Sleep stages not showing up in app (Charge 3)

[Kevin97]

I use my charge 3 to track my sleep at night, only it’s not showing any sleep stages in the Fitbit app (REM, light, deep). I am currently using  an iPhone 6.

Does anybody know whats the cause and how to fix it? Thanks!

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @SunsetRunner, thanks for joining the Fitbit Community, it's great to have you on board. 

I appreciate you have already tried the troubleshooting steps described on this thread. At this moment, I would like to ask you to restart your Charge 3, then clean the back of it before going to bed with a soft, dry piece of cloth and wear it a bit upper on your arm as you normally do, making sure it's well secured but not too tight. 

Please give this a try and let us know the outcome. 

[SunsetRunner]

I did as instructed and I got the same simple sleep report I have been getting since early this month. My frustration is that it worked fine for 3 months with no issues.  The Charge 3 appears to be tracking my heart rate fine during my sleep. I like the Charge 3 but also want to get the sleep stages reports.

[SunsetRunner]

No further response?? As of yesterday the Floors function has gone a bit haywire and I don't have to do anything but walk and it logs floors.  I am thinking I need to return my Charge 3.

[MarcoGFitbit]

Hello @SunsetRunner, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have come back and I sincerely apologize for the delay in the response. At this moment, I have forwarded the information you have provided to our team so they can take a better look at this situation. Once we have more to share with you about this, we'll make sure to update this thread. 

Thanks for your patience and understanding, have a great day. 

[SunsetRunner]

Thanks for the reply and I hope I hear soon basically this Charge 3 is providing the same information now that my Flex 2 did.

UPDATE:

I think I have waited long enough, this Charge is doing more weird things like dropping active hours then it pops up again and shows 1 of 12 when in fact I had 12 of 12.  I have reset, rebooted, cleaned and charged and nothing brings back sleep phases, I am still getting floors just by walking around and not changing elevation my frustration is growing by the day.  My wife got me this as a gift and for 3 months it was fantastic she also got me the 2 year extended service.  My patience is wearing thin and I have been an avid supporter of Fitbit but it is fading and fast.

[MarcoGFitbit]

Hello @SunsetRunner, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have come back and reported this situation. Please note that this situation affecting the hourly activity tile is already being worked on by our development team and it's not an issue with the Charge 3 but with the app. I sincerely apologize for the inconveniences you've experienced and would like to thank you for providing your feedback. 

Thanks again for your report, in the meantime, if there's anything else we can do for you, please feel free to reply again. Have a nice day. 

[SunsetRunner]

Again thanks for responding however I have not gotten any "fixes" for my sleep phases or my floors accumulating at a rapid rate when I am only walking.  The active hours were correct on my App it disappeared on my Charge 3 then came back showing only the last hour as active, the App showed it correctly.

So I am still looking for answers are is it time I send this Charge 3 back. I and very frustrated at this time for sure.

[MarcoGFitbit]

Hello @SunsetRunner I appreciate you have come back and let us know you're still experiencing these issues. 

As mentioned earlier, I have forwarded the information you have provided to our team and once we have more information to share about the status of these issues, we'll make sure to update this thread accordingly. I would like to thank you for keeping us updated about this situation. 

Thanks again for your patience and understanding, have a great day. 

[Dupeedy]

Hi, I’m having the same issue. I bought this Fitbit charge 3  so I could track my sleep. Looking through the forums I’m starting to think I should have purchased a different product. 

[MarcoGFitbit]

Hello @Dupeedy, have a warm welcome to the Fitbit Community. 

I appreciate you have joined the conversation and shared your experience with us. Tell me, have you tried any troubleshooting steps so far? If so, which ones? This will be very helpful for us and for our team while they continue to work on a prompt and proper solution for this situation. 

Thanks for your patience and understanding, have a great day. 

[SunsetRunner]

I am still having the same issues as before, no sleep stages and floors logging when I am on flat ground. I have tried all of the recommendations and I am still waiting to hear if they have any solutions. I really like the unit so I want to work with fitbit to resolve the issues.

[Ermintrude775]

Hi

Have any of you had any feedback?  I got mine as a Christmas present too. It was working fine till the morning of 15/3. When it went back to simple sleep stages.  After several days of communicating with Fitbit I Tried short restarts, entering the sleep manually, reinstalling the app a long restart and turning the heart rate on and off. It worked for a week. Again back to simple sleep patterns. Long restart and it worked for 3 days. Another long restart which didn't fix the problem. Another long start attempted but it didnt do the 2 short and medium vibrations is not coming up. 

Thanks

[Suzabella]

Maybe it’s showing it somewhere, but where? I “started sleep” on my phone. I can see where it says how long I’ve been asleep, when restless, etc. but I want to know REM, LIGHT STAGES, ETC. where do I find that info?

[Suzabella]

Where do I find my REM vs light sleep info. All I can find is the chart with lines thru it

[Raiford]

My Charge 3 is also not showing sleep stages. Three out of four days since I have had the Charge 3, it tells me no sleep stages. Is it possible that a CRT-D, Cardio Resuscitation Therapy - Defibrillator (pacemaker-defibrillator) could be causing this to occur?

Thank you,

Raiford

[uneze]

just bought a fitbit3 only for detailed sleep tracking data. Am having the same problem as most of the folks in this thread and have tried all of the "fixes'. In March 2019 you said you were forwarding this to the team. What was their response? Seems like firmware/hardware issues with some of the watches.