Heart rate and sleep not working.

[Kacielj]

I’ve had my Ionic for about a month. At first the heart rate was right on. All of the sudden though, it constantly reads my heart rate 30-40 beats more than it really is. I have taken my rate manually several times in comparison.

I’ve reset my watch over and over, switched band placement, tightness and even wrists. I’ve tried a factory reset several times to no avail.   I’ve also never once been able to get real sleep stage data. I am so frustrated. 

If I can’t get a resolution soon, this Ionic will be returned. 

[MarreFitbit]

Welcome to the Fitbit Community @Kacielj! I'm sorry to hear about the inconveniences you've been having when tracking your heart rate and sleep stages with your Ionic. Thanks for already troubleshooting this, nice way to go! Don't lose the hope my friend, I got your back! 

As you may know, your heart rate may be affected by any a number of factors at any given moment. Movement, temperature, humidity, stress level, physical body position, caffeine intake, and medication use are just a few things that can affect your heart rate. Different medical conditions and medications can impact your heart rate as well.

When your heart beats, your capillaries expand and contract based on blood volume changes. PurePulse LED lights on your device reflect onto the skin to detect blood volume changes and finely tuned algorithms are applied to measure heart rate automatically and continuously. The heart-rate icon you see on the display tells you if you're in 1 of 3 heart-rate zones.

Resting heart rate refers to the heart rate measured when you’re awake, calm, comfortable, and have not recently exerted yourself. We use your heart rate data from when you’re awake and asleep to estimate your resting heart rate. 

Your resting heart rate is usually higher than your heart rate while you are asleep, so don’t be surprised if your resting heart rate is higher than the lowest number that you see in your heart rate graphs.

Your tracker can have difficulty finding a signal, typically due to the tracker's fit. For example, wearing your band tightly may constrict blood flow in your wrist and affect the signal. We recommend experimenting with how high you place the tracker on your wrist. When you're not exercising, wearing the tracker just above the wrist bone--as you would a watch--typically works fine. However, moving the tracker up a couple inches can be helpful during high-intensity exercises or exercises that cause you to bend your wrist frequently. I know you've checked the placement, but to make sure everything was tested, please review our recommendations for wear and other tips shared by @SantiFitbit. 

Note that on Fitbit Ionic, the heart-rate value appears gray if your watch is searching for a stronger reading.
 

Occasionally your device may have difficulty getting a strong signal. If you don't see your heart rate on your device, first make sure you are wearing it correctly. After a short wait, you should see your correct heart rate again. On Ionic, make sure the Heart Rate setting is On. For additional troubleshooting, see Why don't I see my heart rate on my Fitbit device?

In addition, I think it's great that you update the Fitbit app to the latest version (iOS and Android). I always recommend keeping both the tracker and the Fitbit app up to date with the latest versions. 

Also, please take a look at all the requirements for receiving sleeping stages in this post. 

Give this a go and let me know the outcome, I'm here for you! 

[Kacielj]

After working with tech support and still having issues I decided to exchange my watch for a new one.  As soon as I got the new one set up, my heart rate was accurate and I am getting sleep data!  There must have been something wrong with the watch itself. Hopefully, the new one will keep working.

[MarreFitbit]

Great news!  I'm so glad to hear that you were able to exchange your Fitbit and that the new one is giving you accurate readings. 

Hope to see you participating in the Community more often since I think it would be awesome for you to explore our Community. You can go ahead and log to any of the topics that might be of your interest in our Discussion boards. Feel free to comment and contribute with your knowledge and experience.

I'll be around if you need further assistance. Have a great day!