Account blocked and now HR's not working correctly

[GwennM]

My account was blocked by Fitbit for saftey reason. I reloaded it with a new password. However, my heartrate measurement is not working since.

Have other experienced the same issue? and if yes, how did you solved it?

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @GwennM.

I'd like to take a closer look to better understand what could be happening.

Could you please elaborate a bit more on how is it that the HR is not working? Is it on the Dashboard or on your Fitbit device? Could you share some screenshots exemplifying what you mean? 

In the meantime, I'd recommend that you try to log out of your account and then back in. That should force everything to be reloaded from the servers is case the issue is coming from there.

Let me know if there are any further questions.

[GwennM]

It is on my Fitbit device that the heart rate does not work. Since that date, it just shows -- instead of a figure.

[GwennM]

And I have logout from my mobile and Ipad to try to reload but with no sucess. My device is still showing no figure for HR

[LanuzaFitbit]

Hello @GwennM.

Thanks for reaching back to me. Could you share the screenshots of what you are seeing? I'd like to take a closer look at what is going on.

Let me know if there are any other questions.

[GwennM]

Hereby the screen shots of what I see: no measure at all on my device and thus no measurement of HR on my dashboard since 16 november, date where I was asked to change my password. The other measurements are fine

[LanuzaFitbit · Accepted solution]

Hello @GwennM.

Thanks for sharing those pictures.

In this case I'd recommend that you try to follow through this help article that talk about this. That should definitely help in getting the Fitbit to read your HR again.

Let me know if there are any other questions.