Charge 5 heart monitor and steps not working

[PTip888]

Charge 5 heart sensor and steps not working. No sensor light on 

[RiekoC]

Hello @PTip888 

Have you had a chance to restart your Charge 5? That's usually the first troubleshooting step to try.

Are you able to see the display on the Charge 5? If so, have you confirmed that Heart rate is enabled in the Settings menu of your Charge 5?

• Scroll down from the clock face until you get to the Settings tile (last one) and tap on it
• Scroll up to find Heart rate and confirm that it is enabled

[PTip888]

1. Yes restarted it 5 times. Nothing

2. Display, Click on and getting notifications 

3. heart rate enabled. Sensor light is not flashing on the Fitbit 

4. no steps recorded either. Main Goal, steps enabled

[RiekoC]

Hello @PTip888 

Thank you for the additional information. 

I've seen users report that their heart rate sensor returned after they did a factory data reset (aka erase user data) as directed by Support. If you want to try this, this help page has the instructions: How do I erase my Fitbit (<-- click link). 

If you decide to try the factory reset, make sure to sync your Fitbit with the app first since this process will erase all the data on the Charge 5. You will then need to set up the Charge 5 as a new device. 

If this doesn't work to return your heart rate sensor, please try it more than once. I've read where users reported that they did a factory reset that wasn't successful before Support had them repeat it. They mentioned that their heart rate sensor came back after repeating the factory reset. 

[PTip888]

I tried the factory reset 3 times. Nothing

tried the heart rate in and off a couple of times. Nothing 

[RiekoC]

Hello @PTip888 

Thank you for letting us know that you tried factory resetting and turning heart rate on & off several times without any success.

The next step would be to contact Support (<-- click link). Complete the prompts until you get the option to chat or call.