Stops recording sleep and heart rate

[Thenewman]

So, here I  am having got my thid, yes third, charge five because they just don't work and Fitbit refuse to refund my money.  Every time it's the same fault.  Charge 5 records  sleep and heartbeats for a few nightsthen stops.  Got my latest one on April 13 and all was well until  April 20 when it stopped at 0330 hrs  and started again when I  got up.  Last night April 21 it stopped at 2215 and started again at 0610 when I  got up.  Its always the same issue.  

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, I appreciate all the information that you've shared about this inconvenience with your Charge 5, @Thenewman. 

I'm sorry to see that you're still having trouble with your sleep and heart rate information. It seems that you already tried all the basic recommendations that are available in the Community forums. In this case, it would be necessary to continue the assistance process with the Customer Support team so they can let you know how to proceed.  Click here to get connected. 

Thanks again for the information and for the feedback provided. Our team is always working to enhance your experience and your feedback is a big part of that process. The team continues to work to improve the quality of products and services. 

[DPinOz]

Have you checked for intermittent Atrial Fibrillation with the ECG App at night when you see the problem?

I've noticed on mine that sleep tracking will not work with an irregular heartbeat. 

Also check band tightness, settings for dominant hand, sleep sensitivity, and that you are asleep for about three hours.

[DavideFitbit]

Thank you for sharing these steps, @DPinOz!  

[Thenewman]

I have been in touch with customer support but as always its the same we will replace but not refund. We are sorry it doesn't work correctly but we don't care we have your money. It's just annoying when the reason you buy something doesn't do what it should.

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The problem seems to be if the fitbit stops moving due to my falling asleep then it stops monitoring the  heartbeat.  Yet this happens after a few days/nights of normal working.  Fitbit have access to my account and can see the issue but only ever offer a replacement. I am not the only one with this issue  yet the ECG app works fine. 

[DavideFitbit]

@Thenewman Thank you for all the information provided; our team is always working to enhance your experience and your feedback is a big part of that process. This helps to continue improving the quality of products and services. 

If you have any concerns about the decision made by the Customer Support team, please make sure to continue the communication with them so they can provide you with more information. In the meantime, you can check the complete warranty and return policy here.