Charge 5 doesn't track HR, SpO2 and sleep

[SylviaAr]

Hello,

About 2 weeks ago my Fitbit Charge 5 stopt tracking my heartbeat, O2 and sleep records. I restarted my divice more than once, but it didn't work. I think the problem started with the latest update. Can you help me?

Gr. Sylvia

Moderator Edit: Clarified subject

[JBOYL]

My charge 5 is exactly the same. It stopped tracking all stats this week and this morning the screen stopped working. Refusing to restart and I have followed all the steps outlined. This charge 5 was a replacement for a previous charge 5 that also died 1 year ago. Coincidence or what? And my charge 5 before that died just as warranty ended. So I AM MOVING TO GARMIN. No more faulty devices, appalling customer service. Looking forward to my new Garmin. Farewell fitbit

[RiekoC]

Hello @SylviaAr 

It sounds like there's an issue with the heart rate sensor.

Do you see a green light on the back of your Charge 5? The green light is the heart rate sensor. To check it, place your finger across the back of the device. You should see the green light flashing when you lift your finger.

If you don't see the green light, the first thing to check is that the Heart Rate sensor is turned on:

• Swipe down from the clock face to get to the Settings menu on the Charge 5
• Tap on the Settings menu tile
• Swipe up until you see Heart Rate. It should be turned on. If it isn't, tap on it to turn it on.
  If it is on, try turning it off, then back on.

If these steps didn't work to restore your heart rate sensor, the next step is to contact Support (<-- click link). Complete the prompts until you get to the option to chat or call.

[SylviaAr]

Thank you Rieko, the green light is on, so this is not the solution. Do you have an other idea?

[JBOYL]

My charge 5 screen is black today. No logo, no light on back and left charging overnight. Tried the reset numerous times and while I can feel a vibration the device seems to be dead. The problem started with loss of stats measurement, loss of GPS on some runs so if you see this happening and you are still within warranty suggest you chase Fitbit for a replacement now and don't treat it as a blip

[michelle-marie]

My charge 5 doesn't record my Sp02 (oxygen) every day. Support is useless. Force stop, reboot, uninstall, reinstall.. yada,Yada. Over & over. RESOLUTION?!! ...They will send me a discount code for a new watch! I asked if they went into the community and saw how many other owners are having the same problem, "support" says oh, so sorry to hear that. Never had a problem until Google took over. Their answer to everything is reboot uninstall reinstall and then you should be good. Then call back and it's like going through the wash cycle all over again. Nobody's interested in fixing the problem as far as I can see it. And why would anybody buy a new watch when the one they have hasn't been working right it's crazy

[michelle-marie]

I know right...they're telling me that I can get a discount code for a new watch. What makes fitbit think anyone would BUY a new 1 when it's clear by community posts it's a systematic problem & not a broken watch.

[JBOYL]

Interesting that Fitbit premium now being offered with the new Google pixel watch. Saw this in an article today called RIP Fitbit.

[RiekoC]

Hello @SylviaAr 

It's surprising that you are seeing the green light, but not your Charge 5 isn't showing heart rate.

At this point, I think you should contact Support (<-- click link).