FitBit displaying wrong time and not tracking heartrate

[JBHDDS]

My Charge5 suddenly started draining quickly yesterday (previously had been holding charge fine). I did a reboot with the charging cord, a resync, and then I updated it through the app as prompted. I thought this would solve the problem. Now no heart rate or steps are being tracked at all. I am synced with the app appropriately. I have cleaned the connections. I have unpaired and repaired the Charge5 to my Google Pixel phone. After a short while the time and date display becomes wrong (until I do a manual resync)--about 12 hours behind or so. I also am seeing the Fitbit logo appear randomly (like when you do a reboot)--this could explain the battery drain?

Any help please. Thanks

[RiekoC]

Hello @JBHDDS 

Sorry to see you're having problems with your Charge 5.

Have you had a chance to check the Settings menu on your Charge 5 to see if Heart rate is still on? To check:

• Swipe down from the clock face to get to the Settings tile (last one) and tap on it
• Swipe up to get to Heart rate. It should be turned on. If not, tap on it to turn it on.

Since you've already tried the recommended troubleshooting for the battery drain issue, here's an option that might work. When my Charge 5 started having rapid battery loss, I restarted and recharged my device multiple times over several days. As soon as I saw a rapid drop in battery, I restarted my Charge 5 and put it on the charger until it was back to 100%, often doing this multiple times in a day. Eventually, this process got my device "unstuck" and the battery went back to lasting 6-7 days. Although there's no guarantee that this will work for you, it might be worth a try.

[JBHDDS]

Thanks for your reply. The heart rate is still on. It is also not tracking any steps and I also have since found out it won't track a workout. I can get to the exercise widget and the "play" symbol, but when I press it, nothing happens.

[RiekoC]

Hello @JBHDDS 

Thank you for letting us know that you're seeing your heart rate sensor.

Since your Charge 5 isn't tracking steps and the Exercise tile is not responding, the next step would be to contact Support (<-- click link). Depending on when you activated your Charge 5, you might have some options under warranty. The support agent will let you know.