Charge 5 not showing heart rate

[JoaquinUY]

Hi all,

I'm opening this topic because some days ago my Charge 5 stopped showing my heart rate.

Instead of reporting my heart rate (let's say, 55), now the device is showing this signal: '--'. It seems that the device is not being able to measure it.

I've tried everything: restart, fully charge it and restart again, tighten the strap, loosen the strap, sync the mobile app, etc.

Would really appreciate any help.

Thanks! 

[RiekoC]

Hello @JoaquinUY 

Do you see the green light on the back of the Charge 5? That's the heart rate sensor. If you don't see the green light, that's why your Charge 5 isn't tracking heart rate.

Have you had a chance to check that Heart rate is enabled in the Settings menu on your Charge 5?

• Swipe down from the clock face until you get to the Settings tile (last one) and tap on it
• Swipe up to get to Heart rate and confirm that it's turned on. If not, tap on it to enable

[JoaquinUY]

Hi, thanks for your help.

Heart rate is enabled. Green light is on (always on, no matter if I wear the watch in my wirst or not). 

I've followed the steps suggested by ManuFitbit in this post, but still no results: Charge 5 heart rate stopped working - Fitbit Community

[RiekoC]

Hello @JoaquinUY 

That's very odd that you see the green light & confirmed that Heart rate is enabled, but you don't see your heart rate on your Charge 5.

Out of curiosity, are you seeing your heart rate graph in the Fitbit app? Are you getting your sleep tracking data & Health Metrics?

I think it might be a good idea to contact Support (<-- click link) about this issue. Complete the prompts until you get the option to chat or call. 

They may have you try a factory data reset on your Charge 5 to see if that will restore heart rate tracking. If they do, please make sure that you do a sync first since the factory data reset will delete all the data on the Charge 5.