Luxe won't track my sleep stages

[PDN77]

I have been wearing a Fitbit Alta for four years and have loved tracking my activity and sleep. Recently I lost it so immediately replaced with a Luxe. Since I received it on May 5 it has NEVER recorded my sleep accurately. I've tried all the suggestions from the Community and YouTube videos. Wore it above my wrist bone and below. Tried it on my other arm, and under my wrist. I like the metallic band, but went back to the original...still no luck.  I've reset it, reinstalled it...nothing has helped. Has anyone gotten a satisfactory solution from calling customer service? It sounds like they just suggest all the same things we've tried. I'm very sad to say this but maybe it's time to move on to an Apple Watch? 

Moderator Edit: Clarified subject

[EmilyVB]

I came here to report a similar problem, so I'm piggybacking on your question. 

My Fitbit Luxe (purchased in December 2021) works sometimes, but other times it only says I slept from 7 AM to 9 AM (e.g.), completely ignoring the rest of my sleep for that night. Something seems to not be working about its "detect when the user has gone to sleep" sensors. 

I know that I sleep very still and quiet (not tossing and turning), so it's  not that I was awake until 7. It's just not toggling the "human went to sleep" switch. 

Is there a recommended fix for this? 

[MarreFitbit]

Hi there, @PDN77 @EmilyVB. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Luxe devices before reaching out. I understand where your concerns are coming from and how you both must be feeling. 

Please bear in mind that sleep stages are based on heart rate data and it seems like your Fitbit Luxe is not getting enough HRV data to process your sleep stages.  

With that being said, I'd recommend doing the following:
 

• Switch the Heart Rate settings from On to Off and manually sync your Fitbit device. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Fitbit device. To do so, open the Fitbit app, tap on the Account icon, tap on your Fitbit device's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your Fitbit device once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Once the above has been performed, please monitor your Luxes' behavior (for heart rate and sleep data) in the next couple of days.

Always make sure to take this factors into consideration to make sure you receive your sleep data Why don't I see sleep stages today? 

Hope that helps. 

[EmilyVB]

I will try this, but I wanted to clarify: My problem is not in "not seeing sleep stages." My problem is in not seeing sleep recorded *at all.* I hope that helps!

[MarreFitbit]

@EmilyVB Thanks for trying to clarify your previous and we'd appreciate if you can elaborate a bit more your issue. Where are you missing your sleep data? Is it on your Luxe itself? Fitbit app? To better assist you, please attach photos/screenshots of the issue so we can go from there. 

In order to add a photo to your reply please: 

• When you're in the reply page, click on the Insert Photos icon (the little camera). 
• Then, click on the Choose File in the middle of the grey window that will pop up. 
• Search for the photo on your computer or phone and click on Open.
• Once the image shows up in the grey windows, select the size and the position and click on Done.

Keep me posted.

[PDN77]

Most nights it splits my time; even when I get a sleep score, the hours are wrong…either missing time or wrong start/stop times…my time zone is set correctly in the app

Sent from my :mobile_phone: