Charge 5 stopped tracking my health metrics data

[MKNEWELL]

My FitBit Charge 5 stopped providing sleep data, heart rate, etc. Is there something with FitBit or the App?  I deleted the App and reinstalled it.  I rebooted my phone but still no luck.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @MKNEWELL. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still not tracking your health metrics data. I understand your concern, I will do my best to help you with this!

In addition to the steps you've tried, please keep in mind the following to make sure you see your health metrics data:

• Wear your device for at least 1 full day (during the day and to sleep at night). Check your stats after you wake up in the morning. Note: skin temperature requires 3 nights of data.
• Make sure the back of your device is in contact with your skin. The band should be snug but not constricting. If you experience any discomfort, loosen the band, and if it persists give your wrist a break by taking it off.
• Most metrics require at least 3 hours of quality sleep. If you move a lot during your sleep or the sleep session is too short, you might not get a reading.
• To track your blood oxygen saturation. For more information, see How do I track blood oxygen saturation (SpO2) with my Fitbit device?
  
  

For more detailed information, see What should I know about health metrics in the Fitbit app?

[RiekoC]

Hello @MKNEWELL 

Since you mention that your Charge 5 isn't tracking heart rate & sleep data, that sounds like an issue with the heart rate sensor.

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.