Sense won't record sleep scores

[Dash50]

My fitbit sense fails to record sleep. I have tried rebooting both my phone and my watch. sometimes after a reboot it catches up and syncs my sleep score however the problem seems to be getting worse. Currently I am three days behind. I don't want to have to reboot my watch every week to get my sleep score. I have read the community posts about this and they all seem to say rebooting my watch will fix the problem. Right now that is not working for me.

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @Dash50. Welcome to the Community Forums.

Thanks for taking the time to troubleshoot your watch prior to posting. Because the issue seems to be with the sleep scores, may I know if you received sleep stages? Let me share that sleeping in a position that prevented your Sense from getting a consistent heart-rate reading or wore it too loosely, might interrupt the sleep stages tracking which will also prevent you from getting sleep scores. If by any chance didn't receive sleep stages during those days, tap on the sleep tile > your sleep log, take a screenshot of the message displayed below the graph and attach it to your reply.

Even though you've tried some steps, I'd recommend the following:

1. Check if the Fitbit app is updated.

2. Wear your watch higher on your wrist (about 2-3 finger widths above your wrist bone) to sleep.
3. Once you're awake, sync with the Fitbit app to check your data.
4. Make sure to not use the Begin Sleep Now option on the Fitbit app.

[Kay645]

I have tried all this and worked for 1 day then stopped again, what next? I am so disappointed with this watch and wish I had read more reviews before upgrading. Should have stuck with my Inspire2 which I never had a problem with.

[LizzyFitbit]

Hi there, @Kay645.

Thanks for the details provided, as well as your efforts in trying the steps suggested in my previous post. I'm sorry this issue persists and because the possible troubleshooting has been tried, I'd recommend contacting our Support team so they can evaluate your options. They're available via chat and phone, just click here to get connected with them.

[Kay645]

Hi @LizzyFitbit 

I had contacted support twice, first time the only suggestion was to clean the back (this conversation took about 15 minutes and I had already done that) and wait 3 days? The second chat was better and suggested a factory reset which I did, worked the next day then stopped again for 3 days. Then restarted again and has worked for 3 days so far. Hopefully it may be more consistent now but I do not have much confidence. Thanks.

[LizzyFitbit]

Hi there, @Kay645.

Thanks for keeping me posted and sharing the steps that you've tried so far. While I'm glad your Sense is generating your sleep scores, I understand where you're coming from and I'm sorry for this experience. If by any chance this happens again, please get in touch with our Support team one more time so they can investigate and evaluate your options. Click here to start a new interaction with them via chat or phone.