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Charge 5 suddenly stopped tracking my heart rate

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‎10-03-2022 12:08 - last edited on ‎10-06-2022 10:23 by Moderator Alum

‎10-03-2022 12:08 - last edited on ‎10-06-2022 10:23 by Moderator Alum

My Fitbit Charge 5 has suddenly stopped tracking my heart rate and the steps and of course my sleep. The time and date displays  and is correct. It syncs but doesn’t register.

Does anyone know what it wrong?

 

 

 

Moderator edit: subject updated for clarity

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‎10-06-2022 10:21 - last edited on ‎02-13-2024 06:45 by Fitbit Moderator

‎10-06-2022 10:21 - last edited on ‎02-13-2024 06:45 by Fitbit Moderator

Hi, welcome to the Fitbit Community forums, @iesceman21. 

Thank you for sharing that you're having this problem with your Charge 5. 

Could you please confirm if the green LED lights on the back of the device are working? Make sure the Heart Rate feature is also turned on by going to the setting app on your Charge 5.

In the meantime, please complete a three pulse restart and let me know if your device is tracking your heart rate again:  

  1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
  2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

button charge 5.jpeg

 

Regarding the other information that is not being tracked, let me know if you're not able to see your steps on the display or if you can see them but they don't show on your app after you sync. The restart could also help with the device not tracking sleep. 

Davide | Italian and English Community Moderator, Fitbit


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‎10-07-2022 00:43

‎10-07-2022 00:43

Same problem here. My Fitbit Charge 5 randomly stops tracking HR. The pulsing light in the back of the device actually turns off for no particular reason I can think off, on average every 2 days or so. 

You first reported this issue in March and still nothing has been done about it. The usual clueless “just reboot your device” is not a good one. The problem just happens again after a couple of days. As premium users, the stats we are paying for are unavailable. Unacceptable. 

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