Charge 6 - heartbeat is not detected

[K.OD]

The heartbeat is not detected.  Did I do something wrong in the set up? This is the 2nd device I've gotten that did this so I'm thinking it could be user error. I can't figure it out! Help!!

Moderator edit:  updated subject for clarity

[CrisVillaFitbit]

Hello, @K.OD, welcome to the community.

Thanks for letting me know about your situation with the Charge 6 that is not tracking heart rate.

I was able to confirm you contacted support and they were able to provide you with a solution, if you have any other questions or concerns, my best recommendation would be to contact them once again.

[Thémself1977]

This device is thrash 2 hours of cardio heart rate won’t go above 94 on my charge 5 was mor accurate Beyond frustrated 

[CrisVillaFitbit]

Welcome to the community, @Thémself1977.

Thanks for sharing your situation with the heart rate tracking in your Charge 6.

I recommend you to restart the Charge 6 and make you sure to double check how to correctly wear it, please.

Once you've done this, let me know how the situation goes.

[Thémself1977]

I’ve bought my second charge 6 and it’s the same issue I’ve never seen a tracker that works better when you take it off