My experience with Charge 5 and Customer Service

[ginger-5]

This is the worst Fitbit charge 5 . I had charge 3 and 4 they were excellent . The heart rate stops at least once a day and I have to restart to restore it . The worst part is Fitbit help is useless I gave up because they just keep telling you the same stupid things to do to get it to work and then next day it stops again . I will never recommend Fitbit to anyone 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @ginger-5. Thanks for stopping by in the Fitbit Community Forums and for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still not tracking your heart rate accurately. I understand how you must be feeling, I will do my best to help you with this!

Keep in mind that, occasionally, your device may have difficulty getting a strong signal, especially during exercises that cause your arm to move vigorously such as high-intensity interval training or boxing. Try to relax your wrist and stay still for up to 10 seconds. You might also notice a spike or dip in your reading as your device finds your heart rate. In both cases, normal tracking should resume shortly.For more information, see How do I track heart rate with my Fitbit device? and What factors can affect my heart-rate reading on my Fitbit device? 

If the above doesn't help you, please confirm whether you've tried the steps provided below in the order listed:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your Charge 5, from the main screen of your Fitbit device, open the Settings app > Heart Rate > tap to turn the setting OFF.
• Once it's done, manually sync your Charge 5. To do so, open the Fitbit app, tap on the Account icon, tap on your Fitbit device's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your Charge 5 once again. 
• Once it's done, restart your Charge 5.
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible). We also recommend when you're not exercising, wear the tracker just above the wrist bone.