versa 2 sleep tracking .. only time, no detail

[LadyBonita]

I do not sleep well so the sleep tracking is important.  Last night I slept over 8 hours ( previous was less that 5 total) but it only tells me total time and number times restless.  It is totally charges, and right on arm just under wrist joint.  Why is it not tracking sleep detail? 

I have screen print of what it is reporting but no way to add.

[Marrrmaduke]

@LadyBonita Was heart rate tracked properly? Do you have any sleep presets set up in the fitbit mobile app, e.g. bed times? If yes, please remove them, reboot your tracker and sync.

[LadyBonita]

It was working fine until a few days ago.  I did have some short sleep days and I know it does not analyze for less than 2 hours .. but they were all over 2 hrs.  Last night was 8 1/2 hours and still nothing.  It is fully charged. (See attached)Looks like heart rate is fine except middle of day for one day (see attached)I cleaned the back with cloth as I have oily skin.Hopefully tonight will be better ... I loosened strap one notch.I used the charger accessory.  Do I reset while in charge?  I had a Charge 3 and it died at 14 months.Bonita Hillmer

[Marrrmaduke]

@LadyBonita You can reboot by pressing and holding the back button until the screen turns off and fitbit logo appears. I would do it several times. You have already done many of the usually recommended steps. If you do not have any sleep presets, and the regular reboot does not help, we can try factory reset (restoring the tracker to factory defaults). Let me know if the reboot helped.

[Patb5]

time is 2 hours behind...how do I change time?

[LadyBonita]

I rebooted twice yesterday.  I slept over 8 hours last night and only time and number restless.Bonita Hillmer

[LadyBonita]

You can change time zone on appBonita Hillmer

[Marrrmaduke · Accepted solution]

@Patb5 Is your tracker syncing properly? If the time is behind that would suggest it hasn't synced for a while. The tracker needs to sync regularly to keep the time. Please open Fitbit app, tap on your profile picture to open Account Settings, scroll down to Versa and check the sync time stamp. 

[Patb5]

Its 2 hours and 14 minutes off, so its not the time zone, but thanks...

[LadyBonita]

I did a factory reset yesterday .. no change I. Sleep data.  I called support but he was useless (did not appear to have anyknowledge) in the middle of restart, suddenly he was gone.  Per notices, I thought he would call back but never did.  Tried to email message but appears Twitter is only way.  I tried creating account and immediately "locked" ... this drives me I cant get good support.  My versa 2 must be defective and I cant get knowledgeable support.

[Patb5]

Thanks, Marmy: you are correct, they are not syncing...can't figure how to fix this...I won't say I've tried everything, because if I had truly tried "everything", I would have fixed it...my husband says its defective, but everything was fine until about a week ago...hope it doen't have the you-know-what...

[Patb5]

Fixed it!!! Wasn't syncing...

[LadyBonita]

I called support number again.  After putting me on hold, I was told that FitBit app was a ot tested for my phone, Galaxy A50 and programmers were working on fix.

Does not really make sense as it has worked fine for 3 months ... unless they downloaded a new version to my Versa 2 .. I attempted to download a new version of android app but says already installed.  I dont want to delete app and download new as I dont want to lose past data.  I assume that past results are not retained on Versa 2 unit.

I was disappointed that the only way I could email support was through Twitter account.  I did not want Twitter acct but opened one and they immediately "locked" it.

[Marrrmaduke]

@Patb5 Glad to hear that!

@LadyBonita If you have Versa 2 and it's not operating properly (which it isnt), please reach out to Customer Support as you may need a replacement. I know that you tried having conversation with them on the phone, but perhaps you could online chat? Here's the link to Customer Support contact options. I will also flag your post for Customer Support. Hopefully we can get this resolved! 🙂 

[JuanJoFitbit]

Hi @LadyBonita, due to the recent events, I apologize for the delayed response. I totally understand how you feel since your Versa 2 is not syncing with your Samsung A50. Since this model is not added in the Supported devices list, this may be the reason why is not working properly with your Fitbit device.

There are phones that work with Fitbit devices, even though they're not on the list. However, we don't guarantee that all the features will work properly or might stop working.

Therefore, I'd like you to give your vote to this Feature Suggestion, which requests compatibility of several phones, including the Samsung A50. The more votes this request gets, the more chances it will have to be reviewed by our engineering team.

We really appreciate your patience with this and feedback since this helps us to keep improving.

Thank you for your help @Marrrmaduke.

I'll be around if any question arises.

[LadyBonita]

It does not make sense because Versa 2 worked with my Galaxy A50 for 3 months .. then suddenly stopped.Both items were new in January.  It would be less expensive to buy a different fitness tracker than to buy a new phone.Bonita Hillmer

[Marrrmaduke]

@LadyBonita I think the first step, would be to restore syncing as it used to sync as you pointed yourself. I am not sure about other features that may be dependent indeed on the type of phone used as @JuanJoFitbit has already pointed out. I know that you tried factory reset, but have you tried re-installing fitbit mobile app or going one step further - downgrading to the previous version of the app.

[LadyBonita]

Yes, I did a factory reset and attempted to download new app.  It would not as already installed.  I did not want to uninstall as I was afraid I would lose all my data.For some reason it started working again.  So will ride it out.Bonita Hillmer