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

[EmQuigley]

I used to have a fitbit in 2020 (it was a charge but dont know what #) and it worked like a charm. I got a charge 5 for Xmas in 2021 & it SUCKS. First, it came with 6 months premium which never got activated bc there were no instructions- it just said "6 months free premium" on the box. And it barely tracked heart rate (i mean maybe 30 mins out of the whole day sporadically). I tracked 1-2hrs of sleep. So i troubleshot everything & after 6 months of putting it off I called fitbit & they sent me a replacement. I tried on the replacement and it worked the first night - read 8hrs of sleep & tracked my hr most of the day. But the next day it sh*t the bed again and hasnt tracked a full nights sleep. Sometimes the hr will work throughout the day but if it decides not to - i have to bring it home & plug it in and do the 3 button tap reset (which is bullcrap). And still if i do that it wont track sleep. SOOO i called again and they sent me ANOTHER one. And that one worked even less. It won't even read my HR for one second. I swear its not a user error - i wear the band right (my old one used to work) i sleep like a mummy - seriously the way i sleep is not effecting how it's reading. I troubleshot everything. I want to sell piece of crap for an apple watch. I'm sick of checking my watch all the time obsessively to see if it's working. Now i have 3 and 2 dont work for HR at all and 1 works mehhh kinda. Fitbit sucks. 

[Tiffanybriz]

Just cracked it! Just upgraded from Charge 4 to 5. Sleep was also the most important thing for me. Scrolled up/down (can't remember which) and saw that 'sleep' was off. Just clicked it and now it's on. If it doesn't work tomorrow I'll report back but assume its sorted.

[macalasMum]

I've noticed alot of people having this issue... Fix it now

[DavideFitbit]

Hi everyone, I appreciate all the information that you've shared about this inconvenience with heart rate information and with sleep tracking. 

If you haven't done so already, please make sure that you already tried all the steps mentioned here earlier, as they have been useful for some users. 

If you already tried all the steps suggested and you're still having this problem, I recommend that you get in touch with the Customer Support team so they can provide you with the next steps. Please click here to get connected. 

Thank you for the feedback provided; our team is always working to enhance your experience and your feedback is a big part of that process. 

[dheber]

I did not have these problems with my charge 4 or the previous models.  This is unacceptable.  How do I make a formal complaint.

[Hein4950]

Return to seller. Fitbit gives 2 years warranty, and seller is (in Europe) bound to the conformity principle.
Not always easy, I returned my charge 5 three times before they sent me a new one.
Greetz, Hendrik

[Harfst]

Interesting indeed ! i cant wear it on my left arm due to the tattoo's

And right arm i need to wear it high on the wrist (which is uncomfy) , but it is finally working.

Really not to happy about this tho , but thanks for sharing !

[cmomsied]

I have to keep restarting mine every 3-4 days for it to record sleep and heart rate

[lincowles]

Same here.  I wear my Charge 4 at night and it gives me accurate and reliable sleep scores.  Once in a while I try my Charge 5 and it never records sleep.  I've done all the steps mentioned plus talked to support numerous times.  Nothing works.  It's a pain switching devices every morning and evening but my sleep score is that important to me.  I'm currently looking for a different device, after having Charge 2, 3, 4 and 5.  Never again.  It's just unbelievable to me that you people can't fix this problem.  

[cmomsied]

I agree with you. I’ve owned Charge 2 and Charge 4. They would even record
my A-fib episodes night and day.
I had an A-fib episode 2 days ago and it didn’t record or show my sleep
pattern. I had to reset the Charge 5 ONCE AGAIN. I’ve had this Fitbit for
20 days and nothing but malfunctioning.

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Update: I am returning the Charge 5 tomorrow, it is still in the 45 day return time.  Fitbit customer service is of no help at all.  I am looking for another kind of fitness tracker.  In the mean-time I will be using my old Charge 4.

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None of the steps recommended by customer service have worked.  I've tried them several times.  I am returning the device for a refund.

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Fitbit gave me the option of a replacement rather than a refund seeing it’s within the 45 day return window, so I will give it one more try only. 

[Tbirdfit]

I got the Charge 5 for Christmas and it has been rubbish. I previously had a Charge 2 which was very reliable. This 5 misses most of my call and message notifications, the screen only lights up on wrist lift approx 50% of the time. And more recently it’s been failing to record my sleep and steps. I’ve had to reset it every couple of days for the last week and it still keeps going wrong. Stats show on my Fitbit, but then I try to sync to the app and it gets stuck, have to reset and then all the stats are lost. Very disappointed in this product after having 3 previous Fitbit’s. My husband is now using my old Charge 2 with no issues at all and I’m wishing I’d just kept that and not bothered upgrading!!! 

[DavideFitbit]

Hi everyone, thank you for all the updates that you've shared about this so far. I'm sorry to see that many of you are still having some of these problems. 

If you're new to this thread as well, please make sure to review the basic troubleshooting steps mentioned here earlier. These are some general recommendations and steps that have been useful for other users having similar problems. 

If you continue to have the same issues after all the steps mentioned, please contact the Customer Support team so they can provide you with the next steps; they have specialized tools and will let you know what are the options available for you. You can click here to get connected and chat with us or give us a call. 

Thank you for all your comments and feedback about this. 

See you around. 

[AKLDave]

Still no resolution on the GPS draining the battery after exercise and now it won’t even track sleep any more. This is the worst Fitbit ever!

[SistahSJB]

Swipe the screen up for device/settings functions. Swipe left/right for additional user functions. And of course swipe down for basic user functions.Hope that helps.

[KimP912]

Where is the button you are suppose to tap on the charger?? I don’t have one 

[cmomsied]

It’s a little round flat one at the end where you plug it into power to charge. 

[Tiffanybriz]

Thanks for your message.

My Fitbit 5 isn't even charging. I'm sorry if I was unclear about this.

[Katie420meow]

Hi! I've tried all the things and still having trouble. I dont get sleep or heart readings no matter how tight it is on my wrist. I have contacted support with no luck in getting this resolved. It worked for just over a month. 😞

[cmomsied]

So frustrating. I have to keep resetting/starting mine then it will work
for a little while and back to restart again. Once I had to do a whole
reinstall per customer support.

[Katie420meow]

Yes, i've tried that a few times and it works for one day. i was also
advised to wear it uncomfortably tight on my other wrist and that honestly
doesn't help, my inspire hr was so great and im honestly just angry i gave
it away and wasted money on the charge 5 and support is not responding to
allow for an exchange or anything.