Charge 5 stopped tracking my heart rate data

[Witzerd]

Hey folks. Have tried restarts and cleaned the sensors many times, checked for updates, repositioned on wrist, changed arm.  Heart rate monitor stopped working a couple of weeks ago can’t seem to figure it out. No green light emits from the back. Device can’t seem to hold a charge very well now either. Any suggestions would be helpful. Thanks! 


Moderator Edit: Clarified subject

[RiekoC]

Hello & welcome @Witzerd 

Since you've all the recommended troubleshooting steps without success, you should contact Fitbit support. Click here for links to contact them via chat, text, or direct message: Fitbit support 

[MarreFitbit · Accepted solution]

Hi there, @Witzerd. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. 

In addition to the steps you've done, please confirm if you've also tried the following:

• 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.

If the above doesn't work, please follow @RiekoC's advice and chat with us online or give us a call. Click here to get connected.