Charge 5 stopped showing heart rate

[SunsetRunner]

Received my Charge 5 after a couple successful years with the Charge 4.  All worked great for about 48 hours, then the HR stopped showing and the LEDs on the back aren’t on.  Tried everything I could find on the website - charged then reset, cleaned, different wrist, more snug and higher, etc but no luck.  Never had a similar issue with the 4.  Any further ideas, or do I need to get it replaced or even go back to the 4?

Moderator edit: subject for clarity 

[Julia_G]

Hi, @SunsetRunner , have you checked to see whether the HR function is turned off?  Swipe down until you see the settings app and tap to open.  Swipe to find Heart Rate and confirm it is on (tap to toggle from off to on).

I hope this helps.  Welcome to the forums!

[SunsetRunner]

Yes it’s on.  In fact, trying to troubleshoot, I turned it off then back on.  But thanks for the reply!

[Julia_G]

Hi, @SunsetRunner , if you have confirmed that the HR is turned on, and you have tried to toggle it off and then back on again, and done the restart, and you still don’t have any flashing LEDs, then I think you have done all the usual troubleshooting steps without success.  In that case, I would say that it is time to get in touch with Fitbit Customer Support who will help you.  The contact link is here .  If you get in touch by email or chat be sure to tell them all the troubleshooting steps you have already tried, as that will save time.

[SunsetRunner]

We’ll now the screen won’t come on at all (it was still 85% charged as of this mornings sync).  I put it back on the charger just in case, after a couple hours I reset using the button on the charge cable, the logo would flash and buzz, then nothing would wake it.  App can’t find it, can’t pair after deleting, etc.  I did contact Fitbit support via chat and my case “has been escalated” and I should expect an email response… sometime.  Guess it’s dead. Wish I hadn’t already given away my Charge 4.

[SteveOldDog]

I am experiencing the very same problems,  No HR and LEDs on back have gone dark.  Also, noticed moisture inside the top sensor on the back, despite the fact that I have not exposed the Fitbit to moisture - other than my own sweat.  Battery life after recharge is VERY short.

Contacted Customer Support, have a case number and sent along, in reply to an email from Fitbit, a phot of the moisture inside the sensors.

[SilviaFitbit]

@Julia_G Thank you for the assistance provided. 

@SunsetRunner and @SteveOldDog It's great to see you in the Fitbit Community. I appreciate the troubleshooting performed and the detailed information shared. 

I see where your disappointment is coming from. Since you already have a case with our Support team, please continue the communication with them, this to avoid any confusion. Due to the high volume contacts, there might be a delay on their reply, your patience and understanding is appreciated. 

See you around.