Versa 2 has stopped tracking my sleep data

[svb1098]

I got this watch 4 days ago. On the first night of wearing the watch to sleep, it tracked my sleep information, my sleeping stages, and gave me a sleep score. However, the past two nights that I have worn the watch to bed, it has tracked my amount of sleep but it has not given me any information on the sleep stages or a sleep score. What can i do to fix this? Any help?

Moderator edit: updated subject for clarity

[SunsetRunner]

Ok, so this is strange as I’ve got exactly the same problem on my Versa 2 and it started rather randomly on Wednesday (so Tuesday night). 

On mine I’ve noticed heart rate monitoring appears to have stopped. No recording of heart rate and no green light on the back. 

Looking at my logging, heart rate monitor appears to have stopped round 12h - 13h (ACST) on Tuesday the 05th of May.

I have shut down, left off for half an hour, tried different bands and positions and even done a factory reset with no success.

And I’ve followed the instructions in the link to https://help.fitbit.com/articles/en_US/Help_article/1582

[Guildo]

My Sleep Score only worked for one night. There's loads of threads about this but there doesn't seem to be any acknowledgement and/or resolution. Mine's going back  

[Holtzmann]

Have you tried changing the sleep sensitivity? 

[Guildo]

No I haven't. I see mine was set to normal, I've changed it to sensitive and I'll try it tonight.

Thank you 

[Holtzmann]

Of course! Be sure to let everyone know if it works! 

[Guildo]

Unfortunately that didn't made any difference, still no stages and score  

[Angela54321]

Me too!!!   It looks as though you now have to have "Premium."  I'm so mad.   This was not the case when I purchased the watch at Christmas. 

[Holtzmann]

You don't need Premium to see a sleep score. You only need premium for sleeping heart rate and a breakdown of the restoration score. 

FitBit sleep score explained. 

Have you tried manually adding a sleep start and end time? Since you more or less know when you went to sleep and when you woke up. What happens then? 

Have you tried doing a restart? Here's how. 

Next step would be a factory reset. 

To perform the factory reset please do as follows.:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until you feel a second, longer vibration, which indicates they initiated the factory reset. 

If that doesn't help, then contact customer support. 

If you aren't getting sleep score, there's something going on. 

[MarreFitbit]

Hello everyone. I'm sorry for the late response. Thanks for the details provided in your posts and for taking the time to solve the issue with your sleep data. 

Hi @svb1098, @Guildo, and @Angela54321. I recommend considering the following if you are not receiving 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?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Keep in mind that you must see sleep stages in order to see your sleep score information. Please swipe left on the Sleep Score graph, here you can see information about your weekly sleep average and sleep duration. To get more detailed information, see: What's sleep score in the Fitbit app?

If you seem that your heart rate is not working properly, I'd like you to perform the following steps below for this situation:

• Switch the Heart Rate settings from On to Off and manually sync your Versa 2. To switch the heart rate settings on your watch, from the main screen of your Versa 2, 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 watch. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa 2's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your Versa 2 once again. 
• Once it's done, restart your Versa 2 once again. To do so, hold the back button for 10 seconds. Let go of the buttons.
• 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.

Hi @SunsetRunner. Thanks for the detailed information you've provided about your Versa 2's behavior and for following the troubleshooting steps provided in this help article. I've seen you contacted our Support Team after posting here and saw they already solved your issue. 

Thanks for all your help in this thread @Holtzmann. Thanks for also clarifying what Premium is about. 😊 If you @Angela54321 have more questions about this feature, see What should I know about Fitbit Premium?

I'll be around if you have any questions present.

[RoxMes]

I cannot see sleep in the Today screen on the Versa 2 device. It is updated in the app on my phone. I scrolled down to he settings and sleep does not appear. The device is syncing regularly. I tried rebooting and nothing is working. I do not know where to change the sleep sensitivity. I had no issues with sleep in my Versa 1 but the buttons stopped working. I'm ready to leave fitbit all together, this is very frustrating.

[MarreFitbit]

Hi there @RoxMes, welcome on board. I'm sorry to hear about this situation. Thanks for the details provided in your post about your sleep data not showing and for taking the time to troubleshoot your Versa 2 prior to contacting us. 

Would mind sending me a photo of the sleep data you get on your Versa 2 even if it's nothing so I can go from there. Also, the details you get in your Fitbit app about your sleep logs. 

Besides that, I'd like to know if your Versa 2 is syncing all other data? Steps, calories, exercises, etc? If you press the button on your Versa 2, do you feel any vibration? Is the button no letting you to access to anything? 

I'll be around, keep me posted.

[Dmcd001]

My heartbeat sensor and sleep score haven't been working since mid-May.  Factory reset and updates have not worked. I tried the steps that you have listed here and it is still not working. The light at the back of my fitbit isn't even turning on anymore.

[RoxMes]

1. There is no data for sleep,not even the category. I'm including a picture if the settings, I only get 3 categories to choose from and sleep is not one if them. By the way I also checked the "Today" app itself and it was updated April 2020.

2. I have included a pic if the  Fitbit Today screen in my cell.

3. The button in THIS new device (Versa 2) works fine, the reason I had to buy it is because the FIRST (Versa Special Edition) device's buttons stopped working. Hence my frustrations, that is two devices in one year that don't work properly.

[RoxMes]

I cannot seem to attach the pics here

[RoxMes]

1. There is no data for sleep,not even the category. I'm including a
picture if the settings, I only get 3 categories to choose from and sleep
is not one if them. By the way I also checked the "Today" app itself and it
was updated April 2020.

2. I have included a pic if the Fitbit Today screen in my cell.

3. The button in THIS new device (Versa 2) works fine, the reason I had to
buy it is because the FIRST (Versa Special Edition) device's buttons
stopped working. Hence my frustrations, that is two devices in one year
that don't work properly.
Roxanne :musical_note:🌴

[Paul65]

I've had the same problem no heart rate , green lights on back are out . No help from fit it and this has gone on for the last 3-4weeks. I'm going to buy a different smart watch Fit bit sucks

[RoxMes]

I'm frustrated too. I expect the device to last I've a year, this is strike
two and it hasn't even been a year yet.

Roxanne :musical_note:🌴

[Paul65]

I just called FITBIT support and because it has a 1 year warranty they'll replace it or I can get 50% off one of their other watches. Really would rather buy a Samsung smart watch at this point.