Charge 6 heart rate too low

[Wenslaw]

I just replaced my charge 3 with a Charge 6. The Charge 6 will not go above 90 or so when walking briskly, it generally is 10 -15 bpm less than the charge 3 was for the same exercise. The resting heart rate seems ok. I saw other posts with similar problem, but no solutions. Also,  it seems to be counting zone minutes, but graphs show no minutes in the zones. 

[ManuFitbit]

Welcome to the forums @Wenslaw.

Thank you for sharing the inquiry regarding the heart rate and for providing those details.

I recommend that you try restarting the device again using the three pulse restart method mentioned here below, instead of the restart option found on the Charge 5 itself: 

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, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition, 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. 

Please, try to perform the following troubleshooting steps on the app:

• Log out from the Fitbit app.
• Force quit the Fitbit app and reboot your phone.
• Open the Fitbit app and log back into your account.
• Check after walking if the issue is still happening.

[Wenslaw]

I have tried multiple times to restart by pressing the side button while attached to charger. Although I followed the instructions, I do not get the Fitbit logo and as far as I know, it did restart.

[Wenslaw]

Meant to say it didn’t restart. Heart rate continues to be questionable.

[Michdan1]

I got a new charge 6 in June this year and my HR is so low while walking even though it's a fast or brisk walk. I cannot get the required points for my medical aid. 

[RiekoC]

Hello @Michdan1 

Have you had a chance to compare your heart rate against another device, like an pulse oximeter? If you can have evidence that your Charge 6 is not accurately tracking your heart rate, you should contact Support (<-- click link) and let them know. Complete the prompts until you get the option to chat or call. Support might be able to replace your device.