Sense won't track sleep and exercise correctly

[BradZilla1]

I’m so,so disappointed.

Does not track anything properly

sleep

exercise

does not add boxing to recent or favourites 

used on iPhone X, upgraded to IPhone 12 max pro and was optimistic that the watch would ensure the product work as designed and intended to.

Im happy to answer questions over phone to if that would help. I simply can’t keep writing emails back and forth it will just exacerbate the sheer disappointment and breach of trust I had I developed with all the previous Fitbit watches.

I can appreciate Fitbit team may have been under extreme pressure this year with deadlines and shareholder obligations. 

I hope I can get some fair treatment in solving this issue. 

Faithfully, 

Mr Brad Zilla 

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @BradZilla1. Welcome to the Community Forums.

Thanks for letting me know about your Sense and for the time taken while troubleshooting it prior to posting. I'm sorry that you're going through this experience and I'll help you with each of your questions. About the sleep, could you please provide me with more details about the issues? Is your data not being tracked accurately? Or is your watch not tracking your sleep at all? I'd recommend to check more about how the sleep stages and sleep scores are tracked. Note that your watch needs to sync in order for your details to be updated in the Fitbit app.

In regards to the exercise, is the issue with the boxing not being logged? Let me explain that currently there isn't a boxing option in the Exercise app and that's why you're not seeing it under the Recent exercises section of the watch. While you can rename your exercise on the Fitbit app on iOS devices, this won't change the options available on the Exercise app. You can find a list of the exercises that you can track with the Exercise app here, and with the SmartTrack function here.

[BradZilla1]

Hi Lizzy,

Thank you for the quality of your written response. I am very familiar with the Fitbit watches admittedly perhaps not quite as much as you. I have been a tremendous fan of the products from 2016 but now with this device which has likely been released unrefined and ultimately an unfinished product.

The pandemic changed everything including the ability to get the Sense up to standard, I understand.

What destroys me the most is that I need a device that would work as good as my Blaze did as an absolute bare minimum. I even upgraded to newest iPhone to ensure no stone was left unturned in troubleshooting this issue. I do not rely on it as a medical device but the data ‘estimates’ are extremely important in my current situation. 

I will probably be going back to the Blaze.

contact me via email for detailed info on all these glitches and I am willing to talk via zoom etc to facilitate the company getting every detail they may need to fix this.

I can not keep writing back and forth here, it is eating away at me even more.

[Landy04]

when it comes to the Fitbit sense and tracking sleep, It happens most morning for me where I don't get the sleep cycles. I set the Fitbit phone app(android) and tell it I'm going to sleep, and when I wake in the morning, I tell the phone app I'm awake. sync my Fitbit, and it doesn't record the cycles. So I take note of the time I went to bed and woke up, I then delete the sleep log, and enter it manually. most mornings it then loads the sleep cycles and O2 rate. But this morning after 3 attempts of it not working I gave up... After I got to work I thought id give it a try, and then it worked...

[LizzyFitbit]

Hi @BradZilla1 and @Landy04. It's good to see you here in the forums.

@BradZilla1, thanks for your thorough feedback and for reviewing the information from my post. I'm sorry for the inconvenience that you're experiencing with your Sense. While we're always eager to help, I'd recommend to get in touch with our Support team directly so they can investigate your Sense behavior and help you via email or phone call. You can always reply back to this post with the requested information to receive help from the Community.

@Landy04, thanks for the information provided. Let me explain that your Sense is able to automatically detect your sleep when your body is completely at rest and you haven’t moved for about an hour. Based on that information and your heart rate readings it'll generate your sleep stages and scores. On the other hand, the Begin Sleep Now option is to manually track your sleep in case you don't have a Fitbit device available and won't provide you with detailed information since it's not taking your watch readings into consideration. That being said, please wear your Sense to bed without doing anything on the Fitbit app, and sync once you're awake to check your details.

Keep me posted.

[Landy04]

Ok, thank you, I'll try that tonight., Appreciate the advice.🙏🏻

[Landy04]

Thanks for the advice. It works a treat. its recorded the sleep stages each night. my wife on the other hand, is having intermittent results.. 

[LizzyFitbit]

Hi @Landy04. I hope you're doing well.

You're welcome and I'm glad your Sense is tracking your data correctly. About your wife's Sense, please note that there are a few factors that affect her sleep records, such as sleeping less than 1 hour to receive sleep patterns, or less than 3 hours for sleep stages. Also, if her watch didn't have enough charge or she was sleeping in a position that prevented her watch from getting a consistent heart-rate reading. Please ask her to restart her watch to refresh its performance and wear her watch about 2-3 finger widths above your wrist bone to bed. Once she's awake, ask her to sync her watch so the details can be updated in the Fitbit app.

Keep me posted.