Charge 4 stopped tracking my heart rate and sleep data

[amlykor]

According to the app my Charge 4 is syncing fine, but all of today's information is missing. No sleep data and my heart rate info stops at 11:59pm last night. It's like Friday started and Fitbit just stopped working. I've restarted my device, deleted and reinstalled the app, and have charged my device to full, none of which have worked. I need this for my workout today!

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @amlykor. Thanks for stopping by in the Community Forums. Thanks for trying to troubleshoot the issue with your Charge 4 before reaching out. I understand where your concern is coming from. 

As a first approach, I suggest checking whether your Charge 4 is still paired to your Fitbit account. To do so, go to your Fitbit account, tap the Today tab > your profile picture > your device image. If you found out that your watch is no longer paired, that would explain why it stopped tracking some of your data. Therefore, please set it up once again so it can start tracking your sleep, heart rate, and other data. 

Nevertheless, if the above doesn't describe your issue, I'd recommend trying the following steps to make sure your heart rate is working:

• Switch the Heart Rate settings from On to Off and manually sync your watch. 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 Charge 4. To do so, open the Fitbit app, tap on the Account icon, tap on your Charge 4'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 watch 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.

As for your sleep data, I recommend considering the following in order to get sleep stages:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device 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 device to bed). For more information on automatic sleep tracking, see How do I track my sleep with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.