Charge 5 not tracking sleep or heart rate

[Husky75]

Purchased Charge 5

Nightmare so far 

won’t record heart rate

wont record sleep 

30mins on to support and no resolution 

Moderator Edit: Clarified subject

[Hein4950]

Sorry Josie, doesn’t work.

[dalem94025]

That worked. I was looking on the dashboard for a reset, and didn't find one.

[sy_b]

I have this as an ongoing problem. If fiddle with it enough I can get it to start recording my heart rate. Trouble is, every time I take it off to charge it (and that's every 2-3 days), I have the issue all over again. It's not reading my heart rate and with no heart rate it won't track sleep.

It's a pain in the rear and not good enough.

I can't believe this is supposed to be an upgrade from my Alta HR. This is causing me more stress than anything else.

[Hein4950]

So it didn’t work , right?

[PremiumIsARipof]

My new Fitbit Charge5 did not record my sleep or heart rate over the last 12 hours.  Never happened with my previous fitbits.  Hope this doesn't persist!

[g3trans]

So far a nightmare device, paid for it three times as much as the lead competitor. Tracks nothing, only shows calories. This device is a  joke. 

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"Only available on Fitbit devices with a heart rate sensor" 

Does the Fitbit Charge 5 not have a heart rate sensor? Or sleep tracking?

Did I pay for a watch?

[SunsetRunner]

Glad you posted this. It fixed the issue for me. 

[Hein4950]

Have the same problems with my charge5. Grrrrr
I have enjoyed using a charge 2 for years and since Fitbit makes the best activity trackers for me, I am considering returning my charge 5 and buying a charge 4.

[Wessss77]

Open a case with support... They don't monitor these boards that much.

Get Outlook for Android

[Hein4950]

Aha, how did you manage to fix this hartrate sensor problem?

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Thkx, done already..

[SunsetRunner]

My sleep is not tracked at all, tracked in separate parts, some days it tracks, others it doesn't. I've tried wearing it tight, loosening it a bit, above my wrist, on my wrist (it even gave me a small skin irritation), reinstalled app, reset the charge 5, restarted it and still, same issues with sleep tracking, syncing is slow or stops for whatever reason (Galaxy S21 5G Ultra), sreen activation when I move my wrist is a hit or miss, sometimes having to do it 2-3 times... Ugh.

I'm done and on my way to return it.

[DavideFitbit · Accepted solution]

Hi everyone, thank you for all the information that you've shared so far about the inconvenience you've been experiencing with your Charge 5. 

It seems that many of you have already contacted the Customer Support team for further assistance; thank you for sharing your experience. If you haven't done so already or if you're new to this thread, make sure that you've tried the three pulse restart procedure: 

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 (the USB connector), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

Regarding the accuracy of heart rate as well, 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. 

If you're still having trouble to track your sleep after the restart, keep in mind that there are some factors that may prevent your tracker from recording your sleep:

• 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.

In addition, 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. Some users have also been able to resolve by changing the clock face option on the device. 

If you already tried all these suggestions and you continue to experience the same problem, I recommend that you get in touch with the Customer Support team for further assistance. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

Have a good day. 

[Hein4950]

Tried everything, unfortunately without success. sent my charge5 to the supplier.

[jojo2022]

I posted in this thread about a month ago when my fitbit charge 5 was not tracking heart rate or turning on the display when lifting up wrist. All of the issues I had with that device were side effects of a power issue and the device would rapidly drain (less than a day to go from 100% to dead) and displaying a red x frequently. I got in touch with support and they shipped a replacement and the replacement has none of these issues. A charge should last a long time (5-7 days approx) and it seems like there are some faulty devices out there that drain *really* fast.

That being said, I have noticed both with the original device and the replacement that on default settings, exercise mode can potentially rapidly drain the power - like if you have 30% remaining, an hour long exercise can leave the device dead. I believe this is the integrated GPS causing this and perhaps relates to it not being able to find a strong signal.

If you aren't getting a long time on a charge without doing an exercise, you may have a defective device. If you find the device's power goes down significantly while doing an exercise, that may not mean there's an issue with the device but you may work around this by switching the gps mode to 'phone' instead of 'dynamic'.

The device not recording heart rate altogether may actually be connected to a power problem but it seems like the on-board GPS may make the battery drain fast which is apparently normal behavior.

[Hein4950]

Thank you for the kindly intention to solve my/our problem with the hartrate sensor.
Know all that, and used the GPS on my phone like advised.

[Wessss77]

I had the same issue and i use the same mobile device...i opened a case
with support and after trying the steps with no resolve, they replaced my
pebble and everything is working correctly on the new one. I can only
recommend opening a case with support to ensure you get it fixed.

[DavideFitbit]

Hi, thank you for all your replies regarding this inconvenience with the Charge 5. 

@Hein4950 I'm sorry to see that you're still experiencing this problem and that you've decided to return the device to the supplier. In any case, I would still recommend that you get in touch with the Customer Support team so they can let you know if there are any other options available for you. Click here to get to connected via chat or call us directly for further assistance. 

@Wessss77 @jojo2022 Thank you very much for sharing your experience with this. It seems other users were experiencing something similar when the battery is draining too fast, but it's good to know that your replacement is working properly. 

See you around. 

[Brownie41]

I'm on my second one and it isn't any better. Never had a problem with my Sense until the face popped off after about 14-15 months of use. Fitbit's answer was its out of warranty so sorry, here's a 35 % discount on a new one. At the same time they had it and some other trackers and smart watches on sale for 60% off so the 35% was just window dressing since it couldn't be combined with anything on sale. Guess I'll return my current charger and return to either my Ionic-never had any problems, or just forget about the Fitbit altogether and get something where the manufacture stands behind their product.

[SusanP0558]

I switched to the Apple Watch and gave the Charge 5 away.  Haven’t looked back.

[Melodiep3]

Thank you! My Charge 5 was recording sleep and heart rate for the first week and then quit. I must have accidentally changed the settings. Thank you for the suggestions. It is once again tracking my heart rate and the wrist lift function is working again. The sleep record will probably resume as well now! Thank you again! Much appreciated!!