Heart Rate stops tracking frequently causing inaccurate sleep tracking Charge 5

[Alfrediah]

I have had the heart rate stop tracking on 2 different Charge 5 devices. I have ti reset it from the charging station. This has happened several times. Escalation has not resolved the issue. Otherwise the device is fine. 

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Alfrediah. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and for confirming that you already tried a few troubleshooting steps. 

I've been informed that you have indeed contacted the Customer Support team for further assistance with this and it seems they've sent you a response today with some instructions. They will let you know how to proceed. 

Thank you for sharing your feedback and experience with this as well. 

[Alfrediah]

Hi,

They are replacing it. It’s frustrating as this is the 2nd time I had to return it. First via Amazon. Now via Fitbit. I’m strongly believe it is a glitch in the Charge 5. Other than this issue I like the model. I hope their tech people fix the glitch.

Alfredia

Moderator edit: format

[DavideFitbit]

@Alfrediah Thank you for your reply and for sharing this update. 

I'm sorry to see that it wasn't possible to resolve the problem, but it's good to know that you'll be receiving a replacement soon. 

Thank you for taking the time to share your feedback about the product.