Charge 5 not tracking heart rate or sleep

[Vadeelee]

Purchased device Feb 22/22.  Worked great first day.  It has stopped tracking heart rate and sleep. What, if anything can I do to correct?  Wrist roll also not working.

Moderator edit: subject updated for clarity

[Natasha63]

Same here. It was working for many nights and all of a sudden the past two nights it hasn’t. My battery is fine, it is tracking my heart rate and the charge five is up to date.   All the things to check are working correctly.

Please advise on how to reset or fix this issue.

[DavideFitbit]

Hi, I appreciate all the details that you've provided about this inconvenience with your Charge 5, @Vadeelee @Natasha63.  

Thank you for sharing this information about the inconveniences that you've been experiencing with your Charge 5.

Before considering other options, I recommend that you try restarting the device using the three pulse restart method mentioned 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 (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition, please follow the instructions in this article to improve the accuracy of heart rate information and check the information mentioned here about other factors that could affect your heart rate reading, this has been useful to other users who have experienced something similar. 

Regarding the problem to track sleep information, the restart should be of help to resolve this, but in mind that there are some factors that may prevent your tracker from recording your sleep. Please make sure of the following:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device as described in this help article.
• If you slept for less than 1 hour for sleep patterns or less than 3 hours for sleep stages.
• If your device’s battery is critically low.

If you're still having trouble, please wear your device on your non-dominant hand and monitor it for the next few days. In the meantime, for the nights that don't have sleep data, you can manually log your sleep by going to the Fitbit app, tapping on the "+" icon next to the sleep tile > Add Sleep Log and entering your details. 

Hope this helps, I'll be around. 

[Debb2090]

Same problem.  But worse. Bought three days ago.  It won't stay syn'd at all. Have to put back on charger every few hours. Sending it back

[DavideFitbit]

Welcome to the Fitbit Community forums, @Debb2090. 

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

I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, I recommend that you continue the communication with them so they can provide you with the next steps. 

See you around. 

[DebbieAP]

none of this works. I exchanged my faulty Charge 5 for another new Charge 5. Same problems. My Charge 3 tracked my sleep really well, got sleep scores and stages. Nothing on the Charge 5. Tracks heart rate fine so what is going on here. I have spent countless hours investigating and trying fixups but nothing works. This fitbit is a dud and does not deliver whats promised

[DavideFitbit]

@DebbieAP Thank you for all the information that you've shared about this problem. I'm sorry to see that you're still having this inconvenience. 

In this case, since you already tried all the basic troubleshooting steps for heart rate accuracy that are provided in the forums, I do recommend that you get in touch with the Customer Support team so they can let you know if there are any options available for you or so they can provide you with the next steps. Click here to get connected. 

Thanks again for all the feedback and comments that you've provided. The team continues to work to improve the quality of products and services. 

See you around. 

[DebbieAP]

So hallelujah that I tried one last time with one last process to get my sleep data working on my 2nd charge 5 after returning the first. Restart wearable device then delete sleep log  from app and then add it back again. Now working.

[DavideFitbit]

@DebbieAP Thank you for sharing this update and the steps that worked for you. I'm sure this will be useful for other users as well. 

Have a great day. 

[DebbieAP]

Yep. Just dont change your clock face when things are running as they should.  Changed clock face after finally showing the sleep score and stages as dont particularly like Continuum. Had to change back to the Continuum from Target as sleep scores and stages disappeared again. Fortunately no work around needed just reinstalled the Continuum clock face

[DavideFitbit]

@DebbieAP Thank you for sharing this update! 

Keep in mind that you should be able to change to a different clock faces without having any trouble to track your metrics. If you continue to have the same problem when you change to another clock face, I do recommend that you get in touch with the Customer Support team so they can provide you with further instructions or let you know what options are available for you. Click here to get connected. 

See you around.