Charge 5 no heartbeat score

[NevilleCharge5]

For no apparent reason, I am no longer seeing a heartbeat score. Checked with online chat, reset as advised. Still no heartbeat score and still no green light on the back. Anyone experienced the same or similar problems and got a solution?

[Gr4ndp4]

Hi, @NevilleCharge5, welcome to the community, may I suggest you review the HR setting on your Charge 5 From the clock screen swipe down to "Settings" then swipe up to "Heart Rate", make sure the slider is in the "On" Position. The green LED should flash for a few seconds as it seeks your pulse on your skin. If it's off your wrist pick it up and place a finger over the LED or place the Charge 5 against your wrist. I assume you have not recently had a Tattoo on the wrist or developed scar tissue that will stop the HR LED/sensor array from working.

I hope this helps, let us know how you get on.

Cheers

[NevilleCharge5]

Thanks.

I also got this info in an email from the Fitbit team (and it worked):

It's a real pleasure to continue helping you via email regarding the situation with your Fitbit not working the heart rate. 

1. Swipe down from the clock screen to find the Settings app on the watch itself.
2. Open the Settings app Device Info Clear User Data.
3. Swipe up, then press Hold 3 Sec for 3 seconds and release.

Then open the Fitbit app on your phone and setup. 

1. Tap the Today tab  Then tap Devices .
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

[RiekoC]

Hello @NevilleCharge5 

Thank you for letting us know that the instructions that support gave you worked.

If this happens again or for any other user who is going to use the instructions, please do a sync first. If a sync isn't done first, then any data that wasn't synced to the Fitbit app will be lost. "Clear User Data" is the equivalent of doing a factory reset and removes all your data from the device.