Charge 5 active zone minutes

[PoppaJohn-55]

I have figured out that if my Charge 5 is running with a charge of around 35% or less my active zone minutes are not tabulating correctly. Today I have over 17,000 steps. Under usual circumstances my charge 5 would show a minimum of 100 minutes. Today it is showing less than 70. Yesterday’s was also low. What’s going on? My heart rate I could feel was working hard. When I walk at fast pace like I was doing today charge 5 usually indicates I am running 

Moderator edit: format

[DavideFitbit]

Hi, thank you for sharing this information about the inconvenience you've been experiencing with your Charge 5, @PoppaJohn-55.  

Active Zone Minutes are based on your heart-pumping activity throughout the day. Before considering other options, I recommend that you try restarting the device again using the three pulse restart method mentioned here below, instead of the restart option found on the Charge 5 itself: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition, please follow the instructions in this article to improve the accuracy of heart rate information and check the information mentioned here about other factors that could affect your heart rate reading. 

Regarding the problem with the device recognizing your walk as running, is this happening every single time that you go for a walk? 

Hope this helps, I'll be around. 

[PoppaJohn-55]

Hi Dave

as I mentioned in my original message. I have no issues with Active minutes as long as battery is over 35% charged. My Charge 5 battery is currently at 75% charged and my active minutes are accurate. I have slightly over 6,000 steps in today and my Active minutes are almost = to the other days activity when I was over 17,000 steps. 

[DavideFitbit]

@PoppaJohn-55 Thank you for your reply and for confirming that you already tried all the troubleshooting steps suggested.  

In this case, since you already tried the steps shared in the forums and you're only having this problem when the battery level is below 35%, 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.