Charge 5 heart rate inaccurate after a week

[FernGully1701]

My Charge 5 is brand new, only work for 7 days.

During workouts while I'm full on sprinting it will say my heart rate is at 67 or show -- instead of a heart rate. Even during normal exercise, walking around, it will show 116 then drop to 58 then slowly climb back to 116 and then drop back down. Help!

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @FernGully1701. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with some instructions. In this case, they will let you know how to proceed. 

[FernGully1701]

I still haven't received an email about this. I talked to someone through the online chat and they said they opened a case and to watch for an email, but I still haven't heard anything.

[DavideFitbit]

@FernGully1701 Thank you for your reply. 

It can take a bit longer than usual to receive a response if your case has been escalated to a different team. It seems that your case was still being reviewed and you've been in touch with the Support team again. In this case, I do recommend that you continue the communication with them so they can let you how to proceed. 

For faster response, you can call them directly as well. You can click here to get connected. 

See you around.