Sleep tracking inaccurate with Versa

[Tammy_S]

My Versa tracks my sleep but it's inaccurate.  I woke up this morning at 7am.  My Versa reported I was awake at 5am & it stopped tracking my sleep.  Other nights it starts my sleep long after I go to bed.  I'm asleep after my head hits the pillow.  My Blaze used to track sleep if I fell asleep in the recliner, recorded awake time when I moved to my bed & went back to tracking sleep until I woke in the morning.  Are there known issues with the Versa's sleep tracking that are being corrected by Fitbit?  I made the wrong assumption accuracy (heart rate, steps, sleep) would not be an issue with the Versa since the Blaze works so well.  

Moderator edit: updated subject for clarity and label. 

[TumeniKatz]

The issue isn't whether one considers the sleep tracking functionality valuable or not -- that's up to each individual -- but the fact that it's a promised feature that isn't being delivered upon for many people.

[SunsetRunner]

if it was only the sleep tracking...

the one that dont sync properly

the connected GPS that is lost or never connecting

the versa losing exercises..

if you only use the versa to count your steps.. then you should have bought
only a step counters..

for the rest of us. that bought the Versa for all its features

we went them to work..

and Fitbit is losing all credibility to the sport enthusiasms


Cheers

Paul

Moderator Edit: Format.

[Jmarrs]

I was having the same experience. Try cleaning your wrist and the sensors when you go to bed

Sent from my iPhone

[MarcoGFitbit]

Hello everyone, I hope you're having a great day.

I would like to thank you for keep reporting this situation. All of your feedback is very important for our team so we're constantly forwarding it to them. I understand some of you have had success with your Versa recording your sleep correctly after cleaning the sensors on the Versa and your wrist before going to bed at night, I'm really glad. I appreciate you have let us know about this troubleshooting step, I'll make sure to forward it as well. 

Once again, I would like to thank you all for your patience and understanding, if you have any other findings, please feel free to post them, they will be very helpful! 

[stevethompson49]

Yet another useless platitude response from FitBit.

Just fix the problem instead of ignoring it.

And until you fix the problem, stop advertising and selling it with these features.

If I just wanted a step counter I would have stayed with the Alta. But I paid good money to upgrade to the Charge 2 to get heart rate and sleep tracking. Chronic problems with that so I paid more good money to upgrade to the Versa. It's even worse than the Charge 2. I now have three FitBit devices that don't do what's advertised.

[Sams85]

Disappointing and generic response by Fitbit, the suggestion has not fixed my sleep tracking issue.

[AlejandraFitbit]

Thanks for your participation @stevethompson49 and @Sams85.

As mentioned in previous posts, we are aware of the problem and are working to investigate, sorry for any inconvenience it's caused and appreciate your patience and look forward to getting you back on track. When we have updates, we will be glad to let you know about it.

Let me know if there's anything I may do to assist you in the meantime. 

[Skyybluepurple]

@AlejandraFitbit Thanks for the update.  Could you please also escalate that the hourly tracker is not working, (I can have thousands of steps, and yet only like 300  steps show in the bar chart)  The 250 steps an hour achievements are not posting properly, (my versa says 4/11  the app shows zero?) the alerts are spotty at best.  I've gotten ONE alert today regarding how many steps to my 250 goal.
These are not minor issues, and along with the sleep tracker problem literally account for around 75% of the features of the device/app... 
For the record, I've purchased 3 versas... returned one for a refund and was instructed to return the second for a replacement, but feel that the issue isn't going to be resolved with a new Versa... its' going to need to be a larger fix within the system.

[Harwax]

Part of problem might be how much time a Versa user spends in bathroom for
a night time pit stop. Just my 2 cents

[PoundWord]

And how would that explain that the Charge HR worn exactly the same way and with same sleep pattern tracked sleep perfectly?

Sent from my iPhone

Moderator Edit: Removed Personal Information.

[MarcoGFitbit]

Hello @PoundWord, have a warm welcome to the Fitbit Community, it's great to have you on board. It's nice to see you too @Skyybluepurple and @Harwax, I hope you're doing well. 

@Harwax, I appreciate your participation in the forums and for sharing your insight about this situation. 

@PoundWord, please note that the Charge HR and the Versa have different firmware, they also don't share the same software, even when they similarities when it comes to hardware, their sensors are different, which means the issues will be different. 

@Skyybluepurple, I appreciate you have shared this situation affecting the Hourly Activity, this issue has already been reported and our team is also looking into it. Please keep in mind that 

some issues are more difficult to resolve than others, which means it will be irresponsible on my part to provide you a specific timeframe for when this situation will be resolved as it might take longer than expected. 

Once we have more information to share with you about this situation, we'll make sure to post it here in the official Forums. Thanks again for your patience and understanding, I hope you have a great day. 

[Lking85]

tracking sleep now since I changed to sensitive on the settings. Having a delay in sync time.

[Cookie1981]

That’s a good idea - I will try that.

I came up with another solution that works - I take off the Versa and wear my old Charge at night and it is 100% accurate- not the best answer but it works and the data still shows up in the App - sure hope Fitbit can resolve the issue.i decided not to return it because I like everything else - wish I had an option for the Versa to track sleep like a Charge

[IamBob]

I have had my Versa for less than a week and 2 out of 3 night's sleep tracking were not functioning correctly. My Charge HR never had these issues. It appears that if I get up to go to the bathroom, the tracker will ignore the next 90 minutes. And I know I was not awake the entirety of those 90 minutes. Sleep tracking is the main reason I went with a Fitbit. Did I just waste $200? If this is not resolved by the time my return window expires I will have no choice but to request a refund.  

[Harwax]

My wife and I both have Versa watches. I find that on mine, 6 out of 7
nights are tracked OK. My wife usually is 7 out of 7 nights tracked OK. I
get up at night 2 to 4 times and my wife usually sleeps thru the night. I
think the amount of time you spend in the bathroom might be part (or all)
of the problem we are having. I am not affiliated with Fitbit, just a
customer like you.

[IamBob]

5 minutes or less in the bathroom shouldn't affect it. I never had the issue with my less sophisticated charge HR. 

[Harwax]

I agree - I am usually under 5 minutes from time I get in and out of bed
and like I previously said usually 6 out of 7 nights tracking seems OK. I
assume you tried all the suggested "fixes" .

[IamBob]

Yes, I jumped through the hoops of trying the suggested fixes. Why should the consumer have to constantly "fix" a brand new product? Fitbit is basically selling a broken product and expecting their customers to fix it! I wonder if the Apple products are shipped broken? 

[keticsteve]

Hi IamBob, 

Welcome to the communty of disappointed Versa owners.

Most of the functions on my Versa appear to be functioning well - but sleep tracking is the one whch is iffy at best.  My solution of drying my wrist thoroughly and cleaning the lens with a lens wipe just before sleep seems to give good results more times than not but it still fails too frequently.

My previous fitbit devices never required such careful treatment. - they performed well and without any glitches and that was why I "invested" in my rather expensive Versa.  I was llulled into a false sense of security....

We've been waiting for a fitbit 'fix' for a lo-o-o-o-ng time now and have been asked to 'be patient' - which is now wearing thin and the moderators have become very quiet.  

I suspect that fitbit are doing little, if anything, and hoping that we will all just get tired of the hassle and go away.

Personally I'm just waiting to see if anyone of any standing in fitbit is ever going to comment on a meaningful level.

It doesn't take a dedicated technical team this long to come up with a solution to such a common problem!  I suspect it's an issue that they can't resolve. I wish they'd just be honest and at least acknowledge that they are failing folks who have been loyal fitbit users.

Of course, there will be commercial consequences to their failure / inaction / poor customer service with thousands of fitbit users deserting the brand. I'll be one of them.

I find this sad but fitbit are not helping themselves by their silence!

I've been patient (and quiet of late) but this is beyond the joke.  I really don't like being patronised.

[sf_valerie]

I love all of the features of my Versa, but also have issues with the sleep tracking. I didn't try all of the fixes, and I agree that the product should have been tested before release so that they could see that there was an issue. However, the fix that I have found to work quite well is to simply update the log each morning if it's wrong. The Versa is actually tracking stuff - the info is there, but not being transferred to the log for some reason. So if I go to bed at 11, but it says 3am, I simply go in and edit it back to 11, and then everything shows up. If it says I was awake for 3 hours in the middle of the night and I wasn't, I delete the first entry, then adjust the second one, and everything is there.

Not the best solution, as I shouldn't have to do this at all, but since I'm in there anyway looking at the stats, it's not such a big deal.

Just my two cents.