Versa not logging sleep stages

[hazell54]

My new versa isn’t detecting or saving my sleep information 

if someone could help would be grate 

thanks

Moderator edit: updated subject for clarity 

[AlvaroFitbit]

Hi everyone. Sorry to hear that you aren't seeing sleeps stages on your account. This has already been mentioned by my friend @HeydyF but since it has been some time after that post I want to reinforce this for any new member that has posted here. You may not get sleep stages if:

• 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.

Make sure your Versa is getting a proper heart rate reading by checking these instructions. Additionally as many members have commented you can try changing your clock face to one of the Fitbit ones as this has helped them. Also restart your Versa by doing the following:

1.- Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
2.- Let go of the buttons.
3.- If your Fitbit watch doesn't work normally, use the instructions in How do I turn off my Fitbit device? to turn your watch off and on again. 

Finally if you are one of the people that have had success after changing the clock face, would you mind letting me know which one you were using before? I do appreciate your help in this regard.

I'll be around!

[hoofbeats95]

I have had my Versa for 2 nights and just got basic sleep stats.  My HR graph is a complete and a chat agent confirmed that.  First night was stock face.  Second was not.  But I struggle to believe the face has anything to do with the data collected.  That would be a major bug imo.  They want me to factory reset the watch.  *eye roll*  When in doubt, factory reset.  So I will try that this evening.  I got mine at best buy so I have a 15 day return.  This sucker is going back this weekend if I can't resolve this.  And I'll be researching other brands.  I'm a looong time fitbit user.  But this is the most disappointing fitbit I've owned. 

[gcpierce]

---

@AlvaroFitbit wrote:

Hi everyone. Sorry to hear that you aren't seeing sleeps stages on your account. This has already been mentioned by my friend @HeydyF but since it has been some time after that post I want to reinforce this for any new member that has posted here. You may not get sleep stages if:

• 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.

Make sure your Versa is getting a proper heart rate reading by checking these instructions. Additionally as many members have commented you can try changing your clock face to one of the Fitbit ones as this has helped them. Also restart your Versa by doing the following:

1.- Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
2.- Let go of the buttons.
3.- If your Fitbit watch doesn't work normally, use the instructions in How do I turn off my Fitbit device? to turn your watch off and on again. 

Finally if you are one of the people that have had success after changing the clock face, would you mind letting me know which one you were using before? I do appreciate your help in this regard.

I'll be around!

---

I have searched all the digital clock faces that I may have used when the sleep log failed, but I can't tell which one I would have chosen. I'm sure it was not a fitbit face.  It would have been one that is not too busy and has steps and pulse on the face.  Hope that helps.  Anyway, now I am happily using one of the fitbit branded faces and it works just fine.  I'm using the digital face called "Simple" and I have changed colors a couple of times.  Works great.  Thank you!

[gcpierce]

---

@hoofbeats95 wrote:

I have had my Versa for 2 nights and just got basic sleep stats.  My HR graph is a complete and a chat agent confirmed that.  First night was stock face.  Second was not.  But I struggle to believe the face has anything to do with the data collected.  That would be a major bug imo.  They want me to factory reset the watch.  *eye roll*  When in doubt, factory reset.  So I will try that this evening.  I got mine at best buy so I have a 15 day return.  This sucker is going back this weekend if I can't resolve this.  And I'll be researching other brands.  I'm a looong time fitbit user.  But this is the most disappointing fitbit I've owned. 

---

In my case, I did a reset, then changed the clock face.  All is working well.  Good luck with yours.

[hoofbeats95]

@gcpierce are you using a fitbit face?  I'll be sad if those are the only ones I can use. 

[gcpierce]

---

@hoofbeats95 wrote:

@gcpierce are you using a fitbit face?  I'll be sad if those are the only ones I can use. 

---

Yes I am using the fitbit digital face called "Simple".  I don't know what face I used that failed, and there may be other non-fitbit authored faces that are fully functional.  I am satisfied with the one I'm using.  

[gcpierce]

This does not work. I restarted versa. I changed to Fitbit clockface. I got sleep stats for weeks.  Then they stopped for 3 nights. I changed to default Fitbit analog clock and restarted versa. I got sleep stats for 1 night. I changed back to Fitbit Simple digital clock and restarted versa. Did not get sleep stats. What are you doing to me? Do I have to change the clock every night to get sleep stats??

[Em62]

St
On the face of Versa slide to left until you see Settings.Tap Settings, slide up until you see Heart Rate and you will see On.Tap Heart Rate and you will see Off.
Press left side of Versa so you see the Settings again and go back to display of time.
Now you will reset your Versa (you will not loose anything). Hold the left side and the bottom right side at the same time,until you will see the Fitbit logo appear, then release.
The logo will disappear eventually, Versa will be blank, then time will appear.
Position 3 fingers above wrist bone for sleeping. The morning of the first night you may not see sleep stages (I did not) however the morning of the second night you should see sleep stages.
Customer Service had me do the above on June 19. On June 21 Sleep stages appeared in the morning and have ever since.
I will tell you when I received my Versa on April 27 it logged sleep stages that night and on June 13 no sleep stages until I didthe instructions I have typed above.
If it does not work for you call Fitbit Customer Service. They were wonderful to work with.

[mtemrich]

I quit clicking ‘Begin Sleep Now’ and just go to bed. I have been doing
this over a month and my sleep stages show up for every single night. I
hope this helps.

[gcpierce]

---

@Em62 wrote:
St
On the face of Versa slide to left until you see Settings.Tap Settings, slide up until you see Heart Rate and you will see On.Tap Heart Rate and you will see Off.
Press left side of Versa so you see the Settings again and go back to display of time.
Now you will reset your Versa (you will not loose anything). Hold the left side and the bottom right side at the same time,until you will see the Fitbit logo appear, then release.
The logo will disappear eventually, Versa will be blank, then time will appear.
Position 3 fingers above wrist bone for sleeping. The morning of the first night you may not see sleep stages (I did not) however the morning of the second night you should see sleep stages.
Customer Service had me do the above on June 19. On June 21 Sleep stages appeared in the morning and have ever since.
I will tell you when I received my Versa on April 27 it logged sleep stages that night and on June 13 no sleep stages until I didthe instructions I have typed above.
If it does not work for you call Fitbit Customer Service. They were wonderful to work with.

---

I have done all this.  My heart rate is on.  I do not know how to tell it to begin sleep, so I do not do that.  I got sleep stats last night, but only for part of the night.  When I edited the sleep log to complete the night manually, it switched back to sleep log, no stats.  This is very frustrating.  I am wearing the fitbit high on the wrist, and I have restarted it numerous times.

[gcpierce]

---

@mtemrich wrote:
I quit clicking ‘Begin Sleep Now’ and just go to bed. I have been doing
this over a month and my sleep stages show up for every single night. I
hope this helps.

---

I don't know how to click "begin sleep now", so that is not my problem.  I'm super frustrated.  But thanks for the tip.

[Bliss_Sailor]

I too am having this problem. My old charge two Fitbit worked perfectly. I would not have upgraded if the left button switch hadn’t fallen off after about two years of good use. VERY disappointed and I think I’ll be returning this. My husband’s Garmin watch works great! i didn’t want to spend the extra $80 and I knew friends with FITBITs. But they, too, have a big community you can join. I will try a few things first but this IS a sad day. I really saved my $$$ for this and it is NO upgrade.

[Bliss_Sailor]

I , too, am having this problem. My old charge two Fitbit worked perfectly. I would not have upgraded if the left button switch hadn’t fallen off after about two years of good use. VERY disappointed and I think I’ll be returning this. My husband’s Garmin watch works great! i didn’t want to spend the extra $80 and I knew friends with FITBITs. But they, too, have a big community you can join. I will try a few things first but this IS a sad day. I really saved my $$$ for this and it is NO upgrade. I really want and need the sleep function.

[Em62]

If it does not work for you call Fitbit Customer Service. They were wonderful to work with.

[gcpierce]

---

@Em62 wrote:
If it does not work for you call Fitbit Customer Service. They were wonderful to work with.

---

I'm afraid my Versa is going to have to go back.  Between this and the fact that the heartbeat sensor has burned the skin on my arm in 3 different placements, I just don't think it's meant to be for me.

[Bliss_Sailor]

I changed the clock face and the sleep function has been working! Yeah!

[annschmech]

I have had the same issue, sleep stages stopped logging-completely.  I started with all of the tips and tricks, then uninstalled and reinstalled the software, updated the software, checked that HR is ON, no auto even shows as an option, turned the unit of then on, reset the unit, and finally completely deleted Versa and set it up again.

I have had a similar experience with the customer support.  They keep repeating the same thing: Sleep stages need a constant HR.  Oh yea, we are here to help.  

Not so much.

I am disappointed because in the past when I contacted Fitbit support I received amazing customer support, this experience has been very, very inadequate.

There's too much competition and the only glue holding your customers is good customer support.  

You are coming unglued.

[SS9]

I just changed the clock face back. Im hoping to see improvement - after 5 nights of use the sleep tracker is a joke. 

[FlashyGopher]

Mine worked until the middle of the night first night. This tells me it has nothing to do with clockface. I didn’t get up in the middle of the night and change the clockface.

[Jjoyce]

I have found three things

1. Vera’s is a $200 piece of garbage

2. Fit bits solution is to reset/factory reset your versa everyday

3. Nothing works because Versa is a piece of garbage