Not registering heart rate and calories disappear after workout Charge 5

[Emma1092]

Over the last few days my fit bit has stopped picking up my heart rate, last night I didn't recognize my sleep and the last 2 days once I've completed my workout and sync my fit bit all the calories burnt disappear and it says I've only burnt a quarter of what I've actually done. GPS no longer recording.  The only thing that's working correctly is my steps. I've had this watch under 5 months and will be returning if not rectified. 

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Emma1092.

Thank you for sharing this information about the issues you've been experiencing with your Charge 5 and that you already tried the restart procedure many times. 

Before considering other options, I recommend that you try restarting the device again 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 (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

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. 

Regarding the calories burned disappearing, let me know if they disappear from your Fitbit app or from the device itself. In the meantime, keep in mind that there are some factors that may prevent your tracker from recording your sleep. Please make sure of the following:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device as described in this help article.
• If you slept for less than 1 hour for sleep patterns or less than 3 hours for sleep stages.
• If your device’s battery is critically low.

The restart should also help with the problem you mentioned with the GPS. Before considering other options, make sure to follow the steps suggested in this article. 

All devices with GPS sensors require a direct path to GPS satellites to calculate location. A weak GPS signal might affect the accuracy of your route and other activity data. Your device uses your step count to calculate distance until it finds a signal, so the total distance calculated for a workout may be slightly less accurate when GPS isn't available for the entire time. In particular, please make sure of the following: 

• That you are  in open sky and moderate trees
• Adjust how you wear the tracker when you want to use GPS 
• Make sure the Location in your phone settings is set to Always or All the time for the Fitbit app (if you're using connected GPS)

Hope this helps, I'll be around.