Charge 5 is not detecting heart rate

[fitlw]

My problem is not that there is no “heart rate data” or “heart rate graph” it simply is not detecting any heart rate on my device at all. the light on the back of my device is also not on

Moderator Edit: Clarified subject.

[fitlw]

I should mention that I’ve tried multiple restarts from the Fitbit itself and the power cord button. My app and device are up to date

[MarioSFitbit]

Hi @fitlw and warm welcome to the Community! 
I appreciate your message, and I'm sorry to hear that your Charge 5 is not detecting any heart rate at all. Thank you so much for the troubleshooting steps you tried. 

This is not the experience wanted for our customers, and I understand your feelings about this situation. 

May I suggest you to confirm, in the other settings on your Charge 5, if the heart rate tracking is turned on? 

For a full list of settings, swipe down from the clock screen and open the Settings app. Swipe up to check the full list of settings. This is explained in the following help article: How do I navigate my Fitbit device?

Choose "Heart rate", then turn it on and finally, sync your device: How do I manually sync my tracker or watch?

[fitlw]

Hi Mario, yes it is on. It was working and just randomly stopped..

[MarioSFitbit]

Hi @fitlw and welcome back!

Thank you for your message, and for all the troubleshooting steps you tried. 

I'm sorry to hear that the issue still remains. 

I suggest you to contact support, since they have more tools in order to find your options. Contact Us.