No HR at all Charge 5

[rojesco]

I just bought my Charge 5 Nov. 13. Updated it and installed the app. I have yet to get any Heart Rate on my device at all. Most tips say to go to settings and make sure Heart Rate is turned on, but when I go there I don't even see that option. Maybe I'm looking in the wrong place? But all I see is a place to adjust max and minimum HR. I'd really like to track this so I appreciate any help. Thanks!

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, it's good to see you visiting the Community forums for the first time, @rojesco. 

Before considering other options, please make sure to look for the heart rate option on the Charge 5 settings instead of looking for it on the Fitbit app. You can find it by swiping down from the main clock screen to access the quick settings menu > look for the settings app > look for Heart rate and make sure is turned On.

If it's already on and you continue to have this issue, I recommend that you try restarting the device using the three pulse restart method mentioned here below: 

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.

I'll be around. 

[rojesco]

Thank you, Davide. I checked and the Heart Rate setting is enabled on my Charge 5. I will have to wait until I get home before I can try the turn off method. I'll keep you posted. 

---------------

After the restart method you mentioned I'm still not getting HR nor am I seeing a place in the app to even turn the feature on. FYI I'm not getting O2 reading either. 

[rojesco]

NOTE: I finally accessed the online chat. The fitbit rep had me try a couple other options and still nothing resolved the issue. I'm replacing the device entirely to see if a new one works like it should. I'm hopeful because it was rather disappointing that a new device right out of the box didn't work correctly. Replacement should be here soon. Davide & Tian were both incredibly kind and helpful, the issue was with fitbit and the device itself. Thank you for your help. 

[DavideFitbit]

@rojesco Thanks for taking the time to share your experience with this. I'm sorry to see that it wasn't possible to resolve the problem, but it's good to know that you'll be receiving a replacement. 

See you around in the Community! 😁

[rojesco]

Just a (very) late update, and I think I've pinpointed the issue.

My first fitbit I wore on my non-dominant left wrist. That's when I couldn't get any HR or O2 readings. Well my left arm is covered shoulder to wrist with tattoos. I've read that could prevent the light on the device from detecting blood flow. When I got my second charge 5 I wore it on my right wrist and it's worked perfectly. Today I put it on my left wrist just to check and no HR or O2. So I think the coloration in my tattoo has an effect on the sensor. This seems to be common across all monitors, not just fitbit. So fo future reference you may ask anyone with this issue if they have a tattoo on the wrist they're wearing their device on. 

Anyway, until I get a full sleeve on my right arm I can wear my charge 5 over there!

[DavideFitbit]

@rojesco Thanks for taking the time to share your experience with this!

I'm sure it will be useful for other users as well.