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Device not tracking heart rate and sleep data

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‎08-04-2019 23:36 - last edited on ‎08-05-2019 17:04 by Fitbit Moderator

‎08-04-2019 23:36 - last edited on ‎08-05-2019 17:04 by Fitbit Moderator

My Fitbit Ionic was working great, but today I realized it stopped tracking my sleep and my heart rate. Is there a way for me to get this fixed or do I have to trade it in for another one?

 

Moderator edit: Format 

Moderator edit: Subject for clarity 

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‎08-05-2019 17:09

‎08-05-2019 17:09

Hello @Ri0tMaker13 welcome to the Community Forums, it's a pleasure to assist you with your Ionic difficulties.

 

Surely there's a way to resolve the difficulties you're experiencing. To better assist you with this situation, can you please let me know when was the first time you experienced the heart rate situation? Also, regarding the sleep data that's not being recorded, can you please let me know if your device isn't recording sleep information at all or Sleep Stages detailed graphs? As it turns out, in order to receive Sleep Stages your device needs to record heart rate data, therefore, this could be to root cause of the sleep concern. 

 

In the meantime I receive your answers, if you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes.

 

Keep me posted, I'll be around. 

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