ECG not working

[pobalita]

I just got my Charge 5 last week and, despite trying about 50 times, I've only got an actual ECG result twice.  Most of the time it says it can't get a good reading.  Sometimes it says "error".  Sometimes it doesn't recognize that my fingers are on the device.  Sometimes it goes through the entire 30 seconds of scanning and then flashes the fitbit logo and quits back to the main screen without giving any results.

I've restarted the Charge 5, I've uninstalled and re-installed the app, I've reset my bluetooth settings, I've uninstalled and reinstalled the entire Fitbit App on my phone, I've tried tightening the band.  I've spent more than an hour on the phone or chats with fitbit customer service only to be told that it's user error. 

(It's also not giving a sleep score but I won't get into that issue here.)

Is there anything else I should try before I return my Charge 5?

[Talahthas]

@pobalita Welcome to the Fitbit community!

Please try getting an ECG reading again after having moistened your fingertips. The shiny elements on each side of your Charge 5 are electrodes. To get them to function your skin does have to have some humidity to conduct electricity.

[pobalita]

Thank you.  I tried that and instead of inconclusive, the app on the Charge 5 quit after the 30-second reading, flashed the fitbit logo, and went back to the homescreen without giving me any results at all.

[Talahthas]

@pobalita Thanks for your fast response!

Given your feedback, I think your Charge 5 might be defective. I'd suggest contacting Fitbit support to get further assistance:

Fitbit Support Contact