My Fitbit Charge 5 stopped measuring Heart Rate

[Hansjuergen]

My Charge 5 was working fine until 7 September. Since then it doesn’t measure Heart Rate and I get no scores for the health and sleep data that use heart rate. I have tried resetting the Fitbit to factory settings, turning HR on and off and synching and nothing has helped.  

[RiekoC]

Hello @Hansjuergen 

Since you've done the recommended troubleshooting, the next step would be to contact Support (<-- click link). Complete the prompts until you get to the option to chat or call.

I have seen some users report that Support had them do a factory reset/erase user data and that got their heart rate sensor (green light on the back of the Charge 5) working again. If you want to try this on your own, this page has the instructions: How do I erase my Fitbit device (<-- click link). Make sure to do a sync before you do this process since this will erase all the data on the Charge 5.

If this works, you will need to set up your Charge 5 again in the Fitbit app, just like if it was a new device.