Charge 5 heart Rate Monitor is giving bad info since new app

[BobRandolph]

My resting heart rate is typical in the 70 range. It has shot up since the new app.  Last night at dinner the Fitbit said my heart rate was 95.  I gave the Fitbit to my daughter and the Fitbit said her heart beat was 92.  Her Apple Watch had a reading of 70.  Ever since this new app came out, my Fitbit has become useless.  My sleep scores are now in the 50s because the Fitbit stops my sleep at 4 or 5 am each morning (I wake up between 7:30 am and 8 am each day). 

Moderator edit: clarified subject.

[ManuFitbit]

Welcome back to the forums @BobRandolph.

Thank you for providing the details regarding this difficulties with your Charge 5. I'm sorry to know that.

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, this has been useful to other users who have experienced something similar. 

Regarding sleep scores, please, keep in mind that you must see sleep stages in order to see a sleep score. There are a few scenarios where you might see your sleep pattern (which shows your time asleep, restless, and awake) instead of sleep stages:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

If you see sleep stages but don’t see a sleep score, please note that it may take a few minutes for your sleep score to appear. In addition, for better results please try to let the device detect that you're awake or asleep by itself rather than doing it manually and make sure to keep the Fitbit app and the devices' firmware updated to the latest version available. 

The Charge 5 may need some days to collect some information (particularly regarding to heart rate) and provide sleep score, sleep stages and other data. Make sure that you've also tried the restart procedure described here and check if you continue to experience the same problem.

In case the problem is related to the Fitbit app, please try the following as well: 

• Log out from the app.
• Clear Cache and Cookies for the Fitbit app in your phone's settings.
• Restart your phone.
• Log back in to check if you're able to see your data properly.

[BobRandolph]

I spent 30 minutes in the phone with a Fitbit customer care rep and did all this already. 

Im tired of all these canned responses.  Why doesn’t a Fitbit admit the new app was a HUGE mistake and bring back the old app that worked perfectly for me for 8 years. 

Like others, I’m looking for a new device because my Fitbit is providing info that is totally unreliable.  

[Barbara1clevela]

There is no flat part of the charger to push to restart

[SunsetRunner]

The charger description is flawed and they never have fixed it. The reset button s on the USB plug end of the charger cable. Look for it carefully, it is black like the plug and flush with the surface. It's maybe 3 mm in diameter. The "flat part" means the USB plug end, not the flat part of the end that attaches to the device. Sheesh. You'd think they would have corrected that after all these months/years.

[SunsetRunner]

I have had abnormal RHR readings (way too low) as well as the device claiming I'm in cardio and peak on the way to the mailbox since the update. Naturally, a reset didn't help. I have sent for another brand of gizmo. I've had enough of all the tap dancing.

[Barbara1clevela]

I see it and will try it out