Device not tracking heart rate

[Suelittlern]

Hello I have tried all the resetting and monitor will not work.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Suelittlern, welcome to the Community Forums! 

Thanks for bringing this to my attention and for restarting your Ionic before posting over here. First, can you please let me know if the heart rate sensors of your Ionic are still flashing? If you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. 

Looking forward to your reply, let me know if you have any additional questions.

[Suelittlern]

The unit middle spot on back still flashes
When I take it off.
I have cleaned back of watch.
Occasionally it will recognize heart rate, but not accurate when I check my pulse

[TomCat5724]

Mine has started doing exactly the same. Green light is flashing but heart rate reading very intermittent. This suddenly started around 10 days ago and has got steadily worse. Now, on the odd occasion I get heart rate it is ridiculously high and inaccurate. Have been on to Fitbit and done all the factory hard resets, updated to latest firmware etc but nothing has worked. Hoping to get it replaced under warranty as purchased it 18 months ago (2 year warranty in place for EEA purchases apparently)

[RicardoFitbit]

@Suelittlern Thanks for your update. To move forward with this, can you please let me know if the troubleshooting steps from my previous post were tried? I'll be waiting for your reply to investigate further this situation and get you back on track with this issue resolved.

@TomCat5724 The details that were shared in your post are appreciated, thanks for taking the time to share your thoughts and personal experience with your Ionic device and this heart rate issue. Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. 

I'll be around.

[TomCat5724]

Thanks Ricardo. I’ve resolved the matter with Customer Support and they are sending out a new device to me

[RicardoFitbit]

Your update is appreciated @TomCat5724, sorry for the delayed reply.

I'm really happy to know that our Customer Support team provided you assistance with this situation. Please do not hesitate to contact me back if you require further assistance in the future or if you have any additional questions for me to answer, I'll be here ready to help you out. 

Because your issue was resolved and just if you're interested, I want to suggest you to visit our discussion forums and participate over there. There are several users that share helpful information and tips about eating well, how to manage your weight, better sleep, a mindful lifestyle and some inspiring stories too!   

Thanks for being part of the Fitbit family!