Charge 5 not keeping heartbeat monitor turned on

[Wally_Dzick]

Very pissed off.  My Charge 5 keeps dropping the heartbeat tracking, so i lose the sleep log and very important exercise info.  Anyone else have this problem? It seems to just randomly turn off and I have no idea how to turn it back on, it just comes on by itself.  is there an sure fire way to restart charge 5 to make sure this doesn't keep happening?  Very frustrating to see you have not recorded information.  If it keeps happening I am done with Fitbit.  

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Wally_Dzick. 

Thank you for sharing that you've been having this inconvenience with your Charge 5. I'm sorry to see that you're still having this problem. 

Before considering other options, please let me know if you already tried the three pulse restart method described here below: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition, please follow all the instructions in this article to improve the accuracy of heart rate information, as this has been useful to other users who have experienced something similar. To record heart rate while you're sleeping, it's recommended to wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.

If you're still having the same inconvenience, let me know if this is happening with a specific workout or with any type of exercise. 

I'll be around. 

[Mssxylady]

Having a problem haven't had a heart rate available since Friday 4 days looking to replace Device want to know if this problem is fixable 

[DavideFitbit]

Welcome to the Fitbit Community forums, @Mssxylady. 

Thank you for confirming that you've been experiencing the same problem. 

Could you please confirm if you already tried all the steps mentioned here earlier? This has been useful for other users experiencing something similar. 

If you're still having the same problem, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. You can click here to get connected

See you around. 

[Katie420meow]

I'm also having this issue and I asked to do a warranty exchange since they helped me through all the trouble shooting steps... They told me to switch wrists. Guess what, it's still not working. I'm wondering if I'll get a response, it's just over a month since I purchased so likely too late to return it. So disappointed, I had the same Inspire hr for years and gave it away when I got this one... Support, please help me exchange my new charge 5!

[DavideFitbit]

@Katie420meow Thank you for sharing that you continue to experience this issue with your Charge 5 and for confirming that you already tried a few troubleshooting steps. 

I've been informed that you already contacted the Customer Support team again for further assistance with this and it seems your case is still being reviewed. In this case, they will let you know how to proceed, please keep an eye on your inbox. 

Thanks again for taking the time to share your feedback and comments about this.