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. If you use Android, kindly check the phone’s settings and shut off battery optimization. The battery optimization settings are set up differently on different phones. It should be in the phone’s settings under either Apps or Battery.
  8. Follow the steps for your device below:

 

  • Apple Watch
    • 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.
    • If possible, remove any unused apps from your phone.
    • Keep the watch and phone in proximity while you are tracking your sleep.
    • Apple Watch should be on your wrist while sleeping but doesn’t have to be on the wrist while data is syncing in the morning.
    • Bluetooth should be enabled on both iPhone and Apple Watch.
    • Both iPhone and Apple Watch should have Bluetooth enabled and in Bluetooth range while pressing “Start” and “Stop” tracking
    • Internet should be enabled on your iPhone while you stop tracking, and until night session analysis is available on your iPhone.
    • Please make sure you enabled Motion & Fitness permission. If not, enable it on iPhone settings for Sleeprate- Balance your Sleep app. If you can’t find it there, kindly erase the Sleeprate app and re-install it.
    • In the morning avoid using other apps on your phone and watch until the analysis is complete.

 

  • Chest-worn heart rate belt
    • Make sure the sensor area and strap are kept clean and be sure to follow the manufacturer’s instructions for proper maintenance.
    • 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.
    • 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 when you move in your sleep.

 

  • Garmin
    • Keep the watch and phone in proximity while you are tracking your sleep.
    • The Garmin should be on your wrist while sleeping but does not have to be on the wrist while data is syncing in the morning.
    • You phone should have Bluetooth enabled.
    • Check that you have an active internet connection when you complete tracking (“Stop”) in the morning.

 

  • Contact-free sensor
    • Unplug the sensor for at least one hour.
    • Restart your phone before you track your sleep.
    • Check that the sensor is still positioned correctly:
      • with the side with lights facing up towards the bottom of your mattress and in direct contact with it.
      • It should be at about the level of your shoulder and roughly seven inches from the side of the bed.
      • The green LED light should be on and pointing towards the margin of the mattress.
    • Check that you have an active internet connection when you complete tracking in the morning.

 

  • Fitbit
    • Once you complete tracking your sleep, sync your Fitbit device with the Fitbit app to make sure that data are available to Sleeprate.
    • Check that you have an active internet connection when you complete tracking in the morning.
    • Please note that it takes a few minutes for the Sleeprate app to retrieve the data from Fitbit. The initial daily data showed on the Sleeprate app is your sleep diary’s data, once the data comes in from Fitbit, the complete sleep data is available. This can take a while and the Sleeprate app will send a notification once the data is ready for you.

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

You can solve 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 on the ‘Me’ tab –> My Tracking Devices  –> Pair a New Device.
  6. Select the appropriate device, then follow the on-screen instructions. Be sure to approve the permissions the app requests.
  7. If the device will not connect, follow the steps for your device below:

 

  • Apple Watch:
    • Check that the watch battery is sufficiently charged.
    • Check that Airplane mode is turned off.
    • Both iPhone and Apple Watch should have Bluetooth enabled.
    • Apple Watch should be paired with your iPhone.
    • Check that Sleeprate is installed on your watch. If not, install it by opening the Watch app on your iPhone, then tap the My Watch tab, then scroll down to Available Apps, and click the Sleeprate Install button.
    • 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. If you can’t find it erase Sleeprate- Balance your Sleep app and re-install it.
    • Open the Sleeprate app, click on the ‘Me’ tab –> My Tracking Devices –> Pair a New Device. Select the Apple Watch, then follow the on-screen instructions.

 

  • Heartrate chest belt:
    • Make sure the monitor strap is kept clean.
    • If it’s been a while since you last used the belt, replace the battery in the device.
    • Check that the monitor is placed correctly and makes good contact with your skin according to the manufacturer’s instructions.
    • 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 it directly through the app.

 

  • Contact-free sensor:
    • Unplug the sensor for 30 seconds, then plug it back in. Make sure the LED light turns on.
    • Move any wireless devices, particularly Bluetooth devices, away from your mobile device and the sensor.
    • Open the Sleeprate app, click on the ‘Me’ tab –> My Tracking Devices –> Pair a New Device.
    • Select the contact-free device and follow the on-screen instructions.

 

  • Garmin:
    • Make sure the Garmin device is compatible with the Sleeprate- Balance your Sleep app
    • Make sure the Garmin Connect app is installed on your mobile device. Go to the Garmin Connect app and sync your Garmin device.
    • Check that you have an active internet connection.
    • Check that Airplane mode is turned off.
    • Check that the Bluetooth on your phone is enabled.
    • Open the Sleeprate app, click on the ‘Me’ tab –> My Tracking Devices –> Pair a New Device. Select the Garmin, then follow the on-screen instructions.

 

  • Fitbit:
    • Make sure the Fitbit app and Chrome are installed on your mobile device.
    • Check that you have an active internet connection.
    • Open Sleeprate, Open the Sleeprate app, click on the ‘Me’ tabà My Tracking Devices à Pair a New Device
    • Select Fitbit and follow the on-screen instructions to connect to your Fitbit account.
    • When asked to log in, be sure to use the same username as in the Fitbit app.
    • When you wake up and stop tracking, remember to sync your Fitbit device with the Fitbit app to make sure that data are available to Sleeprate.
    • Please note that it takes a few minutes for the Sleeprate app to retrieve the data from Fitbit. The initial daily data showed on the Sleeprate app is your sleep diary’s data, once the data comes in from Fitbit, the complete sleep data is available. This can take a while and the Sleeprate app will send a notification once the data is ready for you.

 

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

Please make sure that the latest app version of Sleeprate- Balance your Sleep is installed.

 

If you use Android, kindly check the phone’s settings and shut off battery optimization. The battery optimization settings are set up differently on different phones. It should be in the phone’s settings under either Apps or Battery.

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