No heart rate on Charge 5

[SunsetRunner]

My Charge 5 says device not on wrist,while I am wearing it?? I am getting no heart rate or gaining points.. steps,calories are working everything else seems normal.just blank on heart rate and points 

Moderator edit: subject updated for clarity

[Wibby]

There's a couple of things you could check.  Firstly, are you wearing it so that it's making contact with skin?  If it's too loose it might not register.

There's some information about it here:

Heart Rate Tracking 

Also please check that your heart rate is turned on on your Charge 5.  Scroll down from the Clock Face to Settings, select.  Then scroll down to Heart Rate and make sure it's toggled to on.  It should show a blue circle on the button (if it's grey, it's off).

Hopefully that should help a bit.

[Mikeysc]

I am having the same problem.   The fixes you said were Of no help.   I have had the Charge 5 for a while now and this just happened.   It also didn’t register my sleep for last night 

Moderator edit: format

[Wibby · Accepted solution]

Oh dear!  

Have you tried restarting it?  You can do that straight from the Charge 5.  Sometimes when something suddenly goes wrong that can help to fix it.

Another thing to do is to check for updates for both the App and the Charge 5, sometimes we miss them and they can be important to fix problems.

Good luck!

[DavideFitbit]

Hi, and welcome to the Community forums, @SunsetRunner @Mikeysc. 

Thank you for sharing that you've been experiencing this inconvenience with your Charge 5. 

If you continue to experience the same inconvenience after the steps @Wibby mentioned earlier, I recommend that you try performing a restart and to follow all the other instructions listed in this article to improve the accuracy of heart rate information, this has been useful to other users who have experienced something similar. 

Hope this helps, I'll be around. 

[Mikeysc]

Thank you.  The restarting the device worked 

[Wibby]

I'm so glad!

[DavideFitbit]

Thant's great news, thank you for sharing this update, @Mikeysc!  

[NareshSathy]

I have the same problem. when I rest it works for a while and then it goes blank again. this has happened three times since I start using Charge 5. I only got it a week ago. 

Moderator edit: format

[KoenP]

I had the same problem twice with my Charge 5 within a week. Restarting the device was a solution. I hope there will be a software update soon.

Moderator edit: format

[DavideFitbit]

Hi, thank you for sharing that you've been experiencing the same inconvenience with your Charge 5, @NareshSathy.  

I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. 

Welcome to the Community forums, @KoenP. Thank you for sharing that you were able to resolve it after the restart procedure. Let me know if you continue to experience the same behavior. 

Have a good day. 

[KoenP]

yes it does happen occasionally. Sometimes the synchronization does not work properly, but after a restart of the device it will be fine.


Sent from iPad Air2

[DavideFitbit]

@KoenP Thank you for your reply. 

In this case you're referring to the process of syncing your data with your account (steps, calories, floors), correct? Or let me know if you referring only to the heart rate information that isn't syncing properly. 

I'll be around. 

[RodMontreal]

I have the problem as well... I've had the unit only for a few days, and it is happening every day.

[big24fanz]

@DavideFitbit I too am having this issue along with several other issues. I’ve restarted my Fitbit multiple times and I have verified that the option to track HR is turned on. Nothing is fixing it. 

[cmomsied]

I had been having the same problem plus no sleep tracking.  I was able to return mine because the 45 days wasn't up yet.  I packaged up my charger5 plus the charger and band in the original box and packaging according to instructions.  HEADS UP!  I get the replacement and they only sent the watch face, no band or charger.  Support said that's all they usually replace.  No one told me to just send just the watch face back when I was emailed the shipping label.  So I am trying to straighten that out now.  Customer support is not good at all.

[DavideFitbit]

Hi, and welcome to any new users in the Community, @RodMontreal @big24fanz @cmomsied. 

Thank you for all your replies and for confirming that you are still experiencing this issue with your heart rate and that you already tried the suggested troubleshooting steps. In this case, if you already tried the recommendations mentioned here earlier and your device is still not recording your heart rate, I do recommend that you continue the communication with the Customer Support team so they can let you know how to proceed of what are the options available for you. I appreciate all the feedback and comments provided so far about this. 

The best way to get help for this problem is to chat with us online or give us a call. You can click here to get connected. 

See you around.