Versa Clock Face changed and sleep and BPM no longer sync

[jaberrym]

Last week my Versa vibrated and I noticed that the clock face had changed. I went in to reset, and my clock face was no longer available. Which is fine. But since then, my sleep and heart rate no longer sync. I wore my watch to bed the past couple nights and on previous days it's taken a few hours (I get up at 6 and I won't get it to sync until 10-12) to sync. Today its 5pm and it still won't sync. All other tiles have synced including with MyFitnessPal, which has always been slow.

Also as of yesterday, the hart rate stats are no longer present with my current heart rate. I'm not sure what happened. I have restarted the watch and my phone. I don't have any fitbit App updates on my phone (iOS).. please help!

Moderator edit: Clarified subject

[LanuzaFitbit · Accepted solution]

Hello @jaberrym.

Thanks for sharing the situation with the sleep and HR not syncing to your app. Let me help you figure out what is going on.

My first recommendation would be that you try to log out of the app and then force close it. Then open the app and log back in. That should force all data to be loaded from the servers and thus should display correctly.

Let me know if there are any further questions or how it goes.

[Ehibberr]

Hi , 

i have the  same issue and this didn’t resolve it , can you please help?

thanks

[LanuzaFitbit]

Welcome to the Forums @Ehibberr.

Thanks for taking the time to try those steps.

In this case, I'd like to ask when did this start happening.

It is also possible that the data itself not being tracked. There are different reasons why the sleep is not being tracked. These are some reasons why this could be happening:

• Your HR is not being tracked during your sleep. This can be mitigated by tightening the strap on your Fitbit and also cleaning the HR sensor with a damp piece of cloth and then drying it.
• You are moving during your sleep. Perhaps it is very hot or cold, or something is causing you to move around. 
• You sleep with a fan or an open window. A draft of air hitting the Fitbit could cause the Charge 3 to think that you are moving around.
• Your HR is remaining high during your sleep. In this case it could be happening because of stress or even over-eating before going to sleep. Because the HR is used to determine if you are sleeping, along with movement, having a high HR would prevent sleep from being recognized.

I hope this clarifies what could be happening.

Let me know how it goes or if you have any other questions on the matter.