Sense won't track seep score

[Charlene55]

I just received a reply regarding not receiving my sleep score and on going absent info on restoration graph. Tech support suggested I do a factory reset on my sense watch which would erase all my prior information and require me to reinstall all my apps etc!!!!??? This is nonsense because it’s an issue on their part obviously!!! I have this sense for medical reasons to assist my doctor with heart issues!!! My sense is only three months old!!! I’m beginning to have buyers remorse 

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @Charlene55 welcome, It's a pity you are having a problem with your sleep score & restoration data. May I draw your attention to How do I track my sleep with my Fitbit device? which provides information and advice on the subject, I apologise if you have already seen this. In my experience, there is always a delay between your first "Sync" of the day and the population of the various graphs in the Fitbit app on your phone. I do not know the technical background but suspect our raw data is processed at the Fitbit server then returned to you on your second or subsequent "Sync", as they say, "patience is a virtue". Some data such as SpO2 can take up to 2 hours to get back to us. 

If you use the search bar at the top of the page I'm sure you will find a number of posts on this question (and answers). I hope this helps.

Cheers

[LizzyFitbit]

Hi @Charlene55. Welcome to the Community Forums. @Gr4ndp4 It's nice to see around and thanks for your help.

@Charlene55 Thanks for sharing your interaction with our team, as well for every step tried prior to posting. I understand how important this data is for you and I'm sorry for this inconvenience. Before anything else, let me clarify that while the factory reset will delete the apps and clock faces on your Sense, the data that has already synced won't be deleted and will remain in your Fitbit account. That being said, because you already have a case created, I'd recommend to keep an open communication with our Support team so they can continue working on this situation and provide you with further assistance.

In regards to the Sleep Restoration Heart Rate graph not showing your data, our team is aware of this issue and they're working hard to bring a solution a fix soon. Be sure to keep the Fitbit app up-to-date to ensure you receive the quickest resolution.

[Charlene55]

thank you for your help and suggestions.

Moderator Edit: Personal info removed

[LizzyFitbit]

Hi @Charlene55. I hope you're doing well.

You're welcome. Thanks to you for taking the time to review the suggestions shared above. I'm sure your case is on good hands and our team will continue helping you with this, so please follow up with your email case should you have any further questions.