Drops Heart Rate and Sleep tracking Charge 5

[CoolL]

I have a Charge 5 and when my battery level drops below 50% it stops tracking the heart rate and sleep. I’m starting to believe I may need to find a different fitness watch if you can’t fix these issues. It seems lick you want to promote the premium program and not fix these issues. 

Moderator edit: subject updated for clarity

[DavideFitbit]

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

Thank you for sharing this information about the inconvenience you've been experiencing with your Charge 5. 

Your device should certainly continue to track your heart rate and sleep information even if the battery level is below 50%. Please let me know if you already tried restarting the device using the three pulse restart method mentioned here below, instead of the restart option found on the Charge 5 itself: 

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.

In addition, please follow the instructions in this article to improve the accuracy of heart rate information and check the information mentioned here about other factors that could affect your heart rate reading, this has been useful to other users who have experienced something similar. 

Regarding the problem with the device not tracking sleep, the restart should be of help as well, but if you continue to have the same problem, keep in mind that there are some factors that may prevent your tracker from recording your sleep. Please make sure of the following:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device as described in this help article.
• If you slept for less than 1 hour for sleep patterns or less than 3 hours for sleep stages.
• If your device’s battery is critically low.

Please wear your device on your non-dominant hand and monitor it for the next few days. In the meantime, for the nights that don't have sleep data, you can manually log your sleep by going to the Fitbit app, tapping on the "+" icon next to the sleep tile > Add Sleep Log and entering your details. 

I appreciate all the feedback that you've shared about the product so far.

Hope this helps, I'll be around. 

[SnailsPaceFarm]

I've only had my Charge 5 a couple days. Seemed to work wonderfully at first, but today it "syncs" to the phone, yet won't show that it collected any data overnight and none of my steps or activity show up on the phone or dashboard today no matter how many times I sync it to the phone. It is at 51% battery charge. I am trying the instructions listed below, although I don't really understand what "the button at the flat end of the screen" means for the 3 presses. There is no flat end and there are no buttons on the Charge 5. The Charge 3 I had until the screen dimmed completely, had a button on the side, but the Charge 5 has no buttons. 

[LiJaHi]

SnailsPaceFarm, the restart button is on the charging cable, at the flat end that inserts into the USB port. It's not on the wrist unit.

[DavideFitbit]

Hi, thank you for your reply and for sharing this information about what you're experiencing with your Charge 5, @SnailsPaceFarm. 

I noticed some users were having this problem with some of their data not being tracked. Could you please confirm if you're still having this inconvenience or if this happened only for one day?  

In the meantime, make sure to try the restart procedure mentioned earlier. As @LiJaHi mentioned earlier, the button is located at the end of the USB cable: 

In addition, you can also try setting up your Charge 5 as a new device. 

Hope this helps, I'll ne around, 

[CoolL]

I’ve followed your direction we’ll see how it work.

[DavideFitbit]

@CoolL Thank you for sharing this update! 

[dasie]

Hi,
were you able to solve this problem successfully? If so, what needs to be done to get good HR sleep information? I have the same problem.

[DavideFitbit]

Welcome to the Community forms, @dasie. 

Thank you for confirming that you've been having the same problem with your Charge 5.  

Before considering other options, could you please confirm if you already tried all the steps mentioned here earlier? 

I'll be around.