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Heart rate sensors always on

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‎01-07-2020 02:54 - last edited on ‎08-20-2020 17:50 by Fitbit Moderator

‎01-07-2020 02:54 - last edited on ‎08-20-2020 17:50 by Fitbit Moderator

The green lights on the back of my Fitbit Alta won’t go off, I have tried resetting, but this didn’t work, it is running my battery flat very fast.  How do I fix this?

 

Moderator edit: Subject for clarity 

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5 REPLIES 5

‎01-08-2020 11:30

‎01-08-2020 11:30

Hi @Mel1970, welcome to the Community Forums!  

 

Thanks for bringing this to my attention and troubleshooting this situation prior to posting. Since you already tried the restart process with no avail, can you please let me know if you tried turning the heart rate sensors off and then back on? To do so, please follow the next steps: 

 

  1. Tap the Today tab 
     
     and tap your profile picture. 
  2. Tap your device image.
  3. Tap Heart Rate and then turn the sensors off.
  4. Sync your device.

 

Keep me posted.

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‎01-14-2020 10:51

In response to RicardoFitbit

‎01-14-2020 10:51

I tried switching the heart rate sensors off, synced it, but the green light is still shining. My battery was lasting about 7 days, it now last only 1 day

Sent from my iPad
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‎01-17-2020 19:57

In response to Mel1970

‎01-17-2020 19:57

Your update is appreciated @Mel1970, sorry for the delayed reply.

 

I appreciate all the details that were shared in your post and for trying some troubleshooting steps prior to posting, certainly, your Alta isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

 

In the meantime they contact you, let me know if you have any additional questions.

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‎07-27-2020 13:31

In response to RicardoFitbit

‎07-27-2020 13:31

Same issue.  I called customer support and she walked me through everything I had already tried and nothing fixed it.  They basically said I need to buy a new one 😞

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‎07-27-2020 16:03

In response to AngieAltaHR

‎07-27-2020 16:03

Welcome aboard @AngieAltaHR.

 

Thanks for your post and for taking the time to share your experience with us. Since you already received assistance from our Customer Support team, my best advice for you at this moment will be to contact them back if you require further assistance or if you have any additional questions about the outcome of your case.

 

I'll be here if you need anything else. 

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