Charge 5 heart rate sensor failed "device not on wrist"

[DerekAE86]

I purchased my Charge 5 Aug last year from the Google store and it worked great for the first 8 months.

However recently it has outright failed.

I first noticed gaps in the heart rate readings on the mobile app but wrote that off as not making good contact with my wrist. Then I noticed the heart rate readings were far too high sometimes. 150+ during rest when I was most definately not at that heart rate.

Now it has stopped detecting heart rate all together. I've followed all the advice found on this forum;

Cleaned the sensor, made sure it's fully charged, reset the device via the menu, reset the device via the 3 press on the usb cable, performed a factory reset, removed and reconfigured the device on the phone, force stopped the app and restarted the phone, confirmed firmware and android app versions are up to date. Still no go.

The green led never comes on when it's on my wrist. If I try to perform any of the other scans such as EDA it just says "device not on wrist" or with the ECG it never detects I've got my finger and thumb on the side of the device.

What is my next step?

[LZeeW]

@DerekAE86   It sounds like you did all the possible troubleshooting.  Please contact Support for more help.  If you bought it from the Google Store, then it is under warranty. 

[Julia_G]

Hi, @DerekAE86 , sorry if I have asked a silly question, but have you checked that the heart rate is actually turned on?  On your Charge 5 swipe down from the clock face until you come to the settings menu.  Tap to open and swipe to confirm the heart rate is turned on.

If it is on, but the lights still aren’t flashing, please toggle it to off and then wait a moment (you should not need to sync your Fitbit after making this change, but I have seen a moderator recommend that, and it can’t hurt…) . Next turn your heart rate back on again (and optionally re sync).  This can often prompt the heart rate detection to re start.

Let us know if it works for you.

[DerekAE86]

Yes I accidently forgot to list this troubleshooting step but checking it was infact turned on was indeed a step I did before jumping straight into a factory reset 🙂