My fitbit charge 5 is not recording steps

[saiteja22]

i changed screen face, factory reset. nothing works

[Julia_G]

Hi, @saiteja22 , please can you give us a little more information on this issue?  

Is this a new problem?

If you go outside, and holding nothing in your hands and allowing your arms to swing freely, walking normally for, say 100 steps, does your Fitbit not show any steps? (Or perhaps only a handful?)

With more information I am sure someone can get to the bottom of this.  There is always someone here to help.  Welcome to the forums!

[saiteja22]

i tried walking, it did not count even a single step. The calories burned is getting recorded though.

[saiteja22]

Even the heart rate is not showing up. just -- under the heart symbol, as to show its not counted.

[Julia_G]

Hi, @saiteja22 , that is useful information.  The calories burned is an app calculation and not from your Fitbit.  Is your Fitbit itself - not the app - giving you any info at all?  Does it show you the correct time?

[saiteja22]

Yes, it shows correct time.

[saiteja22]

I can also see notifications from my phone in the fitbit. 

[Julia_G]

Hi, @saiteja22 , thanks for confirming - that all sounds very positive.  I would recommend first of all giving your Fitbit a restart.  The instructions are here .   Then go outside and holding nothing, with your arms swinging naturally by your side as you go, walk 100 or more steps, counting as you go.  Please check your Fitbit to see if your steps have been counted.  On the Fitbit itself depending on your clock face you may need to swipe up to check your step count.

Did the Fitbit count your steps?  Next go inside and sync your Fitbit.  Check the time and date of your sync (it should say synced “just now”) are the steps reflected on your app?

For your heart rate issue, are the lights on the Fitbit flashing regularly?  Please also check that your heart rate calculation has not accidentally turned off.  From the clock screen swipe down to come to the settings menu, tap to open and then swipe up to heart rate.  Make sure the toggle switch is set to ON.  If it is set to ON and you don’t see heart rate then please tap to turn it off, wait a moment and then sync your Fitbit, then turn it back on and sync a final time.  Check again for heart rate settings in your app.