Sleep Score and BPM not showing on Charge 5

[RJR99]

For the last 2 days my I have had no sleep score and BPM is not showing on my Charge 5.  It just stopped showing.   All else is syncing fine.    How can I get this fixed?   

[JohnnyRow]

Make sure you don't have heart rate turned off in Settings.

[CindL]

Same thing with mine the last two days

[Elainemj]

I am experiencing the exact same issues. Checked settings and heart rate is turned on. I have no sleep score for 3 days now. 

[AnnaDelu]

Same thing with me! Is this  new change with Fitbit, or can we get this fixed?

[RiekoC]

Hello @RJR99 @AnnaDelu @Elainemj @CindL 

Based on what you shared, it sounds like an issue with your heart rate sensor.

Do you see a green light on the back of your Charge 5? That's the heart rate sensor. To check, put your finger across the back of the Fitbit. You should see a green light when you lift your finger.

If you've already checked the Settings menu on your Charge 5, confirmed that Heart Rate is turned on, but still don't see the green light, try restarting your device from the Settings menu on the Charge 5 or by using the charging cable that came with your Fitbit. It may take more than 1 try for this to work.

Some users have reported that doing a factory reset, as directed by Fitbit support, got the heart rate sensor working again. If you want to try this, make sure to do a sync first since this will erase your data from the Charge 5. This page has the instructions on How to erase my Fitbit device (aka factory reset)? (<-- click link).

After you complete the factory reset, you can set up your Charge 5 like a new device in the Fitbit app.

[AnnaDelu]

Thx so much for trying to help me!
I restarted my device per your recommendation, but I still don’t see the green light on the back of my Fitbit. I hope the restart works! Thx again!

~

[hahatonka]

i've been having exactly the same problem for the last ten days, none of the troubleshooting solutions helped

[AnnaDelu]

It’s working again thanks to you!! I appreciate your help RiekoC!!

[Elainemj]

I’m still not getting the sleep score after a restart. I have not tried the factory reset. 
this used to happen after app updates, I wonder if that is the cause again.  

[CindL]

Thanks. My heart rate setting was on but no green light so I did a restart and it came on and is working right now.
Sent from my iPhone

[RiekoC]

Hello @CindL @AnnaDelu 

Thank you for your updates and letting us know that your heart rate sensors are back to working. Hopefully, everything goes smoothly from here on.