Charge 5 heart rate monitor not working

[9FW]

The heart rate monitor on my charge 5 hg as stopped working.  I have tried restarting it and resetting it but it still does not showy heart rate.  How can I get it working again?

[EstuardoFitbit]

Hey there @9FW, nice to see a new face around! 

All the steps you have done already are truly appreciated, let me help you out from now on!

If you're not seeing a heart-rate reading on your device, or if the green LED on the back isn't blinking, the first thing to check out is our help article: What factors can affect my heart-rate reading on my Fitbit device? This covers a lot of common reasons why you might not be getting a reading.

If your heart rate still isn't appearing after reviewing that article, please check your Fitbit app. Does your heart rate show up there? Let me know since this information helps me understand what might be going on.

[9FW]

I have done every step but still no heart rate and no green light on the back.  On the app, it stopped showing a heart rate at 5:25pm yesterday.  I was out at dinner so wasn't doing anything special.  It just stopped working.   

[RiekoC]

Hello @9FW 

You might want to contact Support (<-- click link). I've seen users report that their heart rate sensor/green light was restored after Support had them do a factory data reset on their Fitbit device.

After clicking the link for Support, complete the prompts until you get the option to chat or call. It might be better to call and have a support person walk you through the troubleshooting & factory data reset process.

If Support has you do a factory data reset, make sure to do a sync first since the reset will delete all your user data on your Charge 5.