Charge 5 stopped tracking my heart rate

[MatsOljelund]

My charge 5 won't show my pulse. I've restarted but it did not help. What shall I do?


Moderator Edit: Clarified subject

[RiekoC]

Hello @MatsOljelund 

Do you see a green light on the back of your Charge 5? The green light is your heart rate sensor. You can check by placing your finger across the back. The green light should show when you lift your finger.

If you don't see the green light, the first thing to check is if Heart rate somehow got turned off on your Charge 5:

• Swipe down from the clock face until you get to the Settings tile. Tap on the tile
• Swipe up until you see Heart rate. Tap on the text to turn the setting on/off

If heart rate was on, but you still don't see the green light, try restarting your Charge 5 again. You might want to try doing the restart a few times as I've seen several users mention that they had to do multiple restarts.

If you still don't see the green light and depending on when you got your Charge 5, you could contact Fitbit support (<-- click link). Most likely, they will have you repeat some of the troubleshooting steps you've already done. If they confirm that your device is defective and it's still under warranty, they should let you know what are your options under warranty.

I have seen some users report that Support had them do a factory reset, which restored their heart rate sensor. If you want to give this a try before contacting Support, make sure to do a sync first. Doing a factory reset will erase all the tracked data on your Charge 5. This help page has the instructions on how to erase your Fitbit (aka factory reset) (<-- click link). After you complete the factory reset, set up the Charge 5 as a new device in the Fitbit app.

[MatsOljelund]

I can see the green light. Its a steady green light.

[RiekoC]

Hello @MatsOljelund 

Thanks for followup and letting us know that you see the green light. That's great news since that means your heart rate sensor is on.

At this point, I suggest doing at least 1 more restart to see if that will get your Charge 5 back to tracking your heart rate.

[MatsOljelund]

I've tried restarting but with no result. Still no pulse  registration...

[RiekoC]

Hello @MatsOljelund 

Thank you for letting us know that restarting didn't resolve the problem with seeing your heart rate.

At this point, you probably should call Fitbit support or try doing a factory reset.