Charge 5 stopped tracking my data

[Nanared]

My Charge Five has correct time but isn't recording steps, heart beat, etc

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Nanared. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Charge 5 is not tracking your data. I will do my best to help you with this! 

If you haven't done so yet, please restart your Fitbit device as suggested here How do I restart my Fitbit device? Note: Restarting the device doesn’t delete any data.

[Tlouise63]

Same with mine today, May 20, 2024. The display works I can see all of the different tracking information but it’s not tracking actual information I’ve charged it. I’ve reset it multiple times and nothing has fixed it. If anyone has the answer, let us know.

[Michaelg11]

Mine stopped tracking too last 4 days. Ever since the phone app was updated I’ve had multiple different problems. I saw the post about restarting and changing clock faces. But now the sleep tracking and heartbeat don’t work. Time and steps work. I’m not sure I would buy another Fitbit if this is what happens each time updates happen. A previous update bricked my first charge 5. 

[RiekoC]

Hello @Nanared  & @Michaelg11 

Since you mention that your Charge 5 isn't tracking heart rate, that sounds like an issue with the heart rate sensor. The heart rate sensor is also needed for sleep tracking.

Do you see a green light on the back of your Charge 5? The green light is the heart rate sensor. To check, place your finger on the back of the device. You should see the green light when you lift your finger.

If you don't see the green light, the first thing to check is that the heart rate sensor didn't get turned off somehow. To do this:

• Swipe down from the clock face on your Charge 5 until you get to the Settings tile & tap on the tile
• Swipe up until you see Heart Rate & confirm that it's on

If you still don't see a green light, you probably should contact Fitbit support (<-- click link). Once they confirm that your device is defective and if it's still under warranty, they should let you know what are your options under warranty.

FYI - I have seen that support has recommended doing a factory reset for this issue. Some users have reported that this worked to get the green light/heart rate sensor working again. If you want to try this option before contacting Support, this page has the steps to follow: How do I erase my Fitbit? (<-- click link). Make sure to do a sync first as this will delete all your data in your Charge 5. After you do a factory reset, you will need to setup your Charge 5 as if it was a new Fitbit.