Charge 5 sleep and heart both not working

[Museric]

Unbelievable that brand new out of the box with full set up and updates it will not do these two basic functions. I tried all the convoluted ways of trying to get it working (power off, reset, different band placement, etc) looks like I should have gone Apple Watch.

[DavideFitbit]

Hi, welcome to the Community forums, @Museric. 

Thank you for all the information provided about the issues you've been experiencing with your Charge 5 and the troubleshooting steps that you already tried. 

From what you mentioned, it seems that you already tried the basic steps provided in the forums to resolve problems with heart rate and sleep tracking. If you continue to have the same problems, please make sure to get in touch with the Customer Support team for further assistance with this. 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. 

Thanks again for sharing your feedback about the product. 

See you around.

[sassytexan19]

I bought my fitbit 3 weeks ago, it did not register sleep, I returned it and got another one which does not register sleep.  I am now on the phone with support because when I called them last week they had me restart to see if it would fix, wait 3-5 days and call back if not fixed.....it is not fixed.....it now seems to me that fitbit is selling a product they are clearly aware does not perform as advertised and they simply don't care........

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Customer support has no idea what the problem is.........they want me to do the same thing and call back again if it doesn't work........the next CSR doesn't know what the problem is, has me do the same thing, and call back if it doesn't work..........bottom line is this is the 2nd fitbit I have purchased in the past 3 weeks and it doesn't perform as advertised.........why?

[Sigmet007]

I had similar issues during the 1st couple days of ownership, turns out its my tattoos. I have ink on my wrist and right forearm. I also have ink on my left forearm. As soon as I moved it to my left inside wrist (no tattoos) it worked fine. I also found the sleep function works best a little further up your arm. 

[DavideFitbit]

Hi, thank you for all your replies with these updates. 

@sassytexan19 It seems that you were able to continue the communication with the Support team and they've sent you some instructions. Please make sure to check if you received their reply or check on your spam folder as well if you're not able to find it. 

@Sigmet007 Thank you for sharing your experienced with this and for sharing the steps that were helpful for you. 

See you around.