Charge 5 stopped tracking my heart rate

[braams]

Hello,

After the latest Charge 5 update I have had some issues with charging battery, however the factory reset fixed this. What is still not working is the heartrate monitoring, the lights on the back stopped entirely and it has not been registering my heartrate for a few days now. I have tried the solutions which are in the faq and multiple posts here (factory reset/turn hr off, sync, turn off, sync/ etc) but nothing is working. When I try the EDA scan it tells me I need to place the watch on my wrist, while it is already there.

Is there any other solution to try or is it time to get a replacement under the warranty?

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @braams , welcome to the community, may I suggest you check you have not inadvertently turned off the HR> From the clock face screen swipe down to & touch settings>swipe up to heart rate & check the slider is in the "on" position. Place your finger over the sensor array on the back of the Charge 5 & the green LED should illuminate.

I hope this helps.

Cheers

[braams]

Hi @Gr4ndp4,

I have checked this, as it was part of the solutions I tried with manually turning it off, synching and then turning it on again. With this being checked on, there still aren't any led lights that are on, and the watch is still not showing my hr.

[RiekoC]

Hello @braams 

Since you're not seeing the green light and have tried all the recommended troubleshooting steps without success, you should contact Fitbit support (<-- click link). Once they confirm that your device is defective, they should let you know what are your options under warranty.