Charge 5 no longer records heartbeat and SpO2

[AndyMiddleton]

Charge 5 no longer records heartbeat and SPO2. When this happened I got completely zero scores on the App. Had to reconnect App and device which didn't happen. App failed completely.

Did get it back in a few hours. However, website seemed to have utterly changed and reports are entirely different. No notification at all that this might happen!

Can never get in touch with Fitbit directly, only via the community. Need to look at an alternative now unless I get information about what I can do to put all this right.

Please email any responses.

Moderator Edit: Clarified subject.

[RiekoC]

Hello @AndyMiddleton 

This is the link to use for contacting Support (<-- click). Complete the prompts until you get the option to chat or call.

Since you mention that you aren't getting heart rate or SpO2 data, that indicates to me that your heart rate sensor (green light on the back) isn't on. Are you able to see the display on your Charge 5? If so, have you had a chance to confirm that Heart rate is turned on in the Settings menu of the Charge 5?

[AndreaFitbit]

Thanks for getting back to us @AndyMiddleton. I'll be glad to assist with your Charge 5 heartbeat inquiry. Thanks for mentioning the steps you have followed in order to correct this.

Please reply to RiekoC questions and check help article: What factors can affect my heart-rate reading on my Fitbit device?

Thanks for your assistance @RiekoC.