My Luxe is not registering my data

[LisaPenney]

The app asked me to join premium since then its not registering my steps my sleep patterns nothing a little disappointed with the watch really

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community, @LisaPenney.

I'm sorry to hear about the difficulties you experienced with your Fitbit Luxe.

I noticed that you've been in touch with Customer Support. If after following their instructions you continue having difficulties please let them know in order to get further assistance. I'm pretty sure they will do their best to provide a high level of support. Thank you for your patience while dealing with this situation.

If you have any question, please let us know.

[Fliss13]

What’s the solution?

[Gr4ndp4]

Hi, @Fliss13 , welcome to the community, absent detail of your particular problem I suggest you restart your "Luxe". This video demonstrates the process. If you are still stuck please post here again with more detail of your problem.

Cheers

[JayzNay]

This used to happen to me in the past a lot. To the point where I would have to keep shutting my phone off and turning it back on for it to reset. Now I leave the app open in the background, and I no longer have issues with it not updating. This issue seems to happen more often on iPhones rather than androids. 

[Fliss13]

My problem is that my exercises eg swimming walking are not showing up on my 5/7 day exercise plan. How can I fix that? I have rebooted and updated everything I can.
Thanks for your help

[Judithcassel]

I periodically have this problem. I’m having it today…no sleep, HR, etc. In the past, Fitbit usually replies on this forum that there is a problem with the app; then I know it’s not just my Fitbit. So far this morning I haven’t seen that noted and my data is still not recording. 

[Gr4ndp4]

Hi, @Fliss13, & @Judithcassel  welcome. May I suggest you restart your "Luxe" as recommended above? As mentioned by  @JayzNay check the settings in your Fitbit app on your phone. On an Android phone (you do not mention the make or model of your phone) you would go from Settings>apps>Fitbit>ensure all notifications are allowed>clear storage & cache for good measure>in mobile data & wifi allow background data & unrestricted data usage (check your internet account has sufficient credit)>in battery usage set to unrestricted. This last is because some phones do not treat the Fitbit app as essential & close it down where we need it to run constantly in the background.

Your Fitbit app should sync each time you open it on your phone, populating the app tiles & updating the Fitbit server over the internet. If you are unsure if this is happening try manually syncing by sliding your finger down the Today screen in the Fitbit app on your phone and releasing.

Still, have a problem syncing? checkout How do Fitbit devices sync their data? & Why won't my Fitbit device sync? 

I hope this helps, let us know how you get on by posting here again.

Cheers

[Judithcassel]

I have done everything you suggested several times today. My current activity is registering…steps, hours with 250 steps, etc. it’s syncing fine for those things. It just won’t show my sleep from yesterday or the other metrics. Sleep recording id one of the main reasons I use the Fitbit. I’ve had a number of Fitbits and this is the first time I can’t seem to resolve the problem. Any more suggestions? If not, I’ll call the Help Line…just a very busy day and little time to be dealing with this. 

[Gr4ndp4]

Hi, @Judithcassel, thanks for your feedback. Sleep tracking is a complex function and advice can be found here How do I track my sleep with my Fitbit device?

You will see you need to be at rest for about an hour before your device records you are asleep, if you are a restless sleeper this may interrupt the process. I suggest you have a look at the normal/sensitive setting and change it to see if it makes a difference.

I hope this helps, let us know how you are getting on by posting here again.

Cheers

[Judithcassel]

I spoke with a customer service rep who agreed that I did all the right things in an effort to remedy the problem. He suggested that it might have been an overnight problem with the location of the Fitbit on my wrist since the tracking of other data was proceeding normally. I never had that happen before so was hesitant to think that was the problem.

Apparently he was right though because it’s tracked all of the metrics since then. I have no idea why it happened because I’ve worn the device the same way for 18 months. Nonetheless, I’m glad it seems to have resolved. The rep was very nice and helpful. I hope it doesn’t happen again. 

[Gr4ndp4]

Hi, @Judithcassel, I'm pleased you have made progress, long may it continue.

Cheers

[Fliss13]

Hi
It’s tracking my walking but adding it to
my exercise. It used to automatically. My swimming gets added but I switch that on and off. Don’t understand why it has changed.