Heart rate graphs aren't updating Charge 5

[Harrison11048]

Just updated from Charge 4 to Charge 5.  The heart rate graphs on the app updated the first day after setting up but have not updated since.  The dashboard does show current HR.  I've tried to paring the device 3 times and deleted the device from the app and setup twice.  Same result.  Does anyone know of a fix?

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Harrison11048.

Thank you for all the information provided about the problem you've been experiencing with your heart rate graph. 

Let me know if this is happening with any other information on the app or if it's only related to the heart rate graphs. In the meantime, if you're still having trouble with the app not updating this information, please try the following steps:

• Log out from the app.
• Clear Cache and Cookies for the Fitbit app on your phone's settings 
• Restart your phone. 
• Log back in and sync your tracker to check if you're able to see your information properly. 
• If you're still having the same inconvenience, you can also try to uninstall and reinstall the app, as this has been useful for other users experiencing something similar. 

Hope this helps, I'll be around. 

[Harrison11048]

Thanks for the response.  Now the device itself is tracking heart rate intermittently.  Might register for a couple days and then it stops.  I have noticed when it is not registering that on the underneath side of the tracker the sensor light is not flashing like the other fitbits I have owned.  Assume this may be the issue.  If so is there a way to remedy?

[DavideFitbit]

@Harrison11048 Thank you for your reply and for confirming that your device is now tracking heart rate intermittently. 

In addition to the steps suggested earlier,  I recommend that you try restarting the device again using the three pulse restart method mentioned here below:

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

I would also recommend that you follow the instructions in this article to improve the accuracy of heart rate information and check the information mentioned here about other factors that could affect your heart rate reading, this has been useful to other users who have experienced something similar. 

Hope this helps, I'll be around.

[Harrison11048]

Thanks for your response.  I was able to reset through the charge 5 device menu.  So far everything seems to be working as it should.

[DavideFitbit]

That's great news, @Harrison11048! Thank you for sharing this update. 

Have a great day. 😁 

[appleslugfest]

Whst "reset" fixed you do from the Fitbit menu? "Clear data"? I'm having the saved issue 

[jaybee8955]

• My issue is similar but different in that my charge 5 seems  to be recording the heart rate fine, it just doesn’t calculate the daily average resting heart rate every day. It skips for a few days and will work  a few days . This has been going on since middle of December. I have deleted and reinstalled app, rebooted , and did factory resets to the charge 5 without any results (I’m trying to copy a screenshot but not having any luck) 

[DavideFitbit]

Welcome to the Community forums, @appleslugfest. 

I'm sorry to see that you're experiencing the same issue. 

There's an option to restart the device from the settings app, but it's usually recommended to try the three pulse restart using the charging cable, as described here. 

@jaybee8955 Thanks for sharing all the steps that you already tried. In addition, I would also recommend that you try setting up your Charge 5 as a new device in your account, and check if you continue to have the same problem. 

[ReaderRiley]

Mine updated when I canceled my premium subscription, so you could try that 🙄.

[DavideFitbit]

@ReaderRiley Thanks for sharing your feedback about this. 

I'm sorry to see that you had to cancel your Premium subscription due to this inconvenience.