Charge 5 stopped syncing my heart rate data

[morganh2]

Over the last few days my fitbit charge 5 has not been able to detect my heart rate or track sleep data. I’ve noticed that there are no lights coming from the sensors anymore so something may be faulty? Prior to the firmware update my fitbit had frozen on the fitbit logo for half a day. Once the battery completely ran out, was recharged and the firmware was updated, the sensors are now no longer working. I am able to sync my phone (iOS) and see step count but no other metrics appear. The sensors are otherwise clean, and I have tried to restart from the device and by pressing the charger button x3 to no avail. This is pretty suboptimal for a health tracking device! Would appreciate some customer support

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @morganh2. Welcome to the Fitbit Community Forums. It's sad to hear that your Charge 5 is still not tracking your heart rate despite the steps you've done so far. I understand how you must be feeling, we‘re taking your comments and sentiments in regards to our products into consideration. I'll do my best to help you with this. 

In addition to the steps you've tried, please try the following steps to reset your heart rate settings:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Charge 5. To do so, open the Fitbit app, tap on the Account icon, tap on your Charge 5's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch once again. 
• Next, confirm that your Charge 5 is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Additionally, please take a look at this help article What factors can affect my heart-rate reading on my Fitbit device?

[JCC5]

I've noticed the same problem as of 12/30 (picture below). The app on my phone no longer displays any data for heart rate. I used to see continuous heart rate monitoring data that was very useful for both fitness, wellness, and mental health throughout the workday. Has this been phased out? I tried all the suggestions I found in these forums so far (turning off heart rate on the tracker, then resetting, then turning on again; also tried unpairing and repairing the device on my Android phone). I have the latest firmware update on both the tracker and the phone. The tracker seems to be monitoring and displaying heart rate fine on its own. It's not linking with the app for some reason. Please advise!

[RiekoC]

Hello @morganh2 

Just want to confirm that you don't see a green light on the back of your Charge 5, right? You can double check by putting your finger over the back of the device, then lifting your finger. If you don't see the green light, then you have a defective device and should contact Fitbit support (<-- click link).

[RiekoC]

Hello @JCC5 

Since you mention that you're seeing your heart rate on your tracker, it sounds like your heart rate sensor is working. If you're seeing a green light on the back of your tracker, that would confirm your heart rate sensor is fine.

The Fitbit app should still show continuous heart rate monitoring graph, although real time heart rate is currently not available. That feature wasn't phased out.

Based on the information you provided, it seems like your Charge 5 is not syncing with the Fitbit app. Is it only your heart rate data that isn't syncing or are you having issues with any other data not syncing with the app? This page has the recommended troubleshooting steps to try: Why won't my Fitbit device sync?

[JCC5]

Hi,

Yes, I do see the green light. I used to be able to see semi-continuous
heart rate data on the graph within the app. It doesn't seem to be syncing
any longer. Other data is being updated like steps, though my linked credit
card wasn't working for a transit card reader today - the reader said the
card is expired, which it is not. Are these related sync issues? Thanks for
your help.

[RiekoC]

Hi @JCC5 

The card issue you experienced could be due to the syncing issue.

Have you had a chance to try any of the troubleshooting steps in the help page for which I provided the link? If not, that's the first place to start.

Although it's not mentioned as a troubleshooting step, some users reported that they had to turn Wi-Fi off, then on again on their phone to get their Fitbit to sync again with their phone. It might be worth a try.

[JCC5]

Hi ReikoC,

I tried all the troubleshooting steps. Oddly, the data had come back late yesterday for no particular reason, but then today's data is again missing or not syncing. The WIFI tip unfortunately did not correct this. The good news is that I was able to get the credit card working again by deleting the card and adding it again. I'm a bit puzzled, but will hold out hope it's corrected in an update or something. 

Thanks--

[morganh2]

Hi @MarreFitbit 

Unfortunately going through this reset process has not made a difference. As per @RiekoC suggestion it appears that the sensor has stopped working, there is no green light anymore suggesting a defective device. Thus my heart rate and sleep data has not been tracked or recorded, other data (steps) has been syncing without a problem. Also the topic of this thread has been changed for some reason, although the issue i was initially raising is different to data not syncing on the app!

In light of these ongoing issues, is there a way I can obtain a device replacement?

 Regards,

 Morgan

[RiekoC]

Hello @morganh2 

Since you confirmed that you have a defective device (no green light), you should contact Fitbit support (<-- click link).