Heart rate not working! Charge 5

[jarrettj]

During a workout the heart rate monitor does not always work. This is a brand new device! To be half way through a workout and see nothing being tracked.

Use it for healthy rewards points with my medical aid. And this is just disheartening. To have to worry if it is or isn't tracking my heart rate.

Really have no idea why it switches off that feature off. 

Moderator edit: subject updated for clarity

[DavideFitbit]

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

Thank you for the information provided about the problem you've been experiencing with your Charge 5. I'm sorry to see that you've been losing points for your rewards program as well. 

Before considering other options, I recommend that you try restarting the device using the three pulse restart method mentioned here below, instead of the restart option found on the Charge 5 itself: 

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.

In addition, please 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. 

I'll be around.