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Device not tracking heart rate

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‎01-22-2020 16:55 - last edited on ‎08-20-2020 20:01 by Fitbit Moderator

‎01-22-2020 16:55 - last edited on ‎08-20-2020 20:01 by Fitbit Moderator

My heart rate tracker is not displaying on my watch. I've rest the watch and I still can not get it to work. help

 

Moderator edit: Subject for clarity 

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‎01-23-2020 16:58

‎01-23-2020 16:58

Hi @Gudi95, welcome to the Community Forums!

 

Thanks for bringing this to my attention and for troubleshooting your Alta HR prior to posting. To better assist you with this, can you please let me know if the heart rate sensors of your device are still flashing? Also, if you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. 

 

Looking forward to your reply, let me know if you have any additional questions.

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‎01-24-2020 10:21

In response to RicardoFitbit

‎01-24-2020 10:21

I'm not sure which one is the heart sensor, but the green light is the only one that seems to be working. I did have a chance to read the article, however, I was still unable to find a solution.  

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‎01-26-2020 20:25

In response to Gudi95

‎01-26-2020 20:25

Your update is appreciated @Gudi95, sorry for the delayed reply.

 

Thanks for taking the time to troubleshoot your Alta HR with me, seems odd that even after trying the troubleshooting steps from my previous post you're still experiencing this issue. Let me share with you that our Support team was contacted on your behalf to further assist you, therefore, please keep an eye on your email inbox because they'll be in touch with you soon.

 

Let me know if you have any additional questions in the meantime.

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