Charge 5 is not tracking my hear rate accurately

[SunsetRunner]

I just shoveled heavy/wet snow for an hour. According to my Charge 5, my HR never went over 105 and I received 14 moderate active minutes. Last night, I very casually rode my exercise bike and my HR said 146. I think those are reversed. I don’t remember any of my older Charge devices being this wildly off. 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @SunsetRunner. Thanks for stopping by in the Fitbit Community Forums. It's sad to hear that your Charge 5 is not tracking your heart rate accurately. I understand where your concern is coming from. I'll do my best to help you with this! 

Keep in mind that, occasionally, your device may have difficulty getting a strong signal, especially during exercises that cause your arm to move vigorously such as high-intensity interval training or boxing. Try to relax your wrist and stay still for up to 10 seconds. You might also notice a spike or dip in your reading as your device finds your heart rate. In both cases, normal tracking should resume shortly.For more information, see How do I track heart rate with my Fitbit device? and What factors can affect my heart-rate reading on my Fitbit device? 

If the above doesn't help you, I'd suggest resetting the heart rate settings by following the steps below:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your Charge 5, from the main screen of your Fitbit device, open the Settings app > Heart Rate > tap to turn the setting OFF.
• Once it's done, manually sync your Charge 5. To do so, open the Fitbit app, tap on the Account icon, tap on your Fitbit device's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your Charge 5 once again. 
• Once it's done, restart your Charge 5.
• 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.

[SunsetRunner]

I tried all of the suggestions. My Charge 5 shows an HR of 105, my Sole chest strap says 88 and my finger pulse/odometer says 86. Yes, these are different technologies, but they are measuring the same thing. Wrist strap is tight and I cleaned the sensors. 
Charge 5 says battery is 63%. It’s been 4 days since I did the 3 button reboot, so it’s probably due. I’ll give that a try later this afternoon and also fully charge it. 

[MarreFitbit]

@SunsetRunner Thanks for getting back and the details provided. I do get what you mean. However, as mentioned in the information provided above, you might notice variations between your heart-rate reading on your Fitbit device versus on another device due to the differences in technologies and due to wrist or hand position. I know you're making sure that the wrist strap is tight and also you've taken the time to clean the HR sensors, but please bear in mind this information. 

I'll advise to try resetting the HR monitor as suggested in my previous response and see how it goes. 

I'll be around if you need further help. 

[SunsetRunner]

Tried it and I can’t really see much difference. I shoveled more heave/wet snow last night. I had to stop a couple of times because I was breathing so hard. HR from Charge 5 never got above 126. Walked inside and used the other devices. They were high 140’s. I know this isn’t a medical device, but being 20+ BPM off, isn’t good.
Shoveled for 60 minutes and got 17 active minutes. 

[Wsucoug0218]

I’m seeing the same issue since I did the firmware update last Friday. I do a boot camp for an hour, and usually my HR is between 140 and 160 for most of that hour. Today, it didn’t go over 100. Active minutes are usually around 120 for that hour. Today it was 26.  I tried to delete the activity and manually add it. In the past, if I did a manual exercise entry, it would use my heart/movement data in addition. Now, it enters a flat rate based on time only. 

There is definitely something wrong with the firmware update.