Avg bpm and HR zones not showing up in Exercise

[AK220]

My device is recording my heart rate as usual but it is no longer showing my average bpm and time in each heart rate zone associated with logged exercise.  I am syncing with my iPhone SE.  

[RBotes]

please please please fix this.

it can't be that hard... really, it worked just fine in the past.

it has been over a month with no real answers or help from FITBIT....

[ShadowAndJeb]

I just got dumped in the support emails with the "this is a known issue" email.... 😞

[LateRunner]

Nope still not fixed!

[Jellyjud]

Ongoing disappointment with fitbit

[natashaw]

I was asked to submit copies of my receipts a month ago, and never heard back. I'm continuing to press them - it is crazy how bad their customer service is.

[RBotes]

THIS IS THE very reason why you need timed exercise!

I went for a 20min walk, then ran 40min and cooldown walk for 10min.

My Medical only recognise +30min sessions with avg bmp calculations...

I am penalised for NOT having proof that I actually ran for 40min!!!!!! 

plus, it takes time for AUTO to actually kick-in!

Auto recognise is just not accurate enough!!!!!!! PLEASE PLEASE FIX what used to work!

[SunsetRunner]

It has been about two months and I am still getting this problem as well.

[Jellyjud]

They are not going to fix it.

[RBotes]

NO, they will not fix this.

If we read between the lines in the vague responses from FITBIT they either,

1. don't know how to fix this (maybe they should consider employing trained technical staff?), or

2. they did this on purpose to force customers to buy new devices because they are discontinuing the ALTA range (a friend recently shopped around for a tracking device and the salesperson told her that FITBIT will discontinue a few ranges of their products and advised she should stay clear of FITBIT...?) or

3. don't mind losing customers, due to not having any concept of customer care (this is evident in correspondence posted on this group).

Point is, if I had the funds I would change from FITBIT and never return a.s.a.p.

PS: My husband has a CHARGE 3 and this function works perfectly on his....?

[R_damascena]

Hello Lizzy, do you know if this is still being worked on? It is October now.

[Oscott01]

Do it! Their efforts to fix this are non existent. I feel like things are
getting increasingly worse with Fitbit. On Friday I did a pretty intense
workout and the Auto Recognize failed to acknowledge anything. SMH. Garmin
(or really any other tracker) is looking spectacular at this point.

[LizzyFitbit]

Hi everyone. I'm sorry for my delayed response and thanks to all of you for participating in this thread.

I appreciate your efforts while working on this, and thanks for the screenshot, @RBotes. I understand how you're feeling about this situation as the heart rate should appear on your exercises after being recorded. Based on the feedback we've received, this has been determined to be an issue with the Fitbit app rather your Alta HR devices. I apologize for the inconvenience this is causing you and please know that our team hasn't forgotten of you. Currently there isn't a time frame when this will be resolved, but once they have more details, I'll update this thread. In the meantime, please keep the Fitbit app up-to-date so the rest of the features can continue working correctly.

I'll be around if you have another question.

[John-D]

While I appreciate the update but it is empty in meaning. As a director of
software development, if I handled this issue as you have I would literally
be out of a job. Your update created t by issue. You should know what
changed in the app to narrow the research required to find a resolution.
But that would also assume that this were a priority, which doesn't seem to
be the case because of how long it is taking to get resolution.

[Jellyjud]

It is clear to most of us that fixing this issue is not a priority.i suspect it will not be fixed in an attempt  to force us to upgrade to more expensive models. Most of us have changed brands and bought new trackers that actually work as advertised .

[SunsetRunner]

Jellyjud, 

I had been thinking about upgrading my device when this one finally dies, but now, I won’t be purchasing any other Fitbit product. They’ve lost my trust, loyalty, and now, my money. 

I had been a diehard Fitbit fan for years. (I even bought my daughter a tracker.)  That started to change in July when I experienced their lack of real, honest customer service. I don’t mind dealing with a few hiccups now and then, but when a company chooses to

treat customers with utter lack of respect, why would I turn around and say, “Oh yes, please sir, may I have some more?” 

I’ll use this device until it dies, but also, I’ll keep spreading the word on my  social media platforms about what to expect if you purchase a Fitbit product. 

Spoiler

*** If you’re thinking of buying a Fitbit, ask me why you shouldn’t. ***
           If it ain’t broken, don’t fix it - if it IS broken - FIX IT! 

[the3amigos]

I'm not sure the statement "most of us have bought new trackers" is correct. I have not and am waiting for this to be resolved. I'm very unhappy with how long it's taking but would hate Fitbit to discontinue fixing this because of comments like this.

I hate the way other trackers look and I'm certainly not buying an Apple phone to be able to use an Apple watch. I just want this fixed.

Please don't think I'm trying to be argumentative or even mean, I just want this fixed!

[hicksiehx]

I haven't been on this forum for weeks as I have decided to give up on FitBit. I managed to return my Alta HR and received a full refund from FitBit as it was still under warranty and no longer being 'fit for purpose' I was entitled to get my money back under Australian consumer law. The process took weeks and quite a few emails. I note that FitBit customer support continues with their misleading statements, obfuscation and slow walking tactics. I doubt they have any intention of telling the real story. I now have a garmin forerunner 45 and I have my HR graphing back and a display I can see in the sunshine. Good luck with your battle with FitBit - I will continue to tell everyone  I meet about my bad experience with this company.

[SunsetRunner]

Hi hicksiehx!

(Edited to correct name of company buying Fitbit) I’m glad you found a solution to Fitbit’s incompetence. I’m waiting for mine to die, then I’m switching to a different brand. I read that Google might buy Fitbit. Maybe then the issues will be addressed. In any case, it’s not your problem anymore! Yay!! I’m happy for you. Good luck! Thanks for your update.

BTW: I’ve spread the message about how awful Fitbit is in all my running groups, on Twitter, and in reviews. I have a huge race coming up with hundreds of local participants and thousands of national runners. All of my FB groups and running organizations have been warned. So many people are disgusted and many have switched, just like you.

[MelB_10]

Sent from my iPhone

[Briana129]

Mine was working fine as of yesterday and as of today I used the same feature and it no longer works... looked online and found this thread dating back from August. Is this still an issue? How is it possible to be working one day and then the following day stop?