Charge 5 heart rate monitor stopped working

[Kawagz]

my Fitbit charge 5 and/or app has started seemingly malfunctioning. There are 8 days in a row in the app where the steps are duplicated (all show 10,253 steps). The heart rate has stopped reading on the Fitbit over the last couple of days. The first couple of times it stopped I restarted the device and it would read heart rate for a few minutes before stopping again. Now restarting doesn’t start it again. It has also stopped recording my sleep.

of course the one year warranty ended at the beginning of the month, just a few days before the issues started…

Moderator Edit: Clarified subject

Has anyone seen this before? Any ideas?

[Gr4ndp4]

Hi, @Kawagz welcome to the community, is the step count on your Charge 5 up to date & different to that displayed in the app on your phone? You may find these articles of interest How do Fitbit devices sync their data? - Fitbit Help Center, Why won't my Fitbit device sync? - Fitbit Help Center Allowing you have restarted your Charge 5 try restarting the Fitbit app on your phone. Go to the app settings, clear the cache, force stop the app & restart your phone.

Depending on how long you have owned your Charge 5, the warranty period varies depending on your location, and who you bought it from and can be up to two years. Fitbit's return and warranty policy contains the details. Even if you are just outside the warranty period talk to "Customer Support" using the chat facility or phone for a prompt response. It's a good move to note the steps you've taken & the result so you can brief the agent clearly.

I hope this helps.

Cheers

[MarreFitbit]

Hi there, @Kawagz. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 has stopped tracking your data. I understand where your concern is coming from, we're here to help! @Gr4ndp4 Thank you so much for your help and advice! 

I've seen you contacted our Support Team after posting here and they've already assisted you. If the steps that our team has provided did not work, please feel free to contact them back for further assistance. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. Thanks in advance!