Charge 5 heart rate stopped working

[maksiong]

Charge 5 stopped tracking heart rate.

I've tried everything: restart, fully charge it and restart again, tighten the strap, loosen the strap, sync the mobile app, etc.

Green light is always steady on. No blinking, etc  even if the Charge 5 is not on a wrist. 

Moderator edit: clarified subject.

[ManuFitbit]

Hi @maksiong. Welcome back to the community. 

Thank you for providing the information regarding this difficulty that you are experiencing with Charge 5. 

Please make sure to follow the steps listed here:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Charge 5. To do so, open the Fitbit app, tap on the upper left corner icon, tap on your Charge 5's image and tap on "Sync Now". 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your Charge 5 once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Also, for more detailed information, see: What factors can affect my heart-rate reading on my Fitbit device?

[maksiong]

Did that a zillion times, the green light is always on (not blinking)

Even when the charger 5 is restarting the green light is always on. No other lights 

[Jay1122]

I tried the steps above and still doesn’t work 

[RiekoC]

Hello @Jay1122 

Thanks for letting us know that you're dealing with a similar issue.

Are you also seeing a steady green light on the back of your device? Or you don't see a green light at all?

[Jay1122]

No green light at all 

[RiekoC]

Hello @Jay1122 

Thank you for letting us know that you don't see a green light. I saw that you already tried the recommended troubleshooting steps that the Moderator provided without success.

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

FWIW, I've read users report that their heart rate sensor was restored after Support walked the user through the factory data reset process. Hopefully, they will be able to help you.