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Heart rate and sleep stages data not appearing

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‎12-11-2019 09:03 - last edited on ‎12-12-2019 15:47 by Fitbit Moderator

‎12-11-2019 09:03 - last edited on ‎12-12-2019 15:47 by Fitbit Moderator

Since Saturday my app gives me the basic sleep info (length of time sleeping, etc.) but not the details. For the same period, I am not getting heart rate info.

 

I'm not doing anything different--any ideas?

 

Moderator edit: updated subject for clarity

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‎12-12-2019 15:56 - last edited on ‎05-23-2024 05:42 by Fitbit Moderator

‎12-12-2019 15:56 - last edited on ‎05-23-2024 05:42 by Fitbit Moderator

Hi @djnva. Welcome to the Forums.

Thanks for letting me know that you've not received sleep stages lately, and let me help you with this. As you may know there are some conditions that need to be met to receive sleep stages. Heart rate data is one of them and since you've not received that data, that seems to be the reason of this situation. That said, may I know if you're able to see a green light on the back? Also, what's the model of your Fitbit device?

In the meantime, I'd recommend trying the steps described in this help article. Then wear your Fitbit on your non-dominant hand for one night and monitor its behavior.

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‎12-13-2019 15:50

In response to LizzyFitbit

‎12-13-2019 15:50

Hi Lizzy,

I have a new Charge 3. My main reason for upgrading from my Alta is to get more detailed sleep tracking. Unfortunately the Charge 3 doesn't track my sleep half the time; missed 3 nights out of 7. My faithful old Alta never missed a night in 5 years. Everything else works and I've been wearing it nice and snug. It's tracking my heart rate. What can I do? I want to return it if it's not going to be reliable.

Thank you,

Virginia

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‎12-16-2019 13:32 - last edited on ‎05-23-2024 05:42 by Fitbit Moderator

In response to Virginia_L

‎12-16-2019 13:32 - last edited on ‎05-23-2024 05:42 by Fitbit Moderator

Hi @Virginia_L. Welcome to the Forums. I'm sorry for the delay.

Thanks for explaining why you've chosen the Charge 3 and its current behavior. I understand how important is to have a reliable device and let me help you with this. Even though your heart rate is being tracked, could you please try turning off and on the heart rate settings? You'll need to swipe to the left, tap on Settings > Heart Rate. Once that is done, verify if the Fitbit app is updated to the latest version, restart your tracker and try wearing it on your other wrist for one night to monitor it's behavior.

I'll be around, keep me posted.

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