Charge 5 no HRV or readiness score

[Parrisgg]

My Charge 5 is not showing HRV or any readiness score. I’ve worn it for it for two weeks all day except for when I shower. I have yet to see a readiness score and my HRV has never registered. I’ve tried unpairing, uninstalling, restarting the device. Nothing works. What can I possibly do to get it to work?

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Community Forums, @Parrisgg.  

Thank you sharing this information about what you've been experiencing with your Charge 5. 

Please keep in mind the following to make sure you see your health metrics data:

• Wear your device for at least 1 full day (during the day and to sleep at night). Check your stats after you wake up in the morning. Note: skin temperature requires 3 nights of data.
• Make sure the back of your device is in contact with your skin. The band should be snug but not constricting. If you experience any discomfort, loosen the band, and if it persists give your wrist a break by taking it off.
• Most metrics require at least 3 hours of quality sleep. If you move a lot during your sleep or the sleep session is too short, you might not get a reading.

For more detailed information, see What should I know about health metrics in the Fitbit app? In case the HRV is being tracked but it's not being shown in the app, please try the following steps as well: 

1. Log out from the Fitbit app.
2. Clear Cache and Cookies for the Fitbit app on the phone's settings. 
3. Restart your phone. 
4. Log back in and check if you're able to see your information properly. 

Regarding the Readiness Score, make sure to follow all the recommendations listed here to receive this information and to keep the Fitbit app updated to the latest version available. 

Hope this helps, I'll be around. 

[Keisis44]

Did you ever figure this out? Same goes here. Is it a placement issue? Thick arm hair getting in the way of the sensors? Moving too much while sleeping?

[DavideFitbit]

Welcome to the Community forums, @Keisis44. 

Thank you for sharing that you've been experiencing the same inconvenience with your data. 

Could you please confirm if you were able to follow some of the recommendations mentioned here earlier? Let me know if you continue to have the same problem afterwards.  

I'll be around. 

[Kdulling]

I’m having the same issue and have followed the suggestions regarding the app ( logging out, etc). I am also Nile getting basic sleep information. Could that be connected?

[Keisis44]

Hi Davide —

I've tried all of those options, including deleting the app fully and reinstalling it. I've restarted the device, the phone, logged in and out, etc. I've also worn the device 1, 2 and 3 finger widths above my wrist bone, at varying tightnesses. At this point, I've had the device for a month and I have worn it every night to sleep, and during the day for the whole day, only taking it off to shower and charge, in the hopes that it would catch on, but still nothing.I only get basic sleep information, and I don't get any data for heart rate variability, breathing rate, SpO2, or Readiness Score. At this point I feel like it may be a faulty device. What should I do?

-Elliot

[SebWotan]

Hello @Keisis44 

At that stage you should contact Customer support and ask for an exchange, due to a faulty device.

https://myhelp.fitbit.com/s/support?language=en_US

[Kdulling]

So I deleted and re-installed the app again.  After re-installing. I went to my premium service and then my readiness score.  It briefly showed my score but if I then tried clicking on the details it disappeared and I am getting no score for readiness anymore.  So it seems that there is a score calculated and stored on the server but not properly being pushed to the app. I don’t have a score/information for activity, sleep or HRV in the daily readiness section. 

[DavideFitbit]

@Kdulling @Keisis44 Thank you for your replies, and welcome to the new users in the Community. 

I appreciate all the information that you've shared and for confirming that you already tried all the troubleshooting steps suggested earlier. 

I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. 

Have a good day. 

[Kdulling]

Hi @DavideFitbit ,

indeed I have been in contact with the Customer Support team.  However, the solution they 

revised did not solve the issues I have. 

[Parrisgg]

I have not had any luck with it being fixed. For some reason I can never get the device to show all of my health metrics. Now the device is displaying HRV, but still no daily readiness score or sp02 readings. Very frustrating. 

[DavideFitbit]

@Kdulling @Parrisgg Thank you for sharing these updates. 

I'm sorry to see that you've still having trouble to see some of these metrics on the app. It seems that other users have been experiencing this problem to see some of the metrics, including HRV and Sleep Score. The team is already aware of this problem and they're constantly working to identify a resolution as quickly as possible. 

Thank you again for all the feedback you've provided so far. 

See you around. 

[Kdulling]

Thank you @DavideFitbit for the update. Let’s hope the team can find a solution to these issues 

[DavideFitbit]

No problem, @Kdulling! Thank you for your reply. 

See you around.  

[Milwaukee]

I'm in a similar boat as these folks--Charge 5 that doesn't show any health metrics except resting heart rate and oxygen saturation.  No HRV, no breathing rate, no skin temp.  No readiness score.  I've done all the basics also--have worn it for 6 days/nights continuously, above the wrist bone, snug.  It's charged up.  I've used chat twice, doing a restart (no change) and turning the heart rate monitor setting off and then back on (again no change). Just cleared cache for the app, uninstalled and reinstalled the app.  No change.  Another post here suggested editing out the health metrics section, then adding it back in.  No change.  

Any additional suggestions?

[DavideFitbit]

@Milwaukee Thank you for confirming that you've been having the same problem with your metrics and for sharing the troubleshooting steps that you already tried. 

It seems that you already tried all the basic steps shared in the forums and other recommendations. I've been informed that you've been in touch again with the Customer Support team for further assistance with this. In this case, I recommend that you continue the communication with them so they can let you know how to proceed. You can click here to get connected. 

Thanks again for sharing your experience and feedback about this. 

See you around.