Charge 5 stopped recording heart rate

[Pietrobot]

Hello, my Charge 5 stopped recording heart rate for the past 2-weeks. What do I do? I've restarted and did the suggestions, but still not recording.

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Community forums, @Pietrobot. 

I appreciate the information that you've shared about this issue with your Charge 5 and for confirming that you already tried some troubleshooting steps. 

If you haven't done so already, I recommend that you try restarting the device using the three pulse restart method mentioned here below, instead of the restart option found on the Charge 5 itself: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition, please follow the instructions in this article to improve the accuracy of heart rate information and check the information mentioned here about other factors that could affect your heart rate reading, this has been useful to other users who have experienced something similar. 

However, since you mentioned that you already tried a few steps. If you already tried all the steps suggested and you're still having the same problem, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

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.

See you around.