Completely baffled by sleep tracking failures across three different devices

[SunsetRunner]

Hi, I’m going bananas. A little over a month ago my Charge 4 inexplicably stopped tracking my sleep. I did everything I could think of to get it working properly - I restarted the device, I checked for app updates, I did a factory reset on the device, I turned off any non-essential features like alarms and sleep reminders, I tried the other wrist, I adjusted the sensitivity, I gently cleaned the underside of the device. Nope. Not happening.

I was stumped and frustrated, but although I’ve only had this Charge 4 since August, I was kind of coveting the Charge 5 and this was a pretty good excuse to upgrade. So I bought a Charge 5, and was shocked and completely baffled when the Charge 5 had the EXACT SAME PROBLEM. What??

So maybe the problem was the app? I deleted the app and downloaded it again from the App Store. I went through all of the same steps with the app and tracker I listed above. Unlinked and relinked. Googled to see if this was an known issue. Made sure the manual sleep mode was turned off. Asked it really really nicely to please work with me. Again, Nope.

I sent the the Charge 5 back and strapped the Charge 4 back on my wrist. I. Tried. Everything. Everything I could think of, anyway. The most I could ever accomplish was the tracker letting me know I slept for 46 minutes between 7:00 and 8:02am. Which is…not accurate.

Okay, last freaking resort. I dug around and found my Charge 3. I loved that thing and it worked flawlessly. The only problem was the display was slightly damaged, making it somewhat difficult to read. Hence, the Charge 4.

I set up and linked the Charge 3, checked for updates, synced, all of the above. And when I woke up the next day: SAME. FREAKING. PROBLEM. I just…what??  Is there…like…a demon or something? Are Fitbits susceptible to curses and dark magic? Or am I just an idiot who can’t see an obvious problem staring me in the face?

Does anyone have any idea what could be going on here? I love my Fitbit and I want it back…but I’m very close to either hiring an exorcist or buying an Apple Watch.  Help?

[Marinasideyvr]

I have the charge 4 that I purchased late last fall and have had the same issues as you, inconsistent tracking or no tracking, fails to record sleep stages … I’ve tried everything you have mentioned and have discussed with several customer support reps the issues and have sent in snaps shots as they requested of what I am not getting. What frustrates me the most is they have seem to have gone silent on my emails and my last telephone call with them indicated they indicated my case was being escalated to technical support and I would receive a response within 2 hrs. It’s now over 24 hrs and they have not contacted me, this is what is most frustrating when there is no customer support and or warranty a person can assume is to be supported or backed 

[AnitaNB]

Same issue here.  Extremely disappointed with customer support - really considering getting an Apple watch.  

[PLH123]

I got my Charge 4 12/31/20, and it also suddenly stopped tracking sleep scores about a month ago.  I noticed over the last week that it stopped buzzing me near the end of the hour when I haven't gotten my steps in.  Since several of us are experiencing this issue at the same time, I wonder if there was an update that broke the app...