Charge 5 stops tracking my heart rate while I'm exercising

[Jsav68]

When I am exercising and ONLY when I am exercising, specifically riding my stationary bike or walking on my treadmill, my Charge 5 will all of a sudden show no heart rate even though the Fitbit hasn’t moved on my wrist at all. So it WAS showing my heart rate, then all of a sudden I don’t seem to have a heart rate. Again the Fitbit HAS NOT shifted on my wrist at all.  This is SO frustrating! Does this happen to anyone else? I have tried to position it in different places on my wrist, but it doesn’t seem to matter where it is or how tight/ loose the band is it happens EVERY time! Any ideas on a solution?

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Jsav68. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Charge 5 is not tracking your heart rate while exercising. I understand how frustrating this can be. I will do my best to help you with this. 

As a first approach, 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.

In addition, please see What factors can affect my heart-rate reading on my Fitbit device?