Charge 5 not recording heart rate when tracking exercise on the app

[Jellyjud]

Charge 5 only records heart rate data when starting stopping with the band. If I use the app it doesn't record heart rate

[DavideFitbit]

Hi, thanks for sharing that you've been experiencing this problem with your Charge 5, @Jellyjud. 

Let me know if you're referring to the exercise app on the device. In the meantime, please complete a three pulse restart following the steps 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 within 8 seconds, holding each press for about 1 second.
3. Wait 10 seconds or until the Fitbit logo appears.
4. If the device doesn’t restart, wait 15 seconds to try again.

If you continue to have any problem, try turning the Heart Rate feature Off and then back On on your device's settings. 

Hope this helps, I'll be around.