Luxe - Sleep tracker

[Flower66]

I have the fit bit luxe, it has stopped tracking my sleep,  even though I wear it every night. The strap frequently detaches.

Moderator edit:  updated subject for clarity

[JuanFitbit]

@Flower66 , A warm welcome to the Community! Thank you for your message and information. 

Are the green LEDs blinking?
Do you see the simplified sleep record or none at all?

Do you see a constant heart rate recording during the night in the app?

Have you tried to restart the Luxe? How do I restart my Fitbit device?

[Flower66]

Yes the green lights are blinking.

I get a simplified record as it says it couldn't record a heart rate. I do get a heart rate reading for over night. I have only had 1 night recorded this week last week I had 6. I have restarted it. Today it has stopped waking automatically and won't  let me alter the setting. 

I haven't been swimming, nor do I wear it in the shower.

I have only had it since Xmas.

[JuanFitbit]

@Flower66 , Thank you for your reply and further information. 

The following conditions can prevent the recording of sleep stages:

- You record your sleep using the app instead of the tracker's automatic sleep detection.
- The tracker's battery is almost empty when you go to bed (below 25%). This prevents a regular recording of the heart rate.
- You use the metal bracelet while sleeping
- You sleep less than 3 hours.
- The bracelet is too loose or too tight on the wrist. You should be able to put your index finger between the bracelet and your arm without much resistance, so that your heart rate is recorded regularly and the sleep phases can be recognized.

Regarding the automatic recognition of your walks.
Do you have MobileTrack activated on your Fitbit app?
To check that just tap on your profile picture. 

If you see it listed, remove it from the app. 

MobileTrack will take the information recorded by your cell phone and not your Luxe. 
Sometime this will overwrite the info from your tracker in the same time frame. 

[Flower66]

Hi, Thank you for your reply.

I use the trackers automatic detection.

My battery has never been below 25%.

I don't sleep less than 3 hours.

The bracelet fits fine as you described and it has picked up all the other statics constantly.

I hope no problem with it picking up my walking.

I have a problem with the auto wake that stopped working today and won't turn on. I have been in the display settings.

[JuanFitbit]

@Flower66 , Thank you for confirming and correcting me. 

Auto wake is attached to the sleep stages. As your Luxe didn't recognize them during your sleep, the feature to wake you up, will not turn on. 
Try turning the heart rate off on the settings on your Luxe. 
Sync the tracker with your phone and repeat to turn the HR on again. 

Don't forget to sync afterwards. 

[Flower66]

I'm talking about the auto wake when you move your wrist nothing to do with sleep.

Can you please advise about the strap too. I'm  fed up of it coming apart.

[SunsetRunner]

I have had the same problem with the band on my Luxe until the spring gave up and latch broke.  My Luxe was replaced at that point.  Now my device has quit tracking sleep stages as well, I have tried everything suggested from factory reset to delete app and start over.  Nothing has worked and a month later Fitbit decided my device is defective.  They are not willing to replace because they say my device is over a year old.  This device is only 8 months old but Fitbit says warranty started at original purchase date not at the date of a replaced device.  They have offered a 35% discount to buy a new one. So basically I have received 2 defective devices and I am out of luck with getting a device that works properly unless I buy another one.  Very disappointed with company policies and their backing of their product. When it worked it was great but I will never buy another Fitbit.

[Flower66]

I'm sorry to hear your experience has been pants too. I don't think I will. I'm definitely not happy, my partner bought me mine for Xmas, he's not happy either. 

[Flower66]

Can you please advise me who I contact about getting my fit bit replaced or do I need to go back to where I bought it from.

[SunsetRunner]

I have been working with the help&support part of the Fitbit bit app.  They will have you try all sorts of things before they will commit to replacing it.