Versa "Smart Wake Alarm" is not working

[ZoeZoeBee]

I have had my Fitbit Versa for one week. I bought it to use the Smart Wake Alarm feature, because based on my research the Versa has it. I have firmware 32.33.1.30, and am syncing with an Android Galaxy. 

In the watch alarm app, I can set alarms and they work, but I do not have an option for Smart Wake as the instructions describe or as I have seen in videos online. When setting an alarm, from top to bottom, the options are: time, off/on, every day, Sundays, Mondays, Tuesdays, Wednesdays, Thursdays, Fridays, Saturdays, Sundays, and remove. 

Fitbit support told me on day one that I needed to sleep in the watch for a few days for the Smart Wake feature to be available. I have slept in it seven nights now, and there is still no option. I have synced and restarted the watch.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @ZoeZoeBee, due to the recent events, I apologize for the delayed response. However, let me welcome you to our Fitbit Community.

Regarding the "Smart Wake" feature, I was able to get in touch with our Support team and was told that they assisted you via email. We appreciate your patience and time with this.

Don't hesitate to get back if more assistance is needed.

[Chloesmith010]

Hi,

I'm also having the same problems.

Thanks

[ZoeZoeBee]

Hi, they responded to me via email, so I'll paste it for you:

"Upon checking your device in our system, your phone and its current operating system version is not fully compatible with our app and devices. Click here to open the device list and compatible operating systems. Note your device is running Android 6.0.1 so our app requires Android OS 7.0 and higher. So in this case, please try in a different device that use android 7.0 or higher so you will be able to install the new updates for the Fitbit app. The current version of this app is the 3.17. Please note our terms of sale explain that compatibility is very important to enjoy all the features: "You are solely responsible for determining the compatibility of the products and services with any required equipment (e.g., ensuring that you are using a compatible mobile device). You agree that lack of compatibility does not constitute a defect giving rise to a claim under our Limited Product Warranty." We do appreciate your time and efforts troubleshooting this issue with us. But as your device is not currently fully compatible this issue needs to be checked with a different compatible phone. So you can obtain the best resolution."

[MarreFitbit]

Hello there @Chloesmith010, welcome to the Community Forums. 

As a first approach, I'd recommend restarting your Versa 2 as follows: How do I restart my Fitbit device?

When you set an alarm on your Fitbit Versa 2, smart Wake attempts to find the best time to wake you starting 30 minutes before the alarm time you set. If Smart Wake can’t find the best time to wake you, your alarm alerts you at the set time. For more information on how to set an alarm with Smart Wake, see How do I manage alarms on my Fitbit device?

If the Smart Wake features keeps not working, please remove your alarms and set them again and the check if they work as expected.

Hi there @ZoeZoeBee, thanks for getting back. I'm sorry to hear that Smart Wake feature failed to work.

Fitbit products are compatible with most devices that have the following operating systems: Apple iOS 12.2 and higher, Android OS 7.0 and higher, or Windows 10 v1607 or higher. You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported and does not meet the require OS we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

[Chloesmith010]

I've tried that and no luck!

It's not that the function isn't working - it simply doesn't give me the option to turn it on. When I set an alarm I can set time of it, turn it on/off or change the days it repeats on but I have no smart alarm option.

[MarreFitbit]

Hello @Chloesmith010, thanks for getting back. In the link I provided you, there are the steps on how you can choose whether to turn on Smart Wake. Alarms that use the Smart Wake setting have a different icon than the other alarms on your device. Click here to check the article. 

Hope that helps, let me know if you need further assistance.

[Chloesmith010]

Hi,

Thanks for your response. I have read the article and I can't see anything about for when the smart wake option simply isn't there. 

I understand how I *should* be able to turn it on/off, but the smart wake check box isn't appearing on my watch.

Thanks

[SubZero98]

Hi, I'm having the same problem. 

I know how to set the alarms but there is simply no option to activate the "Smart Wake" function, when setting a new alarm. I use the FitBit App with my Samsung Galaxy S10. Is there anything I can do to get this function? I bought the Versa 2 mainly because of this feature and I would be really glad to get some help from the community. 

Kind Regards