Sense won't track sleep stages and scores

[SunsetRunner]

From reading a few other posts it seems this is a COMMON issue! I've only owned my Sense for 3 nights - the first night worked perfectly, then nights 2 & 3 - nothing!

I have done all the things a moderator has suggested in another post - still nothing.

Has anyone resolved this correctly - I'm having MAJOR buyer's remorse. I purchased this item specifically for its sleep analysis and it can't even do that!

Any suggestions, please. Thanks in advance.

Moderator Advice:
"Thanks for sharing that your Sense isn't tracking your sleep details correctly, and for every step tried prior to posting. As you may know, your watch will provide you with sleep stages and sleep scores based on the heart rate data recorded when sleeping. However, there are a few factors that may prevent you from receiving this data:

• If you slept in a position that prevented your watch from getting a consistent heart-rate reading or wore it too loosely.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed).
• If you slept for less than 3 hours.
• If your watch's battery is critically low.

If the issue persists even after making sure of those conditions, please try performing a restart, wear your watch higher on your other wrist (about 2-3 finger widths above your wrist bone) to sleep and sync it once you're awake to check your details."

I might also add in the very first night that it worked, I didn't get a sleep score either.

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @SunsetRunner. Welcome to the Community.

Thanks for the detailed information, and for letting me know what steps you've tried prior to posting. I understand how you're feeling about your Sense not tracking this data correctly, and I'm sorry for this inconvenience. Because the possible troubleshooting was exhausted, I'd recommend getting in touch with our Support team so they investigate what may be occurring and provide you with further assistance. Please click here to get connected with them with chat or phone, and don't forget to share the steps you've tried with them.

See you around.

[SunsetRunner]

Thank you for your response. I've decided to return my FitBit Sense to the store and therefore in the process of deleting my FitBit account.

[MrsHughes]

I feel your pain!!!!

[Rich_Laue]

The first place I would look is at the note found under the Simple Sleep Graph. 

This note usually starts with "Why did I get Simple Sleep Details?". 

[LizzyFitbit]

Hi @SunsetRunner and @MrsHughes. It's good to see you again. @Rich_Laue Thanks for stopping by to share your help.

@SunsetRunner I'm sorry the Sense didn't work for you, and thanks for sharing this update with me. Our team constantly works on our products to improve the experience with them and your input is a big part of the process, so rest assured your feedback won't go unnoticed.

@MrsHughes Thanks for letting me know that your Sense is also not tracking your sleep details correctly. I understand how you're feeling about this situation and while checking your details I noticed that you already have a case created with our Support team. Please keep the communication with them and follow up with your email case should you have any further questions.

[LeVuong]

Fitbits are a great option if you want an insight into your sleep habits.

All Fitbit trackers except the Fitbit Zip monitor your sleep patterns, detecting how much time you spend awake, restless, and asleep.

If you own a newer version of Fitbit with a heart rate sensor, you get an even more detailed sleep report, showing light, deep, and REM sleep time.

These Fitbits use your movement and heart rate information to estimate how long you spend in light, deep, and Rapid Eye Movement (REM) sleep each night.

But what if the device on your wrist is not tracking sleep properly? Or it’s inconsistent or even inaccurate?

Does your Fitbit say you’ve only had 2 hours of sleep when in reality,

you’ve know you’ve had 8? Or perhaps your sleep stages or sleep score are not showing?

If that sounds like your Fitbit and the Fitbit app, we’ve got some great troubleshooting tips that should get your Fitbit tracking your sleep accurately AND consistently!

Try these tips when your Fitbit isn’t tracking sleep

• Sync your Fitbit to the app.
• Clean your Fitbits sensors.
• Try wearing your Fitbit in a different position.
• Check your Fitbit battery level.
• Change sleep sensitivity settings.
• Don’t select “going to bed.”
• Check heart rate settings, especially if you don’t see your sleep stages.
• Remove and re-add Fitbit.
• Restart Fitbit.
• Factory reset.
• Understanding how Fitbit detects your sleep

  Fitbit recognizes that you are sleeping only when your body is at rest without any significant movements for an hour.

  Once your body passes that hour, your Fitbit begins gathering data about the quality of your sleep.

  For the first few hours (less than 3), your Fitbit categorizes your sleep into three categories: restless, awake, or asleep.

  Once you pass the 3-hour threshold, it starts recording different types of sleep–called your sleep stages. These stages include light, deep, and REM (rapid-eye movement.) 

  Your Fitbit app then uses those sleep stages to calculate a sleep score.

  Not all Fitbits support sleep staging

  Only Fitbits with heart-rate sensors can record your sleep stages.

  Additionally, you must wear these Fitbits on your wrist/arm and set them to wrist mode to collect your sleep stage information.

  However, both the Fitbit Charge HR or Fitbit Surge are exceptions and can’t record sleep stages, even though they both include heart rate sensors.

  If your Fitbit does not have a heart rate sensor or is the Charge HR and Surge, it can only record when you are asleep, restless, or awake.

  Sync your Fitbit with the app

  It’s important to sync your Fitbit after waking up to see your sleep statistics in the Fitbit app.

  So if you’re missing your previous night’s sleep information (or even a couple of night’s data), make sure you sync before thinking something is wrong. It may not be!

  You can manually sync your Fitbit by tapping the Sync Now button in the Fitbit app’s device menu.

  Clean Fitbit sensors

  Cleaning your Fitbit often solves the problem since it removes any oil, dirt, or other grime that may impede your Fitbit sensors from gathering data.

  Only use fresh water and a soap-free cleanser (like Cetaphil) to clean your Fitbit. Soap often leaves a residue that often results in worse performance!

  Additionally, to minimize the potential for damage to your Fitbit, avoid any direct contact with any lotion, including sunscreen or insect repellent sprays.

  Skin lotions are also thought to reduce the effectiveness of the sensors. The same holds for tattoos.

  So don’t place the sensors in your wrist or arm areas with tattooed skin or in areas where you recently applied lotion.

  And always wipe (or wipe and clean) your Fitbit, both back and front, after a sweaty workout since sweat also leaves salts and oils that may prevent your sensors from accurately recording data.

  Try wearing your Fitbit in a different position

  Try wearing your Fitbit on your non-dominant hand and the inside of your wrist rather than the outside.

  If you’re not getting good readings from your Fitbit, try placing it on the inside of your wrist and arm!

  Some people report that wearing their Fitbit above the wrist (at least an inch above the wrist bone–that’s about 2 fingers above the wristbone) solved their sleep tracking problem.

  Regardless of your Fitbit position, always wear it in a snug (but not tight!) position while sleeping.

  Wear your Fitbit on your wrist

  Some Fitbit models, like the Inspire 2 and the original Inspire, allow you to wear your Fitbit in a clip.

  Unfortunately, when you wear your Fitbit in a clip and set your Inspire to on-clip mode, the heart rate sensors automatically turn off.

  That means that your Fitbit in the clip-position can only record sleep in the three general categories of awake, restless, and asleep since it doesn’t record any heart rate data.

  So for folks who wear their Fitbits in a clip or pendant when sleeping, try wearing it on your wrist and see if that makes a difference.

  When you wear your Fitbit on your wrist and set it to wrist mode, it automatically detects when you are sleeping and records your sleep stages using your heart rate information.

  Check your Fitbit’s quick settings to verify if it’s set to on wrist or clip.

  That’s why you must check that your Fitbit is set to on-wrist and not on-clip mode in the Fitbit Settings app.

[Rich_Laue]

@LeVuong the Sense, the subject of this board, does not have a clip option. 

The Sense can also record SpO2 and HRV. 

@SunsetRunner 3 hours of sleep and a consistent heart rate detection is needed for stages. 

Do not use the manual start/stop sleep option. 

[SunsetRunner]

Yes, correct! And it was indeed a lot longer than 3 hours.

[Momma-03]

I have been in communication with someone THREE different times over this. I tried SO many things they suggested, NONE of them worked. Eventually they said they’d send me a replacement.  Here’s to hoping it works or I’ll be switching to Apple Watch. Their customer service seems better anyways.

[SunsetRunner]

I felt like I had tried everything and at only 3 days old to be having that much trouble [to read it's a known fault from other people's experience], I took it back and exchanged it for an apple watch.

[Rich_Laue]

If you are seeing simple sleep, the may already give you the reason. 

I find if the heart rate is turned off, the app says that they do not know why you are seeing simple sleep. 

[SunsetRunner]

Heart rate was tracking correctly.

[Rich_Laue]

So what excuse does the fitbit app give you @SunsetRunner 

[Ahoojas]

Thank you for your detailed response. . I have done everything you suggested. I use to get this issue intermittently and could never trust the sleep log. Now after the latest Firmware update the Sense 2 has stopped recording sleep all together. I have been a Fitbit users since your first device but now when I bought your highest end device it's been giving me trouble.