Some features on Fitbit Ionic are not working properly

[Mark2018]

On my S7 is everything working, but not:

- sleep stages

- lady's information on Ionic not possible to deactivate

- sometimes to high heart rate, while sitting on a chair

- sometimes to much steps, while sitting on a chair

Since I have the Ionic and since March where I got an update.

Support is helpless! Just standard phrases which can't help, until software is corrected!

And I'm disappointed! 😞

This is just a update, that nothing has improved on my side!

No need to answer, except somebody knows when Fitbit will fix the problems.

Moderator edit: updated subject for clarity

[MarreFitbit]

Hey there @Mark2018, it's nice to see you around! Sorry to hear about the inconveniences you've been having between your Fitbit Ionic and your Galaxy S7. Thanks for already troubleshooting these issues, nice way to go! 

Let's get started! As per the description of your post, I understood that your notifications are working except for the text messages, right? If so, I recommend to double check the following:

1. Open your "Messages" app on your Android device.
2. Go to "Settings."
3. Click on "Notifications."
4. Make sure there is a checkmark next to "Preview Message" (As shown below).

In regards to sleep stages, I'd recommend checking the following that could be preventing you from receiving them:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the "Begin Sleep Now" option in the Fitbit app (instead of simply wearing your device to bed).
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

While female health tracking is available for any Fitbit app user to access, it was not meant to automatically appear for male users and is hidden for male users in our latest Android app update, available now. Please ensure you are on the latest version (this also applies for the inconvenience with sleep stages). 

If your heart rate is not accurate on your Fitbit Ionic, please check this post to get tips and recommendations to improve your heart rate readings.

Also, if your steps are not being counted correctly, take a look at the information I posted here about the accuracy of Fitbit devices. I'm sure this will help! 

Thank you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

Hope to hear good news. I'll be around, keep me posted! 

[Mark2018]

Hello @MarreFitbit

Thank you for trying to help.

Notifications are working well!

Just problems with missig sleep stages, to high heart rate, to much steps and the female health tracking.

I have the 2.72.1 and it's removed in the dashboard but not on the Ionic.

Gender change and synch didn't help. 😞

Support tried that also unsuccessful! 😞

Concerning sleep stages:

Believe me, it's a software problem, a change in the algorithm and/or in data transfer. Not a hardware problem!

Victor from support told me, that Fitbit engineers are already working on it.

I hope that's true!!!

Also I know every trick since month but they all can't fix the software problem!

Btw: My wife is wearing my Charge 2 very loose and in a lot of different possition: Result: Every night sleep stages.  With my Ionic the same.

After an update in February/March I miss the sleep stages.

And this is not acceptable!

And I didn't change my skin color! 😉

So the sensitive in the algorithm was changend!

Maybe you have internal contact and can provide an update when they are going to fix the problems.

That would be very helpful!

Thank you!

[MarreFitbit]

My pleasure @Mark2018. I've shared your post and some other details with our support team. 

Thanks for trying the suggestions and recommendations I provided you. Don't forget to check your inbox in case our team has replied you back recently. 

I'll be around if you need further assistance!