Sleep profile not showing

[CecilieJ]

I just got premium a few weeks ago but I can’t see the sleep profile under the premium features, if I click on it it just starts loading but nothing happens. How can I fix this?

[EstuardoFitbit]

Hi @CecilieJ, I want to give you a warm welcome to the community!

Thank you for sharing the details of your sleep situation with me.

I would like to inform you that in order to receive a complete sleep summary, there are certain requirements that need to be met for the Sleep Profile. Specifically, you must wear your Fitbit device to sleep for at least 14 days out of the month, as the device needs to create a sleep pattern.

If you require more information on how the Sleep Profile works, please refer to the resources provided.

- What's my sleep profile in the Fitbit app?

[CecilieJ]

I have kept trying to get my sleep profile to work but I just keeps loading, no matter what I do it doesn’t work, and it’s so frustrating. What do I do?

[EstuardoFitbit · Accepted solution]

Hi there @CecilieJ. 

In this case, you may want to consider that the Sleep Profile should appear on the 1st of each month. You will receive a breakdown of your sleep with 10 monthly metrics, along with a sleep animal that reflects long-term trends in your sleep behaviors.

You can learn more about how you can track your sleep with your Fitbit device by clinking here.

[CecilieJ]

So if I check on the first of each month it should be there?

[EstuardoFitbit]

@CecilieJ Yes that is correct. I'll be around if you need anything else. 

[Marianne17]

It's the first of July ...have worn my Inspire 2  for 29 days ...still no Sleep profile. 

[CecilieJ]

I have worn mine for many months now and it’s also not showing

[EstuardoFitbit]

Hi @CecilieJ @Marianne17, thanks for the reports and message about your Sleep profile. 

Thanks for letting me know that you aren't able to see the Sleep profile after following my recommendations. With that in mind, what I'll suggest is to get in touch with our customer support team. By doing this, you will get a prompt and suitable resolution. 

[ArcticWX]

@EstuardoFitbit @CecilieJ @Marianne17 

Estuardo’s advice is correct… however, the chances of a “prompt and suitable resolution” are low. 

Since June 15 I have had a similar problem. Before June 15 almost 100% of my sleep data got logged in the Sleep Profile. Between June 15 and June 28 that percentage dropped to 50%… since June 28, 0% of my Sleep data has been logged into the Sleep Profile. 

In my non-expert opinion, there is a problem with the app coding and/or with the servers that manage the Premium subscriptions.

Here’s a screenshot:

 The top bar/scale (with the 0 to 31) is the number of sleeps entered into the Sleep Profile feature. Notice how I have 3 Sleep Scores this month but none have been logged. None of my Sleep Scores have been logged since June 28.

You’re likely not getting a Sleep Profile because the app is not logging your sleep.

Regardless, if you have the time you should contact customer support. They likely won’t be able to help but they can log your issue and refer it up the line. Make sure that you get a reference number. 

Good luck,

[CecilieJ]

I can’t even see that bar, cause when I click on the sleep profile button it just keeps loading

[CecilieJ]

When I try to contact customer support it shows this

 

[ArcticWX]

@CecilieJ 

Whoa! That’s a new one! 

The Chat feature for Fitbit Help is pretty decent… the response time is very quick. However, they won’t be able to actually fix the problem. They can take your information and details about your problem and pass them up the chain. 

[CecilieJ]

Ah darn it cause it suck that it isn’t working

[ArcticWX]

Contacting Customer Support through the Fitbit.com website works best. 

Be forewarned, it’s a bit buggy! You may have to do the “Contact Customer Support” process a couple of times!

The first time you try to get “help” it will probably send you to this page:

If you go back and try again it should work. 

If it wasn’t so frustrating this would actually be kind of funny…