Sense stopped tracking my heart rate and sleep data

[AniaBK]

Hi, my Fitbit - Sense stopped to track sleep and heart bit. It’s only tracking number of steps. Can you help? Thanks! Ania

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @AniaBK. Welcome to the Fitbit Community. I'm sorry to hear that your Sense has stopped tracking your heart rate and sleep data. I will do my best to help you with this. 

I would recommend you to check this article to know what factors can affect heart rate and also some tips to fix your heart rate reading, also, double check how you wear your Sense.

Keep in mind that heart rate readings are key to receive your sleep stages data. For more information, see Why don't I see sleep stages today? 

[AniaBK]

Hi, unfortunately seems that the proposals didn’t help. I have my watch already several years so for sure I wear it properly. Can I ask the address to the support. I cannot find it.. Thank you in advance, Ania 

[Guy_]

Hi @AniaBK - if the watch is damaged it may not show heart rate and as a result sleep.

But try restarting it first, or switching to another clock face.

Be sure to check the on watch Today app for heart rate, if it's not appearing there after a watch restart it is definitely a problem.

In which case it may be necessary to factory reset it and set it up again to confirm (most likely) if it's a watch fault.

However depending on what you see in the Fitbit app also first check the following just in case there is an issue, in the Fitbit App, device page (Connected to) check your watch is connected to your account and your phone isn't, and if it is remove it.

Also fully sync the watch Why won't my Fitbit device sync?