Troubleshooting

Below are troubleshooting tips for the most common issues customers experience.
If you do not find the answer you need below, please do not hesitate to contact us.

I tracked my sleep and got an error message in the Daily Data

An error message in the daily Data occurs when the app did not receive the information it needed to complete the sleep analysis. If the steps below don’t help or you have any concerns please contact us. To prevent this from happening again, try these steps:

  1. Check that your device is compatible.
  2. Be sure the device you’re using is fully charged or has a fresh battery, if applicable.
  3. Move any other wireless or Bluetooth devices away from your mobile device and tracking device.
  4. Make sure Bluetooth is turned on.
  5. Close other apps before you begin tracking your sleep.
  6. Check that Sleeprate is the last thing on the screen of your phone when you go to sleep.
  7. Follow the steps for your device below:
    • Apple Watch
    o Be sure the Sleeprate app is in the foreground of the watch, and that it’s the last thing on your screen when you go to bed.
    o If possible, remove any unused apps from your phone.
    o Keep the watch and phone in close proximity while you are tracking your sleep.
    o In the morning avoid using other apps on your phone and watch until the analysis is complete.
    • Chest-worn heart rate chest belt
    o Make sure the sensor area and strap are kept clean and be sure to follow the manufacturer’s instructions for proper maintenance.
    o With some devices it is recommended to wet the sensor areas or use conductive gel for optimal performance. Check if this is applicable with your heart rate monitor.
    o Check that the chest strap is on comfortably but snug. It should be securely fastened and make contact with your skin the entire night, even if you move in your sleep.
    • Fitbit
    o Once you complete tracking your sleep, sync your Fitbit device with the Fitbit app to make sure that data are available to Sleeprate.
    o Check that you have an active internet connection when you complete tracking in the morning.
    • Garmin
    o Once you complete tracking your sleep, sync your Garmin device with the Garmin app to make sure that data are available to Sleeprate.
    o Check that you have an active internet connection when you complete tracking in the morning.
    • Contact-free sensor
    o Unplug the sensor for at least an hour.
    o Restart your phone before you track your sleep.
    o Check that the sensor is still positioned correctly; the side with lights should be in direct contact with the bottom of your mattress, the LED light should indicate it is on, and it should be at about shoulder height and roughly seven inches from the side of the bed.
    o Check that you have an active internet connection when you complete tracking in the morning.

I’m having difficulties figuring out how to connect to a tracking device

You can find this in one of two ways:
• Through the application’s Main Menu, and then to Settings > Tracking Settings > Track with Device.
• Through the Sleep Tracking screen (and then clicking on the Connect Now button).

I’m having problems downloading the app

Check that your Internet connection is on and stable.

I’m having problems signing in

Try the following:
1. Check that the email you are using is the same one you used to create the account during signup.
2. If you don’t remember your password, you can reset it by clicking “Forgot password”.
3. If nothing works, please contact Sleeprate support.

I’m having problems signing up

This problem can occur for certain users who signed up (created an account) on a dedicated web server, received the app as a benefit from a wellness department, etc. – and when trying to use the app after downloading it, they have to proceed with the same credentials used for the account creation (i.e., the same email address).

The app crashed/froze. What do I do?

The most common reason for this is insufficient resources. Try closing other apps and clearing up storage on your device. If it happens more than once please contact us. Bringing this to our attention can help us improve the experience for yourself and others in the future.

The app will not connect to my tracking device

1. Check that your device is compatible.
2. Restart your mobile device.
3. Turn off or move away from any Bluetooth devices other than the one you’re connecting to.
4. Check that Bluetooth is turned on.
5. Open the Sleeprate app, click Track My Sleep, answer the questions and then click Continue.
6. Click the Connect Now button.
7. Select the appropriate device, then follow the on-screen instructions. Be sure to approve the permissions the app requests.
8. If the device will not connect, follow the steps for your device below:
• Apple Watch
o Check that the watch battery is sufficiently charged.
o Check that Airplane mode is turned off.
o Check that Sleeprate is installed on your watch. If not, install it by clicking on the Watch app on your phone, then scrolling down to Available Apps, and clicking the Sleeprate Install button.
o If you get a message that there is a missing permission, open the device settings, scroll down to the list of apps and select Sleeprate, and then turn on the permission for Motion & Fitness.
o Open the Sleeprate app, click Track My Sleep and follow the on-screen instructions to connect your watch.
• Heartrate chest belt:
o Make sure the monitor strap is kept clean.
o If it’s been a while, replace the battery in the device.
o Check that the monitor is placed correctly and makes good contact with your skin according to the manufacturer’s instructions.
o Note that if you are using the belt for tracking sleep, and the belt is already connected to your phone directly from the phone’s Bluetooth settings, the app will fail to discover the belt and connect to it. In this case you will need to disconnect the belt in the phone settings and connect through the app.
• Contact-free sensor
o Unplug the sensor for 30 seconds, then plug it back in. Make sure the LED light turns on.
o Move any wireless devices – particularly Bluetooth devices – away from your mobile device and the sensor.
o Open the Sleeprate app, click Track My Sleep and follow the on-screen instructions to connect the sensor.
• Fitbit
o Make sure the Fitbit app and Chrome are installed on your mobile device.
o Check that you have an active internet connection.
o Open Sleeprate, click Track My Sleep and follow the on-screen instructions to connect to your Fitbit account.
o When asked to log in, be sure to use the same username as in the Fitbit app.
• Garmin
o Make sure the Garmin app and Chrome are installed on your mobile device.
o Check that you have an active internet connection.
o Open Sleeprate, click Track My Sleep and follow the on-screen instructions to connect to your Garmin account.
o When asked to log in, be sure to use the same username as in the Garmin app.
• Samsung Gear
o Note that this will only work for Gear Watches and not for Gear bands.
o Make sure you are connected to Bluetooth, both in your Gear watch and in your Android phone.
o Make sure your device is connected to your Android phone via the “Galaxy Wearable” application in your smartphone.
o In the Sleeprate application, navigate to the “Sleep Tracking” screen and click on the “Connect Now” button, select the “Samsung Gear” option, then when Sleeprate finds your device select it to pair. Alternatively you can navigate through the menu to “Settings” > “Tracking settings” > Track with device – and then select the Samsung gear option and Sleeprate will find and pair your device.
o Verify that the Gear Watch also has the “Sleeprate” wear app in it. If not, search for it in the “Galaxy Wearable” app for download.
o You will not be able to start tracking from your own watch by clicking “Start Tracking”, if you are in the Sleep Tracking screen in the Sleeprate Android app.
o If you cannot start your tracking from the Gear device at this point, or you see a screen that shows a connection problem, try to reboot both devices and go to the step above.
• Wear OS Watches
o After installing the Sleeprate Android app, the Wear OS watch should prompt to download the Wear app from the watch. (Note that this can take up to several minutes after installation).
o If the prompt message does not appear, you can download the Wear app from the Google Play application on your watch (assuming you have WearOS version 2.0 and above).
o After installing the Wear app, try to find it in the Sleeprate application, in the Tracking Settings or on the Sleep Tracking screen. You should now be able to start tracking.
o If you still cannot find the device, reboot both devices and try again.

The app worked great until now, but it seems to have stopped working. I couldn’t log in or track my sleep

Please check to make sure that the latest app version is installed.