Charge 5 stopped tracking my heart rate

[Rallybird]

So i had my Charge 5 since February 2022 and its been on me almost 24/7/365 apart from recharging times. Been swimming, running etc whatever with it. Worth it.

Now today out of blue HR sensor stopped working after i went to the pool (been there few dozen times before with it).

Did restart, did even clear the entire device and unpaired, recharged fully, cleaned it. For a brief moment it worked again after EDA scan mode. But then went off again. The lasers, that can be seen with HR reading are simply not on.

I honestly think this device has had it.

Moderator Edit: Clarified subject

[Julia_G]

Hi, @Rallybird , you could try putting it in a bag of uncooked rice, which is the usual advice for an electronic device that may have got water inside.  The rice will help absorb the moisture.  I would leave it in rice for 48-72 hours and then try the reset procedure again.

Also it is worth double checking that the HR sensors are actually turned on (from the clock screen swipe to the settings menu and check the sensors are on).  If it is set to on but the lights are not flashing, try turning the sensor off, waiting a moment, and then turning back on again.  Sometimes that works.

Good luck and let us know how it goes.  Welcome to the forums!

[MarreFitbit · Accepted solution]

Hi there, @Rallybird. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5 and your time in trying to troubleshoot it before reaching out. I understand how you must be feeling. 

Have you tried the tips and recommendations provided by @Julia_G?

If your device got wet, it’s important to take it off and dry it well before putting it back on. On the other hand, if your device has come into contact with any liquid other than fresh water, you should clean it with fresh water and a soap-free cleanser and dry it with a lint free-cloth. 

If the heart rate monitor is still not working after the suggestions we've shared above, please try 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 Charge 5 once again. 
• Next, confirm that your tracker 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.

Also, for more detailed information, see: What factors can affect my heart-rate reading on my Fitbit device?

[Rairwin]

These instructions do not work on a charge 5. I suspect you have your types of watches mixed up. If you swipe to the left on the charge 5 you will not get to settings. Anyway, I could not see that these instructions were any use to get the lights turn back on the back of my watch. I've only had it for 2 months. This is about the fourth Fitbit watch I have had. I would hope it is covered by warranty but it is unclear how I go about getting a replacement.

[Rallybird]

I ended up getting a new one. Same model. Different colour. 

[RiekoC]

Hello @Rairwin 

You are correct. The instructions for accessing the settings menu on the Charge 5 are incorrect. 

You will need to contact Fitbit support (<-- click link) about getting a replacement for your defective device.