Charge 5 is not tracking my heart rate anymore

[Snowhitegrl]

I just noticed recently that my heart rate monitor is not working.  I’ve tried cleaning the sensors, updating the software version and restarting my device to resolve it and I’m still not having any luck.  What can I do to fix this? 

Moderator Edit: Clarified subject

[Julia_G]

Hi, @Snowhitegrl , have you checked to confirm that the heart rate is set to ON?  Swipe down from the clock screen on your device until you come to settings.  Tap to open and swipe up to find the heart rate setting and tap to toggle between on and off.  If it is ON but the heart rate is still not working then tap to turn off, wait a moment, and then tap to turn back on.

Remember that in order to read your heart rate your Fitbit will need to have good contact with the skin on your wrist.  For troubleshooting issues that can affect the heart rate reading, please see this help article .

I hope this helps.  Welcome to the forums 

[Snowhitegrl]

I checked and the heart rate monitor is showing toggled to “On”. I saw a troubleshooting article to turn it off, sync my app, turn the heart rate monitor back on and re-sync to resolve it. But it’s still not working.

Are there any other tips I could try?

[Julia_G]

Hi @Snowhitegrl it toggling it on and off and syncing did not fix it, then I would recommend setting it up as a replacement device.  That will give it a full refresh and may hopefully fix your issue.

To set it up as a replacement device, make sure your Fitbit has a good charge (I would recommend at least 40%) and then follow the instructions for setting up from the start: How to set up my Fitbit (in case you need a reminder…)

The only difference is that when you try to set it up you will get a warning message saying “you already have a Charge 5 connected to your account, do you want to replace it?”  Confirm that you do and carry on with the fresh set up.

If that doesn’t solve the missing HR feature then it might be time to get in touch with Fitbit Customer Support on Contact.fitbit.com 

[RiekoC]

Hello @Snowhitegrl 

Do you see a green light on the back of your Charge 5? To check, put your finger across the back of the device, then lift your finger. You should see a green light when you lift your finger. The green light is the heart rate sensor. If you don't see the green light, then you have a defective device and should contact Fitbit support (<-- click link)

[Texsun]

I’m is working as well as before the software update. It’s very frustrating. I’ve own & worn multiple Fitbit Charge , but they know they have a problem with it & the 6 is no better than my 5. Google fix the problem!!

[Snowhitegrl]

The green LED wasn’t working before but after trying all the troubleshooting, it seems to be working again and the problem has been resolved. I’m guessing it needed time after the reboot and syncing to start working again. 

[RiekoC]

Hi @Snowhitegrl 

Thanks for letting us know that your Charge 5 heart rate sensor came back on. Hopefully, you won't have any further issues.