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]

hello melodiep

which suggestion did help you?

[Brownie41]

Actually, I returned mine. While I actually liked the Charger 5, but after two them I figured there wasn’t much sense trying another one. Also, I’m very unhappy with Fitbit support. After the face came completely off my Fitbit Sense after about 15 months and their response was “ it’s out of warranty” the issue with the Charger 5 was the last straw.


Cheers,
Grover
Not responsible for typos:)
Sent from my iPad

[Hein4950]

Unfortenately those activity trackers of fitbit are the best…
If they cannot repair my Charge 5 and is refunded I intend to by the Charge4

[DavideFitbit]

Hi everyone, thank you for all your replies and updates. 

@Brownie41 @SusanP0558 I'm sorry to see that you had to return your device due to this inconvenience. Thank you for taking the time to share all your feedback and comments about this problem. 

Welcome to the Community forums, thank you for confirming that your device is working properly, that's great news, @Melodiep3!  

@Hein4950 It seems that you already tried all the basic troubleshooting steps suggested to try to resolve this problem. In case you're still having this inconvenience, please make sure to get in touch with the Customer Support team here for further assistance. 

See you around. 

[Keebie_]

So I did a couple trials with this device and if you happen to have tattoos. This device will not read properly. When I put the device on my tattoo, green laser would not even turn on. Put it on my skin and it worked. Not too sure on the technology behind this but sure is interesting.

[DavideFitbit]

Welcome to the Fitbit Community forums, @Keebie_. 

I appreciate the information that you've shared about your experience with heart rate tracking. 

If you feel that you're continuously having trouble to track your heart rate for this reason and you already tried all the recommendations mentioned earlier, I do recommend that you get in touch with the Support so they can let you know how to proceed with this. 

See you around. 

[Brownie41]

Quite frankly it doesn’t mater anymore. After the issues I had with it, the face popping off my Sense after 14-15 months (Fitbit did nothing for me) and my Ionic being recalled (still waiting on recall instructions). I decided to try one of the Apple 7 watches. Have to say I’m very happy with it even though it cost a bit more.
I’ve owned at least five Fitbit trackers/watches and my wife two. Had you treated me right on the Sense I would still be wearing one. But to offer me 35% coupon on a new Fitbit (not on sale) when you had a sale on for 60% off was insulting as far as I’m concerned.

Cheers,
Grover
Not responsible for typos:)

Sent from my iPhone

[DavideFitbit]

@Brownie41 Thanks again for sharing your experience and feedback about the product. 

[SistahSJB]

Thanks. That worked.

[Tlf63]

Did not work.  I must be dead.  No heart rate.  No detail sleep score 

[jmsb]

My issue is a bit different.  My HR goes out several times during the night as if i took my watch off.  Thus it messes up all sleep.  Never had this issue with Charge 2 or Inspire.  This is why i got this watch

[DavideFitbit]

Hi, thank you for all your replies, and welcome to the new users in the Community. 

@SistahSJB That's good news, thank you for sharing this update! 

@Tlf63 @jmsbI've been informed that you already contacted the Customer Support team for further assistance with this, and it seems they've provided yo with some instructions. In this case, they will let you know how to proceed. 

See you around. 

[Hein4950]

Hi there
after I returned my charge 5 for the third time for repair, the seller sent me a new one.
hopefully the heart sensor of this works as it should

[Seriouslyjd]

I doubt it, I’ve had nothing but issues with mine since January 

[SunsetRunner]

Mine does the same thing, I check every night before going to bed to see if the heart rate is fuctonning.

And even then it stops recording during sleep.

So I restart it every time.

Bummer

[NewAusUser]

One may accept needing a reset occasionally. But mine loses heart rate every few days and needing to reset that often is a sign of some very sloppy programming. The old charge 4 never needed a reset. While your geeks are fixing all your bugs, please get them to put back the agenda app and fix the DD/MM on the clock face. Also a decent analogue clock face with tick marks for every minute and a seconds hand, like charge 4 had, is not too much to expect. 

[Hein4950]

Hai everyone

I returned my charge5 3 (three) times to the seller in order to solve this problem with the hart sensor.

I also mentioned that this problem was difficult to solve, according to the community.

Finally they sent me a new one which is working properly (so far 🙂

Thank you all for your comments, wishing you a happy Easter… 

[Nmd123456]

I had a similar issue. The problem was that i moved the app off of my internal storage and onto my SD card. When I moved it back to my phone's internal storage it started to work. 

[USCTrojans]

Go To Fitbit.com And Go To You’re Dashboard 

[dantor]

Why would you by another Fitbit? They are not reliable. Mine gave me a rash, several times it stopped syncing and now apparently my heart is no longer beating. One more problem and I will switch to another brand, hopefully a more reliable one.