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

[TheAshura]

I have been a Fitbit user since 2015 and I never faced as many issues as I just did with the charge 5. A month ago it stopped working out of nowhere, the screen went black but was still vibrating, and would restart and show off the logo while going through the troubleshooting process then go back to the black screen. I sent It to them for repair and Fitbit sent me a replacement two weeks ago. And even though it supposed to be a brand new tracker, everything is faulty, it tracks my heartbeat and sleep whenever it wants, or even during a workout it would just stop tracking my heartbeat. Yesterday I trained in kickboxing for 2 hours and the whole time there was no heartbeat at all, make it make sense ?! 
i think I will return to my charge 4 or inspire HR or even use my girlfriend Deluxe because I can’t deal with this.

[cmomsied]

I had the same problem with the Charge 5. the replacement was no better so I returned it and am using my Charge 4 again. My Charge 5 had the older version installed and it wouldn't automatically update either.

[TheAshura]

What did Fitbit said after you returned it ? Cause they told me to return the replacement as well for investigations .

[cmomsied]

They didn't say anything.  Nothing about investigating problem...

[TheAshura]

That’s insane ! 

[Hein4950]

Hi, the repair team (netherlands) kept returning my charge 5 saying that they couldn't find any problems : -( The third time that I returned it to the seller I insisted in giving me a refund and shortly after that they sent me a new Charge5 which works normally since march this year.
Try to get a refund (2 years warranty) and buy a charge 4 instead, is my advice..

Sent with a Spark

[Tiffanybriz]

Thank you! I will. It seems to be the consensus.

[SunsetRunner]

No David, sorry so far this thing has turned into a **ahem**. A person needing an HR monitor far from needs to go through all these steps after such a short time.

My device is just over 30 days, the HR will no longer send data to phone or hasn't synced since 9 hours ago. The sleep function is garbage the fact that the OS requires 3 hrs sleep to register info, yet NEVER includes those 3 hours, but it will register a daytime nap, is a problem.

And before you ask, yes EVERY troubleshooting option has been used.

[Assertivepeach]

That did the trick, I forgot how to get there. Mine stopped working on me since 8am this morning. Stopped tracking steps, heart rate, calories being burned, and my walks I take my dog on. The battery got drained really fast as well. We will see if this fixes everything. 

[m-s-weaver]

I purchased the charge 5 myself and had the same problem.  I tried everything,  that everyone on line said and nothing worked. For months disappointed. The other night I put the watch on the inside of my wrist,  it works perfectly,  tracking my heart rate and sleep patterns. 😊 

[yarinkel]

Same here. Brand new Charge 5, died for no reason. Replaced it with a new Charge 5, this one randomly stops recording HR every other day (back light actually stops pulsing for no reason). Only advice from support is “just reboot the device.” Then the problem just starts again…

[m-s-weaver]

Not saying that this would work. But try putting it on the inside of your wrist. And I also purchased a dinner band. I have not had any problems since I did this. Good luck

[Tiffanybriz]

Thank you. I will.

[KmoneyFTW]

I have done all of this and still am not relieving advanced sleep metrics. It has been over a month since I have received my sleep stages. It's quite frustrating.

[cmomsied]

I finally returned the Charge 5 and went back to my old Charge 4.

[Katie420meow]

I gave up, it never worked. Would have loved an opportunity to return it or
at least do a warranty exchange.

[Trishfish165]

Ugh. I wish I had read all of this before I bought my Charge 5. I'm having these exact issues. The thing went dark and completely stopped working for almost a week, and then mysteriously decided to boot up again out of nowhere. However, the green LEDs that track heart rate are no longer activated, and 8 no longer get heart rate or sleep data. What is the purpose of the device then? I can tell time and track steps on my phone. This thing is a piece of junk. I wish my Versa 2 hadn't died. 😒

[Tiffanybriz]

My sympathies. Fitbit don't seem to acknowledge the problem unfortunately.
Send it back.

[sumo]

This does not work .  My Charge5 is a disappointment.  Will fitbit exchange for a charge4.  

[Tiffanybriz]

Yes - if you are within your warranty time. They are not keen to do this
but its your right.