is also showing the same data and the average for 30 days data is also same.
Every time they asked for different types of screen shots and I kept on sending. They keep on repeating various steps which I had been following but no use.
I am really disappointed with stereotype responses without solving the issue. I am an old user of Fitbit. In the past I had charge 5 and before that Altra hr both had these issues and finally I bought this. I am a senior Canadian and really frustrated.
Can some friend suggest what action can be taken in this situation. Thanks and regards. Iqbal Zaidi from Canada

[RiekoC]

Hello @ZAIDI09 

Please let us know what troubleshooting steps you've taken so far in an attempt to resolve your sleep tracking issue. 

Have you tried to edit your sleep logs in the Fitbit app? If so, what were the results? Did you get more complete sleep data after editing your sleep logs?

[ZAIDI09]

Yes I have done everything as per instructions of support and also from web suggestions but no positive result. I have been using Fitbit since long and this is my 3rd one. The sleep reading since June 28 is not correct. It shows awake time of more than 3 hours which is wrong. Secondly the sleep stages shown for a particular night are identical to one shown as bench mark and 30 days average which proves that the device is defective 

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After many correspondence, they assured on July 24 that a software update is under way and will be completed by July 29 then the issue will be resolved. I checked today on July 30 but the issue has not resolved. The sleep data is wrong showing 4h 38m awake time. Moreover the averages for benchmark and 30 days of sleep cycles are also identical. I am really fed up. Any suggestions where to report.

[RiekoC]

Hello @ZAIDI09 

You can submit the issue by using the Feedback option in the Fitbit app:

• Tap your picture in the upper right of the Today page in the Fitbit app
• Tap Feedback in the menu that opens
• Complete the prompts and submit

The feedback reports are received by the team for review. 

You could also report back to Support and let them know that the app update didn't fix the problem. You're on app version 4.48, correct? That is the update that finished rolling out on 29 July. 

By any chance, did you try uninstalling and reinstalling the app on your mobile device after you got the version 4.48 update? 

• Log out of the Fitbit app on your mobile device
• Uninstall the app
• Re-install the app
• Log back into the Fitbit app

[ZAIDI09]

Thanks for your email. I did as you advised but now it's not linking with
Bluetooth. I have been trying since 2 days. I think they have serious
issues which they are not resolving and I am really fed up with it.
Thanks.
Iqbal Zaidi