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Charge 5 won't track my heart rate accurately while exercising

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‎08-17-2023 06:38 - last edited on ‎08-18-2023 04:08 by Fitbit Moderator

‎08-17-2023 06:38 - last edited on ‎08-18-2023 04:08 by Fitbit Moderator

 

Hi,

My charge 5 is not accurately recording my heart rate while on the treadmill. It records properly in fat-burn mode, but as soon as my heart rate increases and I switch to cardio mode, the HR level drops, and after some time, it returns to the appropriate heart rate level. Occasionally, it takes approximately 10 minutes to reach the real level, resulting in incorrectly calculated average HR and calories.
I have tried resetting the device and turning the pulse monitor off and on. However, the problem persists.

Thank you.


Moderator Edit: Clarified subject

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‎08-18-2023 04:09

‎08-18-2023 04:09

Hi there, @jajayt. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out.

In addition to the steps you've done so far, please see What factors can affect my heart-rate reading on my Fitbit device? 

Maria | Community Moderator, Fitbit


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‎09-14-2023 19:38 - edited ‎09-14-2023 19:41

In response to MarreFitbit

‎09-14-2023 19:38 - edited ‎09-14-2023 19:41

I've done resets from the Settings section on the watch, tried restarting using the USB 3 pulse approach, toggling HR monitoring, etc. (Basically I've researched the issue and the various fixes found on this forum, already tried them).

My Charge 5 worked consistently well for over 11 months, has just started doing this during the past couple of weeks (not properly logging pulse during my standard rowing and exercycle workout).

Thankfully I'm just inside the warranty window, have opened a case, done a delete user data on the watch and re-paired it.  The CS agent I worked with was on the ball, asked me to monitor it for 3 days, call back earlier if I notice the problem still occurs.

I expect it to have issues again tomorrow when I exercise (same workout that it has been fine logging for over 11 mo), but am happy to try one last time before requesting a replacement under warranty.

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