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]

Hi Katie
Unfortunately it’s a problem with the hart sensor that can’t be fixed, despite what the seller or fitbit claims.
I returned my charge5 up to 3 times for reparation (Including screenshots of a interrupted heartbeat ) before they sent me a new one.
Which is working fine so far..
Succes and greetings, Hendrik

[Thenewman]

This is my fourth charge 5 and STILL the product is faulty. No matter how many times you say do this order that it still does mot work. They should be recalled or the company should be prosecuted for selling a product KNOWN to be faulty. Fitbit are committing fraud.

May 12 was the last time my heart rate was recorded for a full day. It never records if the band stops moving. Utter garbage and yet all customer services can do is send out another faulty replacement. I know, I  have had three of them!

[cmomsied]

Thank you. I’m on my second Charge 5 and it worked for a while. Now it’s
starting to not track sleep , etc.

[SistahSJB]

I had a Charge 3 and I think it was better in a lot of ways than the 5. I'm not sure you should wear it tight on the wrist. It needs to be easy to turns so you should wear it loose. Resetting did help with my problems so perhaps you can try it again.Good luck.

[cmomsied]

Thank you.

[Tiffanybriz]

Thank you for your help Hendrik. I think I might go back the Fitbit 4. It's
a shame.

Alex

[Hein4950]

Hi Alex
Which is a good alternative with almost the same functionality.
Succes… Hendrik

[Katie420meow]

How did anyone successfully get a warranty exchange or product replacement?
Support keeps telling me it's working fine but it's literally not working.
They tried to blame my tattoos for it not reading my heart rate, but my
inspire hr worked great. I asked if I could exchange it for a new inspire
and they said no. They also won't give me a new charge 5 (even though I
don't expect it to work based on the feedback). I wear it tight, I wear it
loose, I've restarted it numerous times, it worked great the first month
and then never again. I'm so effing disappointed, what a waste of $120 and
I gave away my old inspire that worked fabulously because I thought I had
upgraded myself.

[Lindachocolate]

I was on the phone yesterday w/ Fitbit's customer service- for OVER 40 minutes. The reset button on the USB cable, pressing 3x did NOTHING.  Multiple times. The issue of no record of sleep & no heartbeat has happened before. I find the Fitbit Charge 5 to be COMPLETELY unreliable.  I requested this REPEATED issue to be addressed by supervisor  - hours later, I recd an email, & since this is ALREADY a replacement that they sent me months ago, & watch has exceed warranty period, there's nothing more to be done ! Honestly- there are articles on Google about this issue & others re the Charge 5, & no mention of WHEN it will ever be fixed. This has been a problem w/ this watch soon after getting it & it records HR intermittently.  REALLY REALLY deplorable. I have trouble shooted all possible options - except factory reset,  which I am not willing to do.

 resolved.https://www.engadget.com/fitbit-charge-5-disconnection-fix-210142988.html

[Hein4950]

Hai Linda & everyone
This problem with the hart sensor cannot be fixed, and has to be refunded (so you can choose to buy either a new charge 5 or a charge 4).
So what is mentioned as ‘problem solved’ at the end of your post is not correct (to put it mildly) Greetz

[cmomsied]

I have had the exact same problem as you.  The replacement Charge 5 is also erratic.  I know Fitbit reads these remarks because one of mine wasn't allowed to be posted.  I am so frustrated. they at least need to do a firmware update or recall.

[Katie420meow]

They won't even give me a replacement so I'm baffled how all of you got
them. They told me it's my tattoo now. Which is fascinating since my wrist
was tattooed when I had the inspire hr and that always worked perfectly...

[Hein4950]

Yep, whats the difference between a tattoo and a dark skin 🤔

[Lindachocolate]

You are correct - the word 'resolved' should NOT be there. I didn't see a way to edit what I had written.
Note : Fitbit is taking ANY accountability with this issue as they sent a replacement watch when this started happening a few months after the Charge 5 started to fail. Now, I am out of warranty as it's been over 1 year since the replacement which translates to : OUT OF LUCK.

Thank you for your response & if there is a way to edit what I have posted, please advise. I do want to leave the post up if it's that over deleting it.

[Lindachocolate]

Thank you for reading my post. if the watch is under 1 year old, it is covered by their warranty- the replacement extended the life of my original watch by a few months - now it appears we are s.o.l !
Fitbit : what say you ??
Your dissatisfied customers are waiting for you to resolve this 'glitch ' or in the alternative, send replacement watches that will last !!

Moderator edit: format

[DavideFitbit]

Hi everyone, I appreciate all the feedback and comments that you've shared about this issue with the Charge 5. 

There are some general recommendations that are usually helpful to resolve problems with sleep tracking and heart rate. If you're reviewing this thread for the first time, please make sure that you've exhausted all the troubleshooting options mentioned here earlier. 

In case that you continue to experience the same issues with these features, my best recommendation would be that you continue the communication with the Customer Support team so they can let you know how to proceed. You can click here to get connected. 

I'm sorry to see that many of you are still having problems with sleep and heart rate tracking. The team continues to work to improve the Fitbit experience and your feedback is big part of that process.

[Anonimouse]

I've just upgraded from Inspire 2 (broken under warranty) to a Charge 5 to days ago. The HR tracking and sleep tracking is not working. After reading this thread and trying all the "fixes" I contacted support via chat. They told me:

We’re currently working to resolve it and hope to have a fix soon. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

What kind of response is this when a newly bought product is faulty? I'm not patiently going to wait for a "fix soon" that people already had a year ago. 

Is it really unfixable at the moment?

[Katie420meow]

Mine still isn't working and they stopped responding to me so I gave up on
support. No offer of a warranty exchange or anything. I did buy a new strap
on Amazon that keeps the watch on my wrist better so my heart rate does get
tracked a bit better but I still have not gotten a sleep score even after
wearing it every day for 2+ months. It tracks about an hour of sleep each
night and reminds me to continue wearing the tracker. It's so frustrating
and I hope they fix it. The latest update only seemed to help the battery
life.

[Hein4950]

Yep, insist in getting a new one (in my case it works) or a refund.

[cmomsied]

After getting a second Charge 5 and that one was no better, I returned it
and am back to wearing my old Charge 4.