Premium sleep cycles detail no longer displaying

[Fizzyone]

Very frustrated with the FitBit app and it’s erratic behavior.  The other day, it started resetting active minutes to zero every time it refreshed.  That resolved the next day. Now, the sleep cycle details that I am paying to have are not displaying.  What is going on and why are there so many problems with the app/versa 2?? How do I fix this latest problem? 

[SilviaFitbit]

@Fizzyone It's nice to see you on the Community. Sorry for the delayed reply. 

I appreciate that you mentioned how this situation has made you feel. Thanks for letting me know that your active minutes resetting was resolved. 

You will need to have sleep stages in order for Fitbit to show all the information. Since, you have Fitbit Premium, your sleep score will show details about the data that you got the night before. Learn more about it by checking these articles: What's sleep score in the Fitbit app? and What should I know about Fitbit Premium? 

If you're still not seeing the sleep score details on your sleep, please attach a screenshot to your next reply about your sleep data.

Keep me posted. 

[Fizzyone]

I am not seeing the premium-level sleep analysis/graph.  I'm including screenshots of what I am seeing. For the first  couple of weeks after I signed up for Premium, I got a detailed, interactive graph plus individual % and minutes for each sleep cycle.  That information is no longer available to me (not even for past days when I was able to view the details).

 First screen

Detail screen for one night

[Fizzyone]

I have been going in circles with tech support via email.  No resolution, they have not been at all helpful. I have canceled my premium membership.  This whole situation leaves me, a long-term Fitbit customer, with a bad taste in my mouth.  I’m planning on replacing my Fitbit with an Apple Watch, with an app to track sleep stages.  

[SilviaFitbit]

@Fizzyone Thank you for getting back. I appreciate the screenshot shared and the details mentioned. 

Sorry to hear that you cancelled your Premium Membership. Your feedback is appreciated, we're always striving to improve our customer service. 

Hope you could give Fitbit another opportunity in the future. 

[Fizzyone]

Thank you @SilviaFitbit for your reply.  It saddens me that my beloved FitBit is no longer serving me reliably.  I've owned a FitBit since the very first clip-on step counter came on the market and have upgraded to the One, to the Charge 2, and most recently to the Versa 2, with each device deteriorating in reliability more than the previous one.  FitBit at one time had the market cornered for fitness trackers, but unless something is done about these reliability issues with the devices and/or the app, they will be challenged to maintain any kind of lead in the market.  So for me, it's good-bye to FitBit for the time being.  I now own an Apple Watch 5 with a sleep-tracker app that does what I had hoped the FitBit Premium tracker would do reliably.  

[Oceanids]

Fizzyone, just wanted to thank you. I’ve been so disappointed with the service from Fitbit, what it claims to do and what it obviously isn’t doing. 

I’ve been going round and round with them about this issue, too, being made to feel I’m the crazy one. My dad, who doesn’t have the Premium, gets more detailed sleep data than I do. Thanks to you I know it’s time to cancel and warn anyone I can to just stay away. I appreciate you. 

[Fizzyone]

@Oceanids Thank you. So far, I’m very happy with my AW5 and the Pillow sleep tracking app that I discovered. Best wishes to you. 

[cvbeth]

I'm seeing the same thing: Premium membership makes LESS sleep info available, not more. The detailed graphic is no longer available - just the brief, not very helpful summaries. I'm cancelling my Premium membership as well.

[Fizzyone]

Very sad to see that this issue has still not been resolved.  I bought my Apple Watch about 4 months ago. No regrets at all. It’s nice to have a device that is consistently reliable and that is seamlessly compatible with so many third party apps and devices.