HRV Doesn’t Work Charge 5

[ShannStonee]

Hey everyone ! 
I’ve had my Charge 5 for about 4+ months now and I have a premium membership but my HRV never works. Specifically it has worked twice. Most recently I had it off for a few days, put it back on and after the minimum 4 nights it gave me a HRV reading and again never since. I just checked and it’s currently up to date, I’ve restarted it before (for a different issue) and it never had an HRV reading. I’ve been browsing the forums and there isn’t much for help or support from anyone from Fitbit, just other community members and even most people seem stumped. Any other help or ideas is appreciated!

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, thank you sharing this information about what you've been experiencing with your HRV information, @ShannStonee. 

If you haven't done so already, please keep in mind the following to make sure you see your health metrics data:

• Wear your device for at least 1 full day (during the day and to sleep at night). Check your stats after you wake up in the morning. Note: skin temperature requires 3 nights of data.
• Make sure the back of your device is in contact with your skin. The band should be snug but not constricting. If you experience any discomfort, loosen the band, and if it persists give your wrist a break by taking it off.
• Most metrics require at least 3 hours of quality sleep. If you move a lot during your sleep or the sleep session is too short, you might not get a reading.

For more detailed information, see What should I know about health metrics in the Fitbit app? In case the HRV is being tracked but it's not being shown in the app, please try the following steps as well: 

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

Regarding the restart procedure, please make sure you've tried the three pulse restart using the charging cable, instead of the restart option available on the device's settings. 

Hope this helps, I'll be around. 

[ShannStonee]

Hi Davide thanks for the tips. I gave your suggestions a try and then waited a few days, and still nothing. I wear my Fitbit almost every day and night, all of my other metrics get tracked. HRV is the only one that doesn’t. The only 2 times I have gotten a reading was after taking my Fitbit off for a few days and then a couple days later it gave me a reading, but then it stops immediately again. So to watch is capable of it. 

[DavideFitbit]

@ShannStonee Thank you for your response and for confirming that you already tried all the steps suggested earlier. 

In addition to these troubleshooting steps, I would also recommend that you try removing the Charge 5 from your account and setting it up again as a new device, as this has been useful for other users experiencing something similar. Then check if you see any HRV information recorded after following the recommendations mentioned earlier. 

I'll be around. 

[ShannStonee]

Hi @DavideFitbit, thanks again for the tips. I’ve gone and done what you suggested and then waited about a week. My HRV still doesn’t work, I’ll only get extremely random results. I get every single other health analytic daily though. At what point is there just an issue with my watch? I’m not sure what else to try but features like this were a big part of the reason I upgraded my watch so it’s extremely disappointing that I’ve had it for 6 months and I’ve gotten maybe 6 readings. 

Thanks

[DavideFitbit]

@ShannStonee Thanks for sharing all these updates and for confirming that you already tried all the steps suggested. 

In this case, since you continue to experience the same problem, I do recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

See you around in the Community.