Versa 2 won't track my sleep data accurately

[justjanice81]

Stops tracking while I’m sleeping and then starts again several hours later. Any fixes available?


Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @justjanice81. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Versa 2 before reaching out.

I recommend considering the following in order to get 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 with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

For more information, see What should I know about Fitbit sleep stages?

[justjanice81]

I’ve done all of those repeatedly. Thank you though

[MarreFitbit]

@justjanice81 Thanks for getting back and confirming that you've tried those steps already. 

In addition to the steps you've done, please try the following:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, 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 Versa 2. 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 watch once again. 
• Once it's done, restart your watch once again. 
• 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.

Bear in mind that if your heart rate is not working, your sleep stages won't too as this data is calculated by your heart rate readings. 

[justjanice81]

I have turned on and off. Should I do it every night?

[MarreFitbit]

@justjanice81 Did you do it after my last post or have you done this before?

[justjanice81]

I did it faithfully every night with my last versa 2, eventually I had to
give up.

[Goldfishbowl]

I am in a very similar situation. My heart rate and sleep no longer track. I have tried most things myself but FitbitSupport also insist I try 'once again' but always to no avail. The online chat have been quite frankly as much use as a chocolate fireguard and I will be giving up if I dont hear from them in the next 24/48 hours.

I am sure its still in warranty but going round and round in circles.

Really thinking about ditching Fitbit for an apple / samsung smart watch.

[justjanice81]

Thanks. Mine is a replacement for my former versa 2 which had the same
issue. Within a short time the replacement is doing the same thing. This
time they gave me a “code” for a % off. I ordered a versa 4 with the
discount. $140 shipped. I ordered through PayPal so I have some recourse.
All I want from it is sleep and basic exercise tracking. Fitbit has
certainly not stood the test of time.
Apple is expensive and more complicated and that’s what i probably should
have done. They have excellent customer service.

[Goldfishbowl]

That's the same as me. My current versa 2 is a replacement for a previous fitbit model. Bought with a 50% code. They just dont seem to last very long...perhaps18 months before trouble starts and with a 50% dangled in front of you, it seems a good offer. Maybe they are only made to last a certain time before you are encouraged to trade it in.

And yes, just want to track my sleep. I didnt realise my heart rate hadnt been recording until I found your post a couple of hours ago. Ive tried everything someone had suggested but still nothing.  I am wondering why this hasnt been picked up by FitBit support though? Another example of bad customer support if you ask me.

Yes, apple are more expensive but I want a watch that will do what it says it'll do and last!

Good luck in your quest to resolve your issues. 

[justjanice81]

They offered you 50%! They only offered me 35%