Can't log a swim activity with my Charge 5

[Cartemenkova]

Hi

I have a new Charge 5 and attempted to log a swim this morning but I have had no data from the swim. 

I set my pool length and pressed start on the swim, then finished the swim but on my app all the data is at 0.

I am confused by the water lock element too.

Can anyone help?

Thanks

Clair

Moderator Edit: Clarified subject

[Talahthas]

Welcome to the Fitbit community, @Cartemenkova!

Sad to hear that you're having issues with your Charge 5. For about how to track swimming exercises with your device, I'd suggest having a closer look here:

How do I track swims with my Fitbit device? 

The water-lock mode is here to prevent the display of your Charge 5 from unintentional "taps" caused by water. Sometimes it seems hard to disable water-lock mode. To do so, try to firmly double-tap the middle of the screen with your finger to turn off water-lock. If you don't see "Unlocked" appear on screen, try tapping harder. Turning off this feature uses the acceleration sensor in your device, which takes more force to activate.

[Julia_G]

Hi, @Cartemenkova , have you synced your Charge 5?  Information on your Charge 5 cannot appear on the app until your device has synced.

There is a lot of confusion about the water lock.  As @Talahthas says, it is to prevent your workout being accidentally paused or terminated by water splashing on the screen.  It does not in any way enhance or improve the water resistance, as many people think!

[MarreFitbit · Accepted solution]

Hi there, @Cartemenkova. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5.

As a first approach, please follow @Talahthas and @Julia_G's tips and recommendations. 🙂

On a side note and while reading your post, I was wondering if you had another Fitbit device prior to this Charge 5? If this describes your issue, please make sure that your previous Fitbit device is no longer paired to your Fitbit account to make sure your Charge 5 is properly syncing all your data to your account. To do so, follow these steps: 

• Unpair your new and old Charge 5 from your phone's Bluetooth and Fitbit app.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your new Charge 5 again.
• If there is no connection, restart your Charge 5.