Charge 5 stopped tracking heart rate

[Oliie]

Fitbit Charge 5 stops tracking heart rate. Works fine then randomly stops... no lights showing under the watch and '--' showing under the heart rate icon on the main screen. Heart rate tracking is switched on. A reset fixes it, but then it happens again after a couple of days.

I have an open ticket but no resolution yet. Anyone else had the issue and know how to fix? Or is my unit needing to be replaced?

Thanks!

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Oliie.

Thanks for the details shared in your post and for already trying to resolve the issue and contacting our Support team. I understand your concern and recommend that you continue working with our Support team since they have already all the details and special tools to continue assisting you. I know they will be glad to help you out and provide a solution.

For more information about factors that can affect your heart-rate reading, see What factors can affect my heart-rate reading on my Fitbit device?

See you around.

[Oliie]

Thanks for the reply.

Unfortunately it's been a few days and I've not yet head back from Fitbit Support. How long do responses to issue usually take? 

Thanks

O. 

[jbethea]

I've been noticing the same thing with my Charge 5 as well.  I've tried moving the placement to different parts of my wrist as well as changing the tightness to see if that was a factor but it's been non functional for most of the time I've worn it.  I'd be interested to know what the support folks tell you 

[LiliyaFitbit]

Thank you for your reply, @Oliie. Welcome to the Fitbit Community, @jbethea.

@Oliie I understand your concern. Due to the high volume contacts, there might be a delay on their reply, your patience and understanding is appreciated. 

@jbethea Thank you for joining the thread and sharing that you're experiencing the same issue with your device. I appreciate your efforts to resolve this. I was able to see that you have already contacted our Support team, please continue working with them. 

Have a good day.

[IronGardener]

I'm experiencing the same problem.  My Charge 5 simply stops recording data and I get nothing or "--" instead of data for my heart rate.  Tried a reset and it made not difference.  Very frustrating and considering a return.  Lots of bugs/glitches in the Charge 5

[Andreaslu]

I have the same problem but it happens every day multiple times. It Also doesnt track 1/3 of my sleeps. I had an inspire hr that worked with no problem. 
is this device crap or should i try to exchange this particular one? And of course i follow the instructions on how to wear it.

[jbethea]

I tried to return my Charge 5, best support could do was offer me an RMA…I ended up buying a Polar M2…no issues with that reading my heart rate with my tattoos.  I honestly think they cheaped out on the heart rate sensor with the new hardware.  Never had this issue with the four other Fitbit’s, but sadly I’m not using their product any longer.  So, sadly this ends my fitness tracking with Fitbit.  Hope the rest of you get a better answer to your questions, or at the least get your money back or a working tracker.

Jeff

[Kattabor]

Hey,

I had this same issue. I would be mid workout and it would stop tracking, or the heart rate would start decreasing then go to the two lines  --

They sent me a new Fitbit after I escalated it and sent several videos showing this happening, however unfortunately it is still happening with the new device which leads me to believe it is just not as good as previous Charge devices (having had one since the original). 

Support folks told me to -

Restart the device from the screen

Restart the device from the button on the charger

Make sure it is the OG Fitbit strap

Try a different wrist/moving it on the arm

All of these didn't work and haven't been working with the new one they sent through.