ECG installed but not available on charge 5

[SunsetRunner]

Hey, so I just got a brand new Charge 5 and cannot connect the ECG with my watch. There is no Option to confirm the ECG Requirements and the watch says there is no smartphone connected. Everything else is working well. I already deinstalled and installed new. I think it's a problem with the app.

Anyone else? Thanks a lot!

[Gr4ndp4]

Hi, @SunsetRunner, welcome to the community. Your device needs to be connected to the Fitbit app on your cellphone, this Video demonstrates the process. You may find this article of interest What is the Fitbit ECG app?  , note the advice about location. Using a VPN may indicate you are located in an unsupported country even if your actual location is supported.

Let us know how you get on, if you are still stuck more information will be helpful, make, OS & model of your cellphone & location would be good.

Cheers

[SunsetRunner]

Hello and thank you for you're answer! The ECG does not work on my Mi10 and
also not on the iphone 14 of my friend. It always says there is no
smartphone connected, even if it is connected and I cannot set up the ECG
in the app because there is no set up button, there is only the video how
to do it but no button to confirm anything. I think there is something
wrong with the app. Location is Berlin in Germany, I think this should not
be a problem?!

Best wishes, Sophia

[Gr4ndp4]

Hi, @SunsetRunner, thanks for your feedback. ECG & AFib are available in Germany. Your Mi10 needs an OS  of 9.0 or greater see Fitbit Supported Devices for details, other Xiaomi models have issues, so you may want to review them.

Your problem appears to be a failure to set up your Charge 5 with your cellphone, you mention a friend's iPhone but do not say if you had attempted to set up your Charge 5 with it.

I think your best way forward is to start from the beginning bearing in mind the link between your cellphone & the Charge 5 is via Bluetooth. 

1. If you can sync your Charge 5 to your account do so (I suspect this is not an option)
2. Go into the Phone settings (that you are trying to pair with) Clear the Fitbit app cache & storage, delete the Fitbit app & restart your phone.
3. Factory reset your charge 5, if you have not been able to sync it with the phone you will lose any data.
4. Go to any other phone or tablet you have tried to pair you charge 5 to and delete the Fitbit app as described in (2)
5. Your home Bluetooth environment may be very noisy, turn off the Bluetooth in any devices not being used for the installation of the Fitbit. In particular, ensure any older devices such as headphones or Bluetooth speakers are off. If in doubt turn them off.
6. Start from the beginning again as described in the Video link in my earlier post. Once you have installed the Fitbit app on your phone but before attempting pairing Open the Fitbit app in the phone settings & check - Permissions (allow all), Mobile data & WiFi )allow background data & unrestricted data usage, ensure you have enough credit in your phones data account, you need an internet connection to set up. In the Fitbit App battery usage set to unrestricted, Pause app activity if unused should be turned off.
7. Pair your Charge 5 with your cell phone.
8. Try to set up the ECG & try it out.

Let us know how you get on. 

Cheers