EDA scan and heart rate tracking not working on Charge 5

[Sparkie1983]

Only got my Charge 5, two days ago and I can’t get my EDA scan to work, I have initialled and reinstalled, I have restarted my Fitbit, it just keeps saying put Fitbit on wrist before starting…..it is on my wrist! 

Also my heart rate tracker on my Fitbit doesn’t work either…. Help! 

Moderator edit: subject for clarity 

[Stanfromlund]

Well, yes, I believe it would work moistening your fingers. But isn't that bypassing the purpose? I once got it to work, when I waited for so long so I got stressed, and got a tiny bit of sweat on my fingertips. That's not relaxing!!

[DavideFitbit]

Hi, welcome to the Community forums, @Stanfromlund. 

Thank you for confirming that you've also been having this inconvenience with your Charge 5. 

As it's been mentioned earlier in the thread, although some users have pointed out this works for them, if you're having any problem to get your EDA readings and you already tried the restart procedure, it is recommended that you get in touch with the Customer Support team. They have specialized tools and will let you know how to proceed with this or what are the options available for you. 

I appreciate all your feedback about this issue. 

[ClearcoatBen]

Having similar issues

Heart rate tracking not working

EDA doesn't recognize that the device is on my wrist

Have done all troubleshooting steps multiple times

Contacted customer support and am awaiting response (case # 46682142)

[domidodo]

I had the same issue initially because when pinching my charge 5 with my finger I was also pressing it on my wrist. It resulted in a weird ECG graph which proved unusable.

[ClearcoatBen]

I can't even get to the point where the EDA app asks me to pinch it, just keeps telling me to put the device on my wrist. 

-----------

Heard back from customer service, they're blaming the failure on my tattoos even though my Inspire HR has been able to cope with the same tattoo for 2 years. So, I'll use the Inspire until it dies, and then I guess I'm done with Fitbit. 

[DavideFitbit]

@ClearcoatBen Thank you for sharing that you were able to get in touch with the Customer Support team. In this case, since you already tried all the steps mentioned earlier, I recommend that you continue the communication with them so they can let you know if there are any options available for you. 

Thanks again for taking the time to share all this information. The team continues to work to improve the quality of products and services and your feedback is an important part of that process. 

[ClearcoatBen]

They told me there was nothing they can do, blamed it on my tattoos even
though my previous fitbit worked, and didn't give any other possible
recourse. So I returned it.

Moderator edit: removed personal info

[DavideFitbit]

@ClearcoatBen Thank you for sharing this update about the heart rate issue.

I'm sorry to see that you had to return your device due to this inconvenience. 

Have a good day.

[ClearcoatBen]

I bought an Inspire 3 to see if it was just a Charge 5 issue and it was not. After looking more closely at my Inspire HR sensor vs the sensor on the Charge 5/ Inspire 3, I think the slight change in optical sensor placement/size is affected by the tattoo in a way that the HR isn't. 

Hopefully FitBit/ Google can make a smart ring like Oura, because that will be my only option once my Insire HR wears out, and will be the only option for those with tattoos. Curious to know if people with darker skin also have issues with FitBits.

[Ahop]

Meee tooo!

My ECG is working just not the EDA scan. If that helps solve the problem? 

[DavideFitbit]

Welcome to the Fitbit Community forums, @Ahop. 

Thanks for sharing that you've been having the same inconvenience with your Charge 5. 

Before considering other options, could you please confirm if you already tried all the steps mentioned here earlier? Let me know if you continue to have the same issue afterwards. 

@ClearcoatBen Thanks for sharing all your comments and feedback about this. 

I'll be around.