Charge 5 stopped tracking my heart rate

[Nuru]

The green led sensors are not flashing anymore and I cannot get my heart rate and sleep data. What should I do?

Moderator Edit: Clarified subject

[Talahthas]

Welcome to the Fitbit community, @Nuru!

Sad to hear you're having issues with your Charge 5.
As a first approach to hopefully get things fixed, I'd suggest restarting it. Before doing so you should make sure you've synced your device to not lose any data tracked so far. Also you should verify that the charging contacts on your device are clean and the charging pins on it's charging adapter are clean as well and can move flawlessly. In doubt please have a look here:

How do I clean my Fitbit device?

Next please closely follow these instructions as timing is crucial for this procedure:

1.) Connect your Charge 5 to the charging cable which has to be connected to a reliable power source.
2.) Press the button located on the flat end of the charging cable 3 times within 8 seconds(!), holding each press for about 1 second(!).
3.) Wait around 10 seconds until the Fitbit logo appears on your device's display.

I'd like to point out that it sometimes requires more than one attempt to restart Charge 5. So, before throwing the towel, please give it another try.

I'll keep my fingers crossed.

[MarreFitbit]

Hi there, @Nuru. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Charge 5 stopped tracking your heart rate date. We're here to help you! 

As a first approach, please follow all tips and recommendations provided by @Talahthas. 

However, if the above doesn't help you, I'd suggest resetting the heart rate settings by following the steps below:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your Charge 5, from the main screen of your Fitbit device, open the Settings app > Heart Rate > tap to turn the setting 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 Fitbit device's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your Charge 5 once again. 
• Once it's done, restart your Charge 5.
• 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.

[MDDailey]

Tried all your recommendations multiple times over a five hour period. Nothing worked. 

[Nuru]

Thanks to all for the suggestions and tips. I must admit I have strictly followed of them carefully several times with no fruitful outcome. Everything of the device works except the heart rate and sleep tracking.

[RiekoC]

Hello @Nuru @MDDailey 

I've seen several user reports that after doing a factory reset as advised by Fitbit support, their heart rate sensor (green light) was restored. If you want to try this, please make sure that you do a sync first as this will remove all your currently tracked data from your device.

To do a factory reset, see the step-by-step instructions on this page: How do I erase my Fitbit? (<-- click link)

FYI - Some users reported that they had to do the factory reset more than once when the the green light wasn't restored after the first attempt.