Charge 5 not tracking sleep, only tracks heart rate intermittently

[LeeTucknott]

Hi all, my new Charge 5 only tracks heart rate intermittently and if I take it off and tap the sensor a few times. It’s also not tracking sleep at all and doesn’t respond to wrist roll. 

Hardware or software issue?

I have:

restarted it.

updated software.

gone through all help articles to try and resolve issue.

Pretty disappointed so far. 

Moderator edit: format

[DavideFitbit]

Welcome to the Fitbit Community forums, @LeeTucknott. 

Thank you for sharing all these details about these inconveniences you've been experiencing 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 for further assistance with this. In this case, they will let you know how to proceed. Thanks again for taking the time to share your feedback about this device and your experience. 

Have a good day.