Charge 6 not tracking heart rate and sleep

[hpkc]

My charge 6 has been virtually useless beyond counting steps. Neither heart rate nor sleep have EVER tracked on this device. Like thinks I'm dead but can walk. I have factory reset, uninstalled and reinstalled the app, all the standard troubleshooting. Help?

Moderator edit: edited title to clarity.

[RiekoC]

Hello @hpkc 

Do you see a green light on the back of your Charge 6? The light is the optical heart rate senor and is needed to track heart rate & sleep.

If you don't see the light, check the Settings tile on your Charge 6 and confirm that Heart rate is turned on:

• Swipe down from the clock face until you get to the Settings tile (last one) and tap on it
• Swipe up to find Heart rate and confirm that it's turned on. If it's not, tap on it to enable

[hpkc]

Affirmative, the Heart rate option is toggled on.

[RiekoC]

Hello @hpkc 

Thank you for confirming that Heart rate is turned on.

Do you see the green light on the back of your Charge 6? If you don't see the green light with Heart rate turned on, then that indicates to me that you have a defective device and should contact Support (<-- click). Complete the prompts until you get the option to chat or call. 

[hpkc]

Hello again, thank you for your persistence and assistance.

Yes, there is a green light on the back of my Charge 6. It DOES detect when I am walking or exercising, and count steps accurately. It's bizarre that only the heart rate + sleep features are not functional. I'll try Support.

[CrisVillaFitbit]

Hello, @hpkc, welcome to the Fitbit Community! Hi, @RiekoC, thanks for the information given too!

@hpkc thanks for letting me know about this situation with the heart rate and sleep in your Charge 6, I totally understand how you can fell, I'll do my best to help you.

 I recommend you checking you're wearing the Charge 6 correctly, this may affect the heart rate and sleep tracking. Also, ensure your Charge 6 is adequately charge, low battery levels can sometimes affect sensor accuracy.

[LZeeW]

@hpkc   Just covering all the bases.  Do you have tattoos or scars or anything else that can keep it from tracking your heart rate?  The heart rate monitor looks for pulses in tiny blood vessels under the skin.  If the green lights are on, does it work on your other wrist?