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Heart rate tile not updating

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‎04-18-2020 11:46 - last edited on ‎04-28-2020 15:29 by Fitbit Moderator

‎04-18-2020 11:46 - last edited on ‎04-28-2020 15:29 by Fitbit Moderator

I just purchased a Charge 4 to help me stay healthy and accountable during this quarantine, and now whenever I go to the app on my phone to check my heart rate and see the graph all i get is "No Measurements" ... I've had it on for a few hours now. Whats the deal? I have looked on this website for previous threads and I have seen the generic instructions from the support staff saying "Log out from your Fitbit app and go to your phone settings. Access to the App manager option and look for the Fitbit app in your downloaded apps list. Once you are there, clear the app cache and data and proceed to "Force Stop" the app. Finish the workaround by restarting your phone. When your phone has initialized, go back to your app and try again.

 

But surprise surprise this does not work. I still get no measurements on the app. I know the fitbit is reading my heartrate because on the watch i can see it in real time but the graph is not displaying any information. Is there a different way to fix this or do I just need to return the Charge 4?

 

Oh yea, I got a Charge 3 for my wife and its not displaying on her app either. Both of us have Google Pixel phones which are supported devices.

 

Moderator edit: Subject for clarity 

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‎04-28-2020 15:28

‎04-28-2020 15:28

Hi @DeckStar, welcome to the Community Forums! Sorry for the delay in responding your post.

 

Thanks for bringing this to our attention and for troubleshooting this situation before posting over here, I understand how frustrating this matter can be for you, seems odd that even after trying some troubleshooting steps you're still experiencing difficulties with the recorded heart rate information. To better assist you with this, can you please let me know which specific Google Pixel mobile device are you using? When was the first time you experienced this issue and how many times since then? If you check your account information on the website, the information is shown or the issue persists?

 

  1. Force quit the Fitbit app.
  2. Uninstall the app from your mobile device.
  3. Make sure that the Android version is up to date.
  4. Reboot your mobile device.
  5. Reinstall the Fitbit app.
  6. Login using your account credentials.

 

In the meantime I receive your answers and we further investigate, please try the following steps and let me know how it goes:

 

Keep me posted and let me know if you have any additional questions. 

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