Charge 5 stopped tracking my heart rate

[tpop12345]

Hi there

Have had charge 5 just about 11 months and it’s worked perfectly. Yesterday the device suddenly stopped recording heart rate. At the same time, the battery life has suddenly jumped from last 5-6 days to draining in one day. I have not changed any settings. Have tried turning heart rate monitoring off and back on, syncing in between, and then restarting. I’ve tried cleaning the connection points on the back. 

I think my device is still under warranty - how do I return it, if I can not get it working? 

many thanks 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @tpop12345. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still not tracking your heart rate. I understand your concern, I will do my best to help you with this!

I've seen you contacted our Support Team just right after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Nevertheless, please note that your case was forwarded to our higher tier of support for further checking. Someone will be in contact with you soon as they have the resolution for your Charge 5. Stay tuned to your inbox!

Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

[tpop12345]

Hi there, thanks for this reply, however, I was told I would receive an email about this within 24 to 48 hours, but have still received no email! 

Could someone please that this has been processed? My Fitbit is still not recording any heart rate 

[RiekoC]

Hello @tpop12345 

Although it shouldn't have to be like this, you will need to be your own advocate and follow up with Support other than by email. Call or chat with them instead. Be sure to give them your original case number.

Keep following up until you get resolution.