Charge 2 not tracking sleep stages

[Tdog2010]

Had my charge2 for a week and it won’t track the deep sleep rem and the stages it to track when I’m sleeping.   What do I do to fix it. 

Moderator edit: updated subject for clarity

[Grandmutter]

There is NO hate here. I apologize if I offended anyone. When posts are
made, at least on my part, was to who I thought was the retired Merck exec
since that’s where it appeared to come from. These devices are not cheap
and cannot just be replaced by most people; including yourself.

A big slap in the face by Fitbit is sending an email stating “Preorder your
Charge 3 now $150. I sent them an email, and should post the response back
to me.

Interesting experiment... that’s not something they’ve recommended. My
husband has one too, and will be a year in Nov that he’s worn it with no
problem. Sleep stages work fine for him. I’ve had mine since July 2017. And
it charges fine and holds a charge for almost a week.

A mystery.

I will post the response I received from Fitbit shortly.

Stay tuned, as it came from an email...

Moderator edit: Personal info deleted

[kc-fit]

sorry. i don't what you are talking about. my charge 2 just doesn't track sleep stages.

[Dineen]

👍

Sent from Yahoo Mail on Android

[Grandmutter]

Here’s what I got from Fitbit...

Hello Debra,

We apologize for the inconvenience that this has caused you. We're glad to
assist you with regards to your inquiry.

We'd like to share that in spite that the issue with your Charge 2's sleep
has not been corrected yet, our team has opened up an investigation and
escalated it to our engineers for review and correction. However, with
regards to the email you've received regarding our newest tracker, Charge
3, we are trying to improved our product by producing new trackers in our
Charge line of trackers.

We hope for your understanding regarding this matter. Should you have other
questions, let us know.

Sincerely,

Noemz Jeremie L. and the Fitbit Team


ref:_00D40N2lj._5000b1Jtmze:ref--
Debra Andrews
Health Coach

Check out my new website:
www.debraandrewshealthcoaching.com

[HeydyF]

Hello guys, I hope you are having a great day! 

I'm sorry to hear about the inconveniences that you are experiencing twit your Charge 2 because is not tracking your sleep stages accurately or is it not tracking them at all. 

As I have mentioned in other similar threads, I'd like to start from the basics. Please review the following factors that affect that your Charge 2 tracks sleep stages: 

• If you slept in a position that prevented your tracker from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your tracker higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your tracker to bed). For more information on automatic sleep tracking, see How do I track my sleep?
• If you slept for less than 3 hours.
• If your tracker’s battery is critically low.

In addition, 'd like you take a look at our help article: What should I know about sleep stages? 

I'm glad to hear that some of you contacted our Support team and received a new Fitbit Charge 2 that is working fine. 

I will appreciate your understanding, as our team is working hard on finding a solution for this issue.

Have a nice day! 

[Dineen]

Good! At least they're (supposedly) making an effort. 😊

Sent from Yahoo Mail on Android

[sanjivkaushik]

I am not sure how producing a new version of FITBIT(charge 3) is going to help users of charge 2. 

They should put a disclaimer that admits the inconsistencies in data recording of sleep. You can't give an excuse saying that the person's sleeping style is the reason. I just stopped using fitbit a few days ago and started using another brand! Although I liked fitbit for the most part. Just the customer service was enough for me to feel irritated. 

[kc-fit]

Well said

Yes, and effort didn't work. Sigh.

Moderator edit: merged reply

[Sdekooter]

I do not understand why starting sleep from the app would break sleep stages data.  However at least I now understand why I do not have stages for some days. Can I manually delete sleep starts so it will recalculate?

[JScanlan]

Thanks, I will try the above but please can you explain why the app has the 'Begin sleep now'  feature if you are suggesting it does not enable sleep to be tracked correctly? 

[SunsetRunner]

From what I remember (I have used other models in past years) older devices did not have the same functionality as the Charge 2 and later ones. The app is used by people with many different models including the older ones. So the 'Begin sleep now' would be used for those devices. @JScanlan

[Sdekooter]

I do not represent fitbit but my best guess is that it is there for older
models and/or for people that do not like wearing it at night.

[AlvaroFitbit]

Hi everyone. Thank you for sharing your experiences. You can always try the suggestions in the help site to improve sleep stages detection and heart rate detection (which is vital for Sleep Stages). Or you can contact our Support team just like my friend @HeydyF mentioned.

Let me know how it goes!

[SunsetRunner]

"Hi everyone. Thank you for sharing your experiences. You can always try the suggestions in the help site to improve sleep stages detection and heart rate detection (which is vital for Sleep Stages). Or you can contact our Support team just like my friend @HeydyFitbit mentioned."

I think it is fair to say that everyone who is having these issues has already tried all the suggestions. This is not helpful any longer @AlvaroFitbit - sorry if I am sounding exasperated, but I am for those whose sleep stages are not able to be tracked.

[PaulaBar]

---

@SunsetRunner wrote:

I think it is fair to say that everyone who is having these issues has already tried all the suggestions. This is not helpful any longer @AlvaroFitbit - sorry if I am sounding exasperated, but I am for those whose sleep stages are not able to be tracked.

---

Exactly! I feel like a hamster spinning on a wheel. Not only have I tried all the suggestions made, but it was also suggested in another thread that I change my sleep sensitivity to sensitive when that setting didn't work months ago and it was suggested the setting should be set to normal. I feel like we are being given the run-around when it's more likely the issue is with the tracker itself or the app. After months of getting very sporadic sleep stages, I started getting them more consistently when I started wearing the tracker very loosely at night. However, since the last update to the app, I haven't gotten any sleep stages.

[TrophyWidow]

I echo what @PaulaBar and @SunsetRunner said. I’m done. I’m getting an Apple Watch as soon as I am able; it’s what I should have done in the first place.

[stevethompson49]

Same here.

[Jmcm46]

I have given up using my charge 2 altogether. I’m waiting for the email that says the problem is solved before I try again.

Sent from my iPhone

[Vancejg]

For awhile reversing it under the wrist, 2 inches back and tight was working. Last week or so no luck. I'll try it loose, then quit and off to Apple.

[fpk473]

I posted a while back on this thread that I had lost my sleep stages.  Shortly after that, sleep stages were back with the exception of a day or two here and there.  I changed nothing.  This is at least the second time (maybe third) that I have participated in a thread like this - it goes on and on and on and then all of a sudden the thread is marked "solved." 

I feel bad for the reps who post on here spouting the same "solutions" because they are obviously following orders from the higher ups.  Why Fitbit cannot acknowledge their problem - or that they don't KNOW what the problem is - is beyond me.  So I just put up with this sham until my Fitbit (my third) dies and then I'll decide what to do.  Not likely I'll buy another one.