New Charge 5 - not tracking heartbeat at all

[thisbohomofo]

Hi - just brought a brand new out of the box Charge 5 from Argos and its not reading any heart rate whatsoever.

Moderator edit: subject updated for clarity

[DavideFitbit]

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

Thank you for sharing this information about the inconvenience you've been experiencing with your Charge 5. 

Before considering other options, please make sure the heart rate setting is On (Scroll down on the main screen > Go to the Settings app > Tap on Heart Rate and make sure the feature is turned on).  

I also 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 (end of the USB cable), 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.