Fitbit 6

[Coomaren]

I informed Google that the fitbit 6 is not registering heart rate about a week ago. So currently it is only recording steps. They are are still processing my issue.  How long do they normally take? I am just wondering whether to give up and choose another make that treats their customers better.

[RiekoC]

Hello @Coomaren 

Although it shouldn't be this way, you will need to be your own advocate and follow up with Support. Make sure to reference your original case #.

I take it that you've already done the recommended troubleshooting: Confirming Heart Rate is enabled on your Charge 6 & Restarting your device.

For what it's worth, I've seen users report that Support had them do a factory reset/erase user data and that restored their heart rate sensor (green light on the back of the Charge 6). It might take more than a single attempt to get the heart rate sensor working again.

If you want to try this, here are the instructions: How do I erase my Fitbit (<-- click link). If you can, do a sync before the factory reset since the process will erase all the tracked data.