ECG keeps saying I need to "set up on phone"

[SunsetRunner]

I'm in Canada so the ECG app should work, but it will not stop showing me the "Set up on phone" prompt. Tapping "Open" does the same every time of opening the ECG details page that then takes me to a page saying I have no ECG readings.

[DavideFitbit]

Welcome to the Fitbit Community forums, @SunsetRunner. 

Thank you for sharing that you're having trouble with the ECG feature on the Charge 5. 

Let me know where exactly are you seeing the "Set up on phone" prompt, if possible, could you please share a picture or a screenshot? 

Regarding the page saying that you have no readings, keep in mind that you will need to have at least 4 days and 4 nights of data in order to see any information displayed about ECG on the Fitbit app, since this feature was just released, you won't see any information at the beginning. You can find other important details about this in this article.

I'll be around. 

[SunsetRunner]

I'm seeing it right after I launch the ECG app on my Charge 5.

https://photos.app.goo.gl/ngpKTYYQtKrUMgfd6 (sorry about the link, but when I tried to drag the photo into the text box I was told I didn't have permissions to upload images).

[GSchroeder11]

I'm having this exact same problem when I open up the ECG app on my fitbit. I'm following to see the solution. 

[SunsetRunner · Accepted solution]

The solution for me turned out to be clearing the storage and cache of the Fitbit app. After that I launched the ECG app, tapped the button to open the page one more time, and then the app worked!

[DavideFitbit]

@SunsetRunner Thank you for your reply confirming that you were able to resolve the problem and for sharing the steps that were helpful for you. 

Welcome to the Community forums, @GSchroeder11. 

Thank you for confirming that you're experiencing the same inconvenience with your Charge 5. 

Let me know if you've tried the steps @SunsetRunner mentioned earlier. Please try to set up your Charge 5 in your account again as a new device. If you still don't see the feature available, please try the following steps as well:  

1. Log out from the Fitbit app.
2. Clear Cache and Cookies for the Fitbit app on the phone's settings. 
3. Restart your phone. 
4. Log back in and check if you're able to set it up. 

Hope this helps, I'll be around. 

[Tessfully]

You are in Canada and the ECG app worked for you? I am thinking of buying one but wanted to make sure the app was available in Canada.

[mygsds]

Does this answer mean it IS available to work in Canada?

[SunsetRunner]

Yes, the ECG app is available in Canada.

[Tessfully]

Do you need a phone to use the app? Will it work on my computer or iPad dash? Thanks so much Brett!

[SunsetRunner]

That I don't know. For me it did require opening a page in the phone app to agree to the Terms of Service. I'm not sure if there's a way to use an iPad or computer to get that screen to sign the agreement.

[DavideFitbit]

Hi, thank you for sharing your inquiries about the Charge 5 and the ECG feature, @Tessfully. @mygsds.  

@mygsds As @SunsetRunner mentioned earlier, the ECG feature is available in Canada as well, as you can check here. 

@Tessfully Keep in mind the ECG results can only be reviewed through the Fitbit App. We currently don't have an option to check them on the web dashboard. While this option is not available for the moment, I'd recommend to post this idea in the Feature Suggestions board so our developers can take it into consideration for new updates or product development. 

However, the Heart Rhythm Assessment section of the Fitbit app does allow you to download a PDF file with the ECG results, so you can review it later on the computer for example. you can find more information about this feature here as well. 

Have a great day. 

[miike_b]

Ok, how do I clear cookies and cache for the Fitbit app on Android?

I'm also stuck at "set up on phone"....

[DavideFitbit]

Hi, welcome to the FItbit Community forums, @miike_b.  

Thank you for sharing your inquiry and for confirming that you've been having this inconvenience with the Charge 5. 

I just tried these steps on my phone and I was able to clear Cache by going to the phone's settings > Apps > Fitbit app > Storage > Clear cache. 

Let me know if you continue to have the same problem. In addition, keep in mind the ECG feature is not available in all countries for the moment; make sure to review this list to check if your country has been added.

I'll be around.

[miike_b]

I had to go back and "Clear Data", then re-establish the connection with the
FitBit appliance to get it working. Thanks-

-Mike Bowman

[DavideFitbit]

@miike_b That's great news, thank you for sharing this update! 

 Have a great day.