Heart rate sensor frequently stops Charge 5

[Glhtroy]

My heart rate sensor is overly sensitive to sweat and getting  worse.  Small amounts of sweat will cause it to stop measuring my heart rate, until I use my shirt to dry off the sensor and my wrist and it is getting worse. I have tried wearing the watch band tighter and looser than usual with no positive result.  As of 7am this morning (5/25/22) there is not software update available, I have restarted the watch through the settings menu. I have cleaned the sensor area repeatedly  over the last few weeks in addition to its normal daily wipe down.  

I have read many of the forum posts on here regarding this same issue and done everything that has been suggested  in those posts. And I still have the problem.  What's the next step? For my first fitbit it has-been a great experience so far.

Moderator edit: subject updated for clarity

[DavideFitbit]

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

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 to try to resolve it. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with some instructions. In this case, they will let you know how to proceed. 

See you around. 

[Fit4Fun13]

Would love to hear some of these instructions as my tracker does the same thing and often does not credit me calories burned or active minutes when working out. 

[DavideFitbit]

@Fit4Fun13 Thank you for sharing that you've been experiencing the same problem with your Charge 5. 

Before considering other options, I recommend that you try restarting the device again 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. 

Regarding the issue you mentioned with the calories, the restart procedure should be of help, but if you continue to experience the same problem, please make sure to check if all the personal settings in your account are correct and updated (height, weight, age, gender). 

Hope this helps, I'll be around.