Heart rate tracking issue

[Johnbarnes007]

Just swopped from charge 2 to charge 3 Heart Rate not tracking with app still stuck on June 10 when I swapped from charge 2 to the 3 everything else working fine. Logged in and out changed password uninstalled and reinstalled app nothing has worked FITBIT please help I am not happy

Cheers

John Barnes

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Johnbarnes007, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before to posting over here. To better assist you with this and further investigate, can you please let me know which Android mobile device are you using to check your stats? Are you having difficulties with the heart rate tile only or with other tiles too? Is your heart rate data being recorded on your Charge 3 or nothing at all? In the meantime I receive your answers, please try the following steps. Some of them were already tried but the specific order is important:

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.

Looking forward to your reply.

[Johnbarnes007]

I am using a Samsung tried everything thing you suggested the heart rate is
the only thing not working
Never had one problem with my charge 2 upgraded to the 3 and am not happy
at all that this doesn't work
Regards
John

[RicardoFitbit]

Your update is appreciated @Johnbarnes007 

Thanks for your post. To move forward with this and as per my previous post, please let me know which Samsung mobile device are you using? When was the first time you experienced this issue and how many times since then? Is your heart rate data being recorded on your Charge 3 but such information is not displayed in the app, or nothing at all?

I'll be waiting for your reply.

[Johnbarnes007]

Phone is a samsung J6+
Heart beat last recorded on June 10 when I changed from charge 2 to charge
3 it just shows resting at 50bm all the time never changes

[RicardoFitbit]

Thanks for your reply @Johnbarnes007.

To move forward with this and further investigate, please send me screenshot of the issue you're experiencing. With such information, I'll be able to pass along your issue to fix it as soon as possible. 

Looking forward to your reply.

[Johnbarnes007]

Heart rate does not work tried everything

Charge 2 never had a problem changed to Charge 3 everything else works except the heart rate

Not happy

John

Moderator Edit: Formatting

Moderator Edit: Personal info removed

[RicardoFitbit]

Thanks for your update @Johnbarnes007.

You're correct, I'm providing you assistance to resolve the heart rate tracking issue your Charge 3 is experiencing. As it turns out, I need more information to better understand your issue because it's still not clear if the Charge 3 is not tracking heart rate data (meaning that the device doesn't show HR information at all) or if such information is tracked with your device but not synced with your account, this is the reason why I requested you to send me a screenshot or to answer the questions from my previous posts.

Looking forward to your answer. 

[Johnbarnes007]

That's right the device shows no information at all I thought I said that
Cheers