Charge 2 sleep data not transferring to Virgin Pulse accurately

[MichelleEP]

My Charge 2 sleep data is not transferring to the Virgin Pulse website accurately.  It is now showing up there as "simplified sleep details" even though on the fitbit website/app the Sleep Stages graph is detailed.  This is causing the Virgin Pulse site to think that I am not getting the amount of sleep that I actually am getting and I am missing out on a fair amount of points every night that I sleep over 7 hours. I have contacted Virgin Pulse and have done their recommended fixes - disconnect my Charge 2 on their site and revoke access on the fitbit site (twice) then reconnect.  This hasn't helped.  My husband also has the Charge 2 and his data does appear correctly on the Virgin Pulse site.  I have all the latest updates (app and Charge is 22.55.2).  Any help would be appreciated!

[AlvaroFitbit]

@MichelleEP  Welcome! It's good that the community is growing! Sorry to hear that your sleep data isn't being read correctly from the Virgin Pulse app. As you mentioned the data is properly saved on your Fitbit account and being tracked correct by your Charge. We do also suggest you revoke the Virgin app access to your Fitbit account by going to the website. After this link them again (this isn't related to remove the actual tracker from your Fitbit account). 

Let me know how it goes!

[MichelleEP]

Thanks for your reply.  I've tried revoking access to Virgin Pulse two times on the Fitbit website.  This doesn't fix the problem.  Any other ideas?

[AlvaroFitbit]

@MichelleEP thank you for the update and sorry for the late reply. Please let Virgin Pulse support know about this to see if they have any additional suggestions or instructions. If you get any from them please share them here.

Keep me posted.

[MGoldsmith3]

I am having the same problem with my Ionic after updates; Virgin Pulse said it is a problem with the Fitbit and how it is transferring data.  I have revoked access twice, logged out and nothing is working. A coworker has a versa and it is tracking fine.  Any recommendations?

[Bigtruck8]

I am having the same issue with the Charge 2 after the last update. VP is pointing to Fitbit being the problem. I've done the disconnect/reconnect and that did not solve the problem. Any update would be appreciated.