ECG app not working Charge 5

[Prakash02]

ECG app was working when I brought charge 5, or worked for few months and now it is not working. Raised issue with Fitbit support but no use. I brought the charge 5 for ecg and now it is not working. I do not know what to do and not getting proper response from Fitbit

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Prakash02. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and for confirming that you already contacted the Customer Support team. 

I've been informed that you have indeed contacted the Support team and it seems they're still providing you with assistance. In this case, I recommend that you continue the communication with them so they can let you know how to proceed. 

Thanks again for all your comments and feedback provided about this. 

See you around. 

[Prakash02]

Hi, what I have been told by the team is the ecg is not available in charge 5 in India. Strange since when I brought it the ecg was working for many months and then it stopped.

I feel Fitbit stopped ecg in charge 5 without informing the user about it and feel cheated now as I brought it for ecg.

Thanks,

Prakash Shetty

[DavideFitbit]

@Prakash02 Thank you for sharing your feedback about this. 

It's possible that there was a confusion about this, according to the information shared here, the ECG feature is available in India with the Fitbit Sense, but not yet with the Charge 5. Keep in mind that the Charge 5 is a new tracker and this feature often requires the approval of certain agencies and institutions of each country before they can be activated for use with specific devices. 

In the meantime, I recommend that you post this idea (ECG feature with Charge 5 in India) in the Feature Suggestion board of the Community. This section is monitored regularly by the team of developers and it's always helpful for them to continue to track popularity and demand over time. 

Thanks again for sharing all your feedback and comments. The team is always working to improve the Fitbit experience and your feedback is a big part of that process. 

[Prakash02]

Hi Team,

I have proof to show that ecg was available. I have media reports and the ecg reports that I have taken using charge 5. Something looks not right. If I prove ecg was working on the charge 5 will you give me my full refund?

Thanks,

Prakash Shetty

Sent from my iPhone

[BillyNeedsSleep]

I’m not sure if this is the same issue, but when I keep my fingers on the sides I keep getting inconclusive. This is not a medical issue as I have had no issues regarding my health. 

[Prakash02]

As usual when I say I have proof to confirm ecg was working in charge 5 for me earlier. There is a complete silence from Fitbit team. Appreciate the client service and satisfaction generated by Fitbit. Top class

please find the link below to your own website which says it is available in India for charge 5. I hope you will not contradict your own web page statement now

https://www.fitbit.com/global/in/technology/ecg

[DavideFitbit]

@Prakash02 Thank you for sharing this update and for pointing out the article where India is listed. I've escalated this to our team so they can look into it. I've been informed that someone will reach out to you via e-mail soon to provide you with more information and some clarification about this. Please keep an eye on your inbox. Thanks again for taking the time to share all this information and feedback. 

@BillyNeedsSleep Thank you for sharing that you've been getting an inconclusive message when using the ECG feature. Before considering other options, please try the following steps: 

1. Uninstall the ECG app from your Charge 5.
2. Force quit the Fitbit app and restart your tracker using the charging cable. 
3. Open the Fitbit app and pull down on the screen to force a manual sync.
4. Install the ECG app one more time and make sure the permissions are enabled.
5. Tap Discover > Assessments & Reports > Heart Rhythm Assessment to double check if still appears completed 
6. Try taking a reading one more time and let me know how it goes.

Hope this helps, I'll be around.