Inspire HR not tracking sleep

[lbgkbg]

My Inspire HR is not accurately tracking my sleep. Sometimes it doesn't track it at all! I have tried resetting it a few times, but that has not worked. HELP, PLEASE! Thanks!

[Bellwood]

My fitbitalta hr not tracing my sleep or my heart rate

[Boopedo]

Are you sure the HR function is “on”? It's a little tricky on the Inspire.

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[Bellwood]

This is on

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[Boopedo]

Did you try to speak to the company? Mine skips days randomly just when I really want to know how I slept. It’s not a quality product. The Inspire especially seems to have a lot of bugs/problems. I will never get a new model again they do not stand behind them. In fact I’m hoping there will be a knock-off very soon. It’s certainly about time, right?

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[Nettinoodles]

No I’ve not spoken to anyone yet. Restarted my FB last night but sleep stages still not tracked. I’m going to check if there’s an update I need to do & if that doesn’t work I’ll call up - & if still no joy I’ll ask for a refund - I’ve only had it 2 weeks.

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[Julia_G]

Hi, @Nettinoodles , have you checked to make sure the HR function is turned on?

The main reasons for not seeing sleep stages are:

- The Fitbit cannot get a consistent HR reading.  This can be caused by the HR being turned off (!), wearing the Fitbit too loosely, or if you happen to sleep in an awkward position (for example your wrist is tightly flexed.  Obviously there is not a lot you can do about the last one, but if that is the reason it should only happen occasionally

- The battery needs charging.  Sleep stages may not be available if the battery is below about 20%

- You used the “start sleep” function in the app.  To get sleep stages you must allow the Fitbit to detect your sleep automatically.  The start sleep function is only for older Fitbits that do not have an HR function.

If your Fitbit requires updating you will see a pink error in your app notifying you that an update is available.

I hope this helps!

[Boopedo]

Am those things are also on my checklist. I guess sleeping in an awkward position should be in the Fitbit directions if they want to be honest and the product. That is ones off two big complaints. 1. Not standing begging the product (45 day guarantee, really? It takes that long to figure it out and customer service is so slow it takes 3 weeks to get a straight answer out of them if it’s even possible) 2. High expectations due to hype on what it can do, and product never lives up to it. Vague directions blaming everything on customer error. I guess this world has a lot of healthy fit successful idiots because this watch is anything but user friendly.

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[Boopedo]

Get your refund after you try everything ... quickly. I have found replacements to work better.

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[Nettinoodles]

Thanks & I think the HR function is on (though don’t know how to check that) as it was working ok last week & ive not done anything different t

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[Nettinoodles]

Thanks. Think I will do. I bought it from John Lewis. Do you know if I can get a refund there or from the Company?

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[Julia_G]

@Nettinoodles , it is worth checking that the HR is on.  You can do that on the device itself.  Sadly I have lost mine, but I think you can find the HR settings by swiping down and finding the settings menu (it’s the gear icon).  Make sure HR is on.

You mention that you bought your Fitbit from John Lewis, so it seems you are in the UK.  In the UK the retailer is responsible for warranty claims, so if after checking everything you feel that it is not working properly, you should return it to the shop along with proof of purchase.

In the UK the warranty is 2 years, so you have plenty of time to experiment and see if you can get it to work for you.

As I mentioned above, if the HR is on, and the Fitbit has plenty of charge, and you are not using the app to manually start sleep, and you are not wearing your device super loosely, and you are asleep for at least 3 hours, you should get “sleep stages” most nights.  There will inevitably be some days where it doesn’t work (for example if on a particular night it cannot get a consistent HR reading), but this really should be the exception, not the rule.

You can also always contact Fitbit Customer Support on contact.fitbit.com for further advice, although I think they will probably give you the information I have shared here.

Oh, and it is definitely worth giving your Fitbit another couple of restarts, as a single restart does not always work.  A restart simply closes down all background activities that may be interfering with normal operation - it’s a bit like turning off yur computer or phone when it starts misbehaving.  You won’t lose any data with a restart and it can flush everything out in a good way.

Good luck!  Let us know how you get on.

[Nettinoodles]

Thank u - that’s v helpful. I’ll try those steps & let u know how I get on.

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[Julia_G]

Hi, @Boopedo , the 45 days in not the guarantee period!  It is the trial period.  Any time in the 45 days after purchase you can return your device to Fitbit for any reason - it doesn’t have to be defective - you can just say you don’t like it, or it doesn’t suit your life, or any reason or no reason at all.  You will receive a full refund or replacement.  This only applies if you buy directly from Fitbit.  Other retailers may have other policies.

Wherever you buy your Fitbit, in most parts of the world the guarantee period is 1 year.  (Due to legislation in the EU the guarantee is 2 years). After the 45 day period you will only be able to get a replacement if the device suffers from a manufacturing defect.  This the usual arrangement for all kinds of warranties and not unique to Fitbit!

Obviously in that case Fitbit will need to investigate why your product is not working and whether it really is defective or whether there is an element of user error.  That is not meant to be insulting, of course!  But they do need to make sure that a simple restart, or checking how you are using your device, might solve the issue without any further action.

Obviously it is best for everyone if some advice can get you going instead of a long process of returning the device, checking it is defective, replacing, etc.!

[Boopedo]

To check the HR function, scroll up (by swiping down) when you get to settings, tap it and you will see phone GPS and then scroll down (by swiping up) to see HR. It should say ON. Mine has gone off without my doing anything!!

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[Julia_G]

Hi, @Boopedo , that’s exactly why I said it was worth checking whether HR is turned on!  If it is not turned on, then you will definitely not get sleep stages.

When your Fitbit updates (and sometimes for reasons I can’t explain) it can reset itself to default modes.  

So if sleep stages isn’t working, the FIRST step is to check whether HR is turned on.  The second step is to give it a restart.

Now that yu have turned yours back on, hopefully it will work for you!

Good luck!  Please let us know how it goes.

[Boopedo]

I already know this. And mine still doesn't track properly. It is definitely defective. I have an Alta HR that has worked great for years (after having to have it replaced for the same reason)! The problem is that Fitbit does not stsndt begind their products like most reputable companies. I've never heard of one that won't at least replace a product that doesn't function properly. Most companies will give a refund within one year. It is practically un-American!!

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[Boopedo]

I was just told you can get a refund with one year however I have not been successful personalty. I am going to pursue it further.

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[Boopedo]

That is interesting because I bought mine through Fitbit, contacted them and was told I cannot not get a refund because my 45 days is over. I even still have the box; besides, Fitbit has a record of all devices and where they were purchased anyway. Once you sync it to your phone and get the app, they know everything about you!
Karen

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[Julia_G]

@Boopedo , if your Fitbit is defective within 1 year of purchase, then you are eligible for replacement.  If you feel that your Fitbit is not functioning correctly, then please get in touch with Customer Support on contact.fitbit.com .

They can explore with you possible fixes, or reasons why it is not working, but at the end of the day, I am sure that you will find that they will honour the warranty.

Please report back and let us know how it goes.

[Nettinoodles]

Sleep stages have recorded this morning so all good at mo. I didn’t Start Sleep in app but let it detect my sleep & restarted 3 times as well. So hopefully it’ll be ok now.
Thanks for ure help.

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