ECG app not working on Charge 5

[dmfl]

Having trouble starting ECG. The app is installed, all the permissions are given, but the device says: "Turn on Fitbit app notification permissions", the "Done" button is greyed out and cannot be clicked on.

Samsung Galaxy S20

Moderator Edit: Clarified subject and merged replies

[LizzyFitbit · Accepted solution]

Hi there, @dmfl.

Thanks for sharing these details with me. While this is odd, may I know if the Fitbit app is updated? Is your Charge 5 syncing correctly? Have you also completed the Heart Rhythm Assessment on the Fitbit app?

In the meantime, please give a try to the following steps:

1. Uninstall the ECG app from your Charge 5.
2. Force quit the Fitbit app and restart your tracker.
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.

[Hmarmac]

I received my Fitbit Charge HR 5 today. I completed all synch and updates, but can't use my ECG. I followed the advice you gave above and it still won't work. Is the fitbit faulty, or is there something else I can try?

[dmfl]

Hi Lizzy,

Thanks for the instructions.

I have realized that I was not giving permissions to the ECG app itself, althoug I gave all the permission to the Fitbit app, but apparently it is not enough. ECG app permissions are different and have to be added as follows:
1. Open Fitbit app

2. Click on Discover (bottom menu)

3. Click on Clock & Apps Gallery: Apps

4. Click on ECG app

5. Click on Permissions and enable them

ECG started working after I gave it permissions.

[LizzyFitbit]

Hi @Hmarmac. Welcome on board. @dmfl It's good to see you again.

@Hmarmac Thanks for joining this thread and your efforts while troubleshooting your Charge 5. To look into this, may I know if you're located in a supported country? What is the message displayed when trying to take an ECG reading? Have you made sure to complete the Heart Rhythm Assessment and enable the ECG app permissions?

Please provide me with these details as this will help me to further investigate. In the meantime, let me recommend reviewing our help article to know more about this feature.

@dmfl Thanks for getting back and trying the steps suggested above. I'm glad this got sorted out and I'm sure your comments will help other members participating in the Community Forums. By the way, let me invite you to visit the Health & Wellness board where you can share your story, make new friends and start your own topics.

See you around.

[Hmarmac]

Hi Lizzy,

Many thanks for your email. I am in a supported country. The good news is the ECG's now working. I uninstalled Fitbit from my phone and then reinstalled it. Not sure what happened but the ECG now works.

Cheers,

Helen

[LizzyFitbit]

@Hmarmac It's nice to see you here again.

Thanks for double checking our supported countries list, as well as the troubleshooting steps tried on your own. I'm glad the ECG app is working well on your Charge 5 and I'm sure your post will help other members experiencing similar issues.

By the way, let me invite you to visit our Health & Wellness board where you can make new friends, share your story and start your own topics.

Have a good one! 😊

[Luis.Salcedo]

Same here, I tried it all, but it wasn’t until I uninstalled it that it started working properly!

[LizzyFitbit]

Welcome, @Luis.Salcedo. It's good to see a new face around.

Thanks for your efforts while troubleshooting your Charge 5. I'm glad the ECG app started working again after reinstalling it, and I'm sure this suggestion will help other members experiencing similar issues.

In case you have some spare time, let me invite you to visit our Health & Wellness board where you will find great tips and encouragement from other members to reach your goals. Keep up the super stepping! 😊

[Tinafoster06]

My charge 5 ECG NOT WORKING

I trouble **ahem** with support

When I place my fingers on the sides, it keeps looping. Put fingers in sides, starts ECG, then put fingers on sides again, continuous

I've been WITHOUT 5 days now. All I get if an answer, they are WORKING on it. It's been escalated

So frustrating 

[LizzyFitbit]

Hi there, @Tinafoster06.

Thanks for joining this thread and letting me know you've got in touch with our Support team. I understand how frustrating this has been and I'm sorry for this experience. Because our team has access to all your details, I've forwarded your post so they can have them on hand and provide you with further assistance. Your case is in good hands, so please keep an open communication with them.