Sleep score is not working on my Versa

[ALMGM]

Hello,

since I did the last Fitbit app update, the sleep score stopped working. 
I’ve already restarted both devices (iPhone 7 and the fitbit versa watch).

it has been a week.

could you please help?

tks

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @ALMGM, welcome to our Fitbit Community! I'd like to follow up and help you with your Fitbit Versa since it stopped tracking your sleep score data. By the way, thank you for trying to get this issue resolved before contacting our forums.

Please try a factory reset. To do so on your device follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, check out this help page, which explains how your Fitbit device tracks your sleep score.

Finally, monitor your watch and see if the issue gets fixed.

Keep me posted on the outcome.

[ALMGM]

Hi @JuanJoFitbit 
Thanks for your reply.
I’ve already tried to restart (factory reset) the Fitbit as I read the instructions in previous questions.
Both, sleep score and heart rate, are not working. The light sensor behind the watch is no longer flashing.
I bought the watch an year ago.
Could you please give me further instructions?
Thanks,
Ana

Sent from my iPhone

[JuanJoFitbit]

Hi @ALMGM, thank you for getting back and trying the recommended troubleshooting steps. Since you mentioned that your watch is not tracking your heart rate, this may be the reason why it's not providing sleep score either.

Please try the troubleshooting steps that are listed in this help article. After trying these steps, keep an eye on your Fitbit Versa and see if it tracks your heart rate and sleep score properly.

Let me know how it goes.