Luxe won't track my readiness score or health metrics data

[KarenIOW]

I have been wearing my new Luxe continually for over 3 weeks and am not getting any readiness score or 3 of the 5 health metrics. I have subscribed to Premium, restarted the device and it has up to date firmware. My husband bought a Fitbit Charge the same day and has exactly the same issues. 
it can’t therefore be an issue just with my device, or just luxe. Disappointing that we aren’t getting the features we’ve paid for. We are in the UK and these services should be available from what I have read. Any help welcomed. Thank you

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @KarenIOW. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Luxe. We‘re taking your comments and sentiments in regards to our products and services into consideration.

If you don't see your daily readiness in the Fitbit app, please take the below information into consideration:

• The Fitbit app must be on version 3.49 or higher. For more information on updating the Fitbit app, see How do I use the Fitbit app?

• You must be a Fitbit Premium member using a compatible device. For a list of compatible devices, see Who can see a daily readiness score in the Fitbit app?
• To receive your first daily readiness score, you must wear your Fitbit device 14 hours per day for at least 4 days and nights. To continue receiving a score, wear your device 4+ nights per week.
• If you already received your first score, make sure you wear your device for at least 1 full day (during the day and to sleep at night), then check your score after you wake up in the morning. To see a daily readiness score, you must wear your Fitbit device for at least 14 hours.
• Make sure the back of your device is in contact with your skin. The band should be snug but not constricting.
• Most metrics require at least 3 hours of quality sleep. If you move a lot during your sleep or the sleep session is too short, you might not get a reading.

For more information, see What should I know about health metrics in the Fitbit app?

[KarenIOW]

Thank you for you help. much appreciated.

I have checked the App and we are in 3.53 so that should be ok. All your other points check out.  We’ve worn the devices correctly for significantly longer than the minimum periods and subscribed to premium, but still no luck getting health metrics and readiness score. 

[MarreFitbit]

@KarenIOW I appreciate you had followed the tips and recommendations provided above.

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.