Charge 5 doesn't consistently keep a heart rate

[Winnka]

I bought a charge 5, two months ago. Not only does it not consistently keep a heart rate but the 6 month premium wasnt added and the link to add it doesnt work. It inaccurately records my calorie burn, zone minutes and sleep tracking. I literally only rely on it to tell the time. It was a waste of money and I’m voicing it here since I did not find a place to do a product review. I will probably leave Fitbit Services.

Moderator Edit: Clarified subject

[LizzyFitbit]

Welcome to the forums, @Winnka.

Thanks for the details provided, and your efforts while working on this. I understand how you're feeling and I'm sorry for this inconvenience. This isn't the type of experience that we want you to have, and please know your feedback won't go unnoticed as it'll helps us to improve, and make Fitbit more useful for you.

About your Charge 5, because you're not getting accurate heart rate data, other details such as your calories, Active Zone Minutes and sleep will also be affected. There are some factors that affect your heart rate readings and because your post didn't mention, please review this help article which also describes some tips to improve its accuracy. If the issue persists, let me know so I can continue helping you.

In regards to your other question, I'd recommend getting in touch with our Support team so they can investigate and help you out with your Premium subscription. Please click here to get connected with them via chat or phone.

[phillip.donato]

Hi Lizzy. I am experiencing the same problems. This has only come about within the last week. I believe my heart rate monitor is faulty. I’ve owned every Charge version since it’s inception. I would rate the Charge 5 to be the most troublesome unit to date. I am right into my fitness and the tracking of my training is almost impossible.

[LizzyFitbit]

Hi @phillip.donato. Welcome to the Community.

Thanks for letting me know that you're also having issues with the heart rate sensor. I'm sorry for the experience that you've had with your Charge 5 and your feedback is appreciated. Every comment shared in the forums helps us to improve our devices and yours won't be the exception.

About your question, if you've taken into consideration the factors described in this help article, I'd recommend getting in touch with our Support team. That way they can investigate what may be occurring and provide you with further assistance. They're available via chat and phone, please click here to get connected with them.