Charge 6 won't count steps, sync, or read pulse

[MoonlightCure]

My Charge 6 was working just fine until this morning when I took it off the charger. It's still responding to taps, but it won't sync with the app, won't count steps and can't register my heart rate. I've restarted it using the settings menu multiple times to no effect. Is it dead? 

[RiekoC]

Hello @MoonlightCure 

Sorry to see you're having issues with your Charge 6. That's definitely not normal behavior.

Do you see a green light on the back of your Charge 6? To check, place your finger across the back of the device. You should see a green light when you lift your finger. That's the heart rate sensor.

If you don't see a green light, check in the Settings menu on the Charge 6 and confirm Heart Rate is enabled.

You might also check to see if your Charge 6 is in Sleep or Do not disturb mode. You can easily check by swiping down from the clock face and look for those 2 modes. If those are on, you can tap to turn them off.

It's concerning that your Charge 6 is not recording steps and makes me wonder if it's defective. You probably should contact Fitbit support (<-- click link). If they confirm that your device is defective, they should let you know what are your options under warranty.

Just to let you know, Support might have you do a factory reset to see that will return your Charge 6 to normal operation. I've seen some users report that this worked for them. If you want to give that a try before contacting support, see below for the instructions from the Charge 6 manual. Just be aware that any of your data that wasn't synced to the app will be erased.