Luxe stopped tracking my sleep stages

[Brittlebank]

Luxe stopped recording sleep stages on August 15, 2022. Only sleep data presented now is awake/restlessness, and bedtime and wake up for past 4 days. I wear Luxe to bed. Have not changed sleep habits, or way it of worn on wrist. Not starting sleep in app. 

Moderator Edit: Clarified subject

[Julia_G]

Hi, @Brittlebank could your heartrate have got turned off?  You will not get sleep stages unless your Luxe is detecting a consistent heartrate.  Are the green lights flashing on your Luxe?  You can check heartrate off or on on the settings menu on the Luxe. Please check to make sure that it is ON and the green lights are flashing.

Welcome to the forums!

[Brittlebank]

I checked the settings, and heart rate is turned on the Luxe. It is still
giving me a resting heart rate, and recording heart rate consistently
throughout the day 🤷‍:female_sign:.

[maggieannhunter]

Mine is the same. New fitbit luxe last month and only showing basic sleep data today 😞

[Brittlebank]

I'm wondering if it's a software update issue maybe?  I'm going to try sleeping with it on my ankle tonight and see if that changes anything.

[Julia_G]

It is extremely unlikely that putting it on your ankle will help with sleep detection.  In order to detect sleep stages the Fitbit needs to be able to read your heart rate, which will be much more challenging on your ankle.

[Brittlebank]

It actually does very well detecting heart rate on the ankle. I wear it there when I practice aikido, a martial art that involves a bunch of wrist grabbing, making a wrist worn device not practical. I get good activity results 🙂

[trashachinaMANX]

Hi, Any update on the sleep stages?

I have the same problem. This Luxe...2nd one...is 4 months old and stopped recording sleep stages 4 weeks ago.

Wondering if you found an answer as I don't want to contact Moderators after being passed to 5 in total for the problems with my 1st Luxe.

Thank you for any information.

[trashachinaMANX]

Ah well, guess everyone's sleep stages are hunky dory.

My problems still exist.

Thanks anyway.

[Brittlebank]

My problem has not been resolved. The Fitbit customer help folks have
escalated my case, but I haven't heard from them further.

Funny thing though, two nights ago I slept at a hotel and got a sleep score
yesterday morning. Last night I slept at home, and no sleep score this
morning. Who in the world knows what that means, lol.

That was the first sleep score I got since August 14.

[trashachinaMANX]

Oh dear, there's no accounting.

A Fitbit Moderator would possibly blame yourself saying that you slept differently 🤣

It's obviously their glitch that they don't have an answer to, in the meantime we have to endure a partial working tracker. Not good enough.

And so we await an intermittent response with bated breath.

Good luck.

[Brittlebank]

Fitbit is replacing my Luxe 🥳

[trashachinaMANX]

That's good.  Mine too was  replaced and developed  my now problems within 2 months of using and these are different problems to the ones I previously had.  It's just very temperamental.

I'm just putting up with it, no point in contacting a Moderator to go through the same guesswork answers that they dole out, I've tried all of those and thought I was successful only for it to revert back to It's normal lacking information stage the next day.

Hope you have better luck.

[Brittlebank]

That doesn't sound good.

I hope I don't get another lemon too! My daughter has a Luxe and has had no
problems with hers.

[trashachinaMANX]

There's just no accounting.

I wish you good luck.

[trashachinaMANX]

Yay, just had to tell you...I  got a sleep score and stages last night, first for 7 weeks.

Didn't do anything differently but there you go, temperamental  Luxe.  

Trusting that you have received your new Luxe and that it's working as it should.

[Brittlebank]

Are you still getting sleep scores, or was it a one time thing?

My replacement is still "awaiting carrier pickup" since September 12 😑.

[trashachinaMANX]

I thought that my luck was in...No, it lasted 2 days now I'm back to the normal nothing.So frustrating.  Wishing you better luck when you receive.

[B6C2QJ]

I am new to this, just had my luxe a week and has only given me a sleep score for first 3 nights now nothing on basic info. Have contacted them twice and tried all that they advise, different wrist, resetting etc but nothing still. So this seems to be an issue

[trashachinaMANX]

Agreed, definitely an issue that Fitbit haven't a clue on how to fix but neither do they care...they've got your money.Even if you exchange the problems appear again and again.  My advice...demand a refund and buy a cheapy little Radley from QVC for £44. 196255.I'm going to try it, afterall, you have 60 days to return if not suitable, no questions asked.I'm at the stage where I dread looking at the App each morning. Not good for the nerves.Wishing you good luck whatever you decide.