Charge 5 ECG not working

[CindyMFG]

Updated software, restarted device, turned Bluetooth off/on - still will not register an ECG reading. Everyone says “Inconclusive”. Support was no help at all. I’m “monitoring my device” for 24 hours. What a joke. Onto an Apple Watch upon refund I guess. Bought it specifically for the ECG feature. Ugh 

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @CindyMFG. 

Thank you for sharing all this information about what you're experiencing with the ECG feature on Charge 5. I'm sorry to see that you've been having this problem. 

Let me know if you're seeing inconclusive on the Fitbit app or on the device itself. While this is a bit odd, may I know if the Fitbit app is updated? Is your Charge 5 syncing correctly? Have you also completed the Heart Rhythm Assessment on the Fitbit app? In the meantime and in addition to the steps provided by the Support team, please give a try to the following troubleshooting steps if you continue to have the same problem:

1. Uninstall the ECG app from your Charge 5.
2. Force quit the Fitbit app and restart your tracker.
3. Open the Fitbit app and pull down on the screen to force a manual sync.
4. Install the ECG app one more time and make sure the permissions are enabled.
5. Tap Discover > Assessments & Reports > Heart Rhythm Assessment to double check if still appears completed 
6. Try taking a reading one more time and let me know how it goes.

Thank you for taking the time to share all your feedback and comments about this. The team continues to work to improve the Fitbit experience and your feedback is a big part of that process. 

Hope this helps.

[CindyMFG]

Did the entire process. Still “Inconclusive”. Want to return and get a refund. If I can ever actually get through to a human again. 

[DavideFitbit]

@CindyMFG Thank you for sharing that you already tried all the steps suggested. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with some instructions. In this case, they will let you know how to proceed. 

Thanks again for taking the time to share your feedback and comments about this. 

[Doc12345]

Had similar problem. That worked perfectly. Hopefully won’t be a recurrent issue 👍🏻

[DavideFitbit]

Welcome to the Fitbit Community, @Doc12345.  

Thank you for confirming that you were experience this same problem with your Charge 5. It's great to know that you were able to resolve it with the steps suggested. 

Have a great day! 

[Edmond]

I have the same problem too. Tried reinstalling ecg and restarting the device many times. Always just inconclusive.

[CindyMFG]

Try your thumb and any other finger. And I still get Inconclusive once in awhile. But not all the time. 

Sent from the all new AOL app for iOS

[Edmond]

I thought you put the charge 5 on your wrist, not on any fingers.

[LiJaHi]

@Edmond you hold the sides of the watch face with your thumb and forefinger.

[CindyMFG]

Not if your first finger is damaged. Then you can’t get a reading like me - forever. The ring finger works well if your index finger doesn’t work. 


Sent from the all new AOL app for iOS

[Edmond]

Tried other fingers its the same, even tried another hand

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I think its getting something just always conclusive. It was working fine before which is frustrating. 

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still getting inconclusive all the time. Then i tried my device with someone else and its the same. I am contacting customer support for possible replacement. 

[LiJaHi]

@Edmond good that you asked someone else to test it. I did that too - I had to get mine replaced twice for the ECG function not working. The second one did work initially but then stopped after a few weeks.

[Edmond]

Dealing with fitbit devices you gonna be smart. Because it failed so many times that i dont believe its my own problem.

[DavideFitbit]

@Edmond Thank you for sharing your feedback and for confirming that you're still having this issue with the ECG feature. 

In this case, if you already tried all the recommendations mentioned earlier and by other users to get this feature to work and you're still having this problem, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

See you around. 

[Edmond]

After getting in touch with the customer support for the problem if ecg, i am still receiving emails from fitbit asking me to clean the sensor. This is total nonsense. I have decided to call direct support, but the feedback is also not helpful. They said my case will be referred to “higher support team“. 

[LiJaHi]

@Edmond have you downloaded PDFs of the conclusive and inconclusive ones to see what they look like? Sometimes mine are inconclusive because the amplitude is low, but you can see the rhythm is regular. When mine stopped working properly and I returned it, the graphs became nonsense. Including when I had a friend with a pacemaker try it.

[Edmond]

thanks @LiJaHi downloaded a few, but i am no medical expert to read; some rhythm looks irregular. It just stopping working properly and I just want a replacement. I didnt pay for something not working for whatever reasons. 

[Edmond]

After arguing with fitbit customer support team for nearly 3 weeks, they finally agrees to send me a replacement for the failing ECG. suggest everyone check if theirs have any problem and shouldnt just give up. 

btw, have borrowed a medical grade Kardia ECG from clinic, which is so accurate and so easy to use. The graph is so much more detailed than the one generated from fitbit. Whn i complain my charge 5 problem to fitbit, they keep saying its my problem or i dont know how to use it.

[DavideFitbit]

@Edmond Thanks for sharing this update and all your feedback about this feature, it's good to know that you'll be receiving a replacement soon. 

See you around.