sleep tracking working for me but not for my friend

[aphello]

so my friend has a versa 2 that he bought one and a half weeks ago. he wore it every night for the sleep score and sleep stages but never got to see the results. he slept at 11 pm and woke up at 8 30 am but according to Fitbit he slept for 3 hours 12 to 2 am and 5 to 6 am. this info is also not in sleep stages but in some weird bar graphs and it says above it "see why you didn't get full sleep stages info". I made him wear the watch 2 to 3 fingers width above the wrist bone and also flipped(heartrate sensor facing the inner side of the hand) still it showed these kinds of data.

one day I tried his watch and in the morning it worked perfectly for me. whats going on?

[Marrrmaduke]

@aphello when you tried his watch on you, did you pair it with your phone? Does your friend have any sleep presets set up, like bed time etc? If yes, ask him to clear them. Also, please ask him to go to his Dashboard on fitbit.com (not fitbit mobile app), open settings for Versa 2 and make sure that under sleep tracking the sensitivity is set to normal:

[aphello]

no, I didn't pair it with my phone. his versa 2 is always connected to his phone and his account. the sleep sensitivity is set to normal. it's been 2 weeks since he bought it and the sleep stages never worked for him on any night. every day he wakes up to no sleep score(only a bar graph with a bit info) and the app says he slept for only 3 to 4 hrs but he sleeps for 8 hrs straight.

[Marrrmaduke]

@aphello so when you tested his Versa you recorded your sleep stats and synced to his phone? This is so weird. Does he have any sleep presets like bed times set up in the app? I am wondering if he's such a restless sleeper or if there's something else going on. Have you guys tried magic tricks, like uninstalling and reinstalling the fitbit app or performing a factory reset of Versa?

[Marrrmaduke]

@aphello Did you guys manage to make it work?