Charge 3 not registering sleep score

[kc498]

Here’s an odd sleep tracking issue.

Working: Sleep duration, heart rate, and stages are being tracked 
Not working: No Sleep Score and the sleep tile on Today is the grayed out moon icon and two horizontal gray bars.

I’ve tried all the restart, log out, reinstall, etc. options with no success.

Moderator edit: subject for clarity

[AlejandraFitbit]

Welcome to the Community, @kc498.

Thanks for troubleshooting this sleep score issue. You must see sleep stages to see a sleep score. For more information, see What should I know about sleep stages?

If you see sleep stages but don’t see a sleep score:

• Note that it may take a few minutes for your sleep score to appear. 
• Update the Fitbit app to the latest version. For instructions, see About the Fitbit app.

Let me know the outcome. 🙂

[kc498]

Thanks for your reply, but you are not capturing the full issue. The first issue is that the Sleep bar on the “Today” screen is a they grayed out icon and two horizontal gray bars instead of the sleep duration with the Sleep Score underneath. 

The second is issue is that within the Sleep section, the stages and duration are all accurately captured but there is no Sleep Score or even the graph for the sleep score. This has been going on for about a week. 

[AlejandraFitbit]

Thanks for the information, @kc498.

Sorry for the misunderstanding, can you please provide me with a screenshot of your sleep tile by following the instructions provided in this post?. Also, have you checked if your Fitbit app is updated?.

I hope to hear from you soon. 🙂

[kc498]

 

[kc498]

Hello,

I’ve uploaded the photo. 
Both the app and iPhone are up to date. 

[AlejandraFitbit]

Thanks for getting back and for the screenshots, @kc498.

I have escalated this issue to our team for investigation. Once I have any update about it, I will be glad to let you know.

In the meantime, let me know if you need anything else. 😊