Ionic - inconsistent sleep details

[octavie]

Hi Fitbit team & enthusiasts,

My mom relishes looking at her sleep score and stages each and every morning upon waking.  For the last 3-4 weeks it rarely gives her more than when she went to bed and awoke.  No sleep stage data or score.  The only feedback she's gotten is to be sure to wear the watch 2-fingers above her wrist, which she has been doing.  She never had this problem before in her 4 yrs wearing the watch, and we don't see how it can be a Heart Rate reading issue as it reads her HR all-day without issue.

We have tried restarting numerous times, we have tried cleaning the back of the watch with soap and with alcohol, no change.  The watch's firmware is up-to-date. What should we try now?

Many thanks!

Moderator edit: subject for clarity 

[LiliyaFitbit]

It’s good to see you in the community, @octavie.

Thanks for the details shared in your post and for already trying to resolve the issue. I understand your concern and would like to confirm that you must see sleep stages in order to see a sleep score. For more information about sleep score, please see this help article: What's sleep score in the Fitbit app?

Since you don't see sleep stages and have tried already restarting the device, please confirm our complete troubleshooting instructions in our help article: Why don't I see sleep stages today? 

Please also try the following:

1. Please confirm that the sleep settings are normal and not sensitive: What is the difference between the normal and sensitive sleep setting in the Fitbit app? 
2. Try sleeping with the watch on the non-dominant hand.
3. Confirm that the watch is snug on the wrist. 

Hope this helps!