Ionic Heart rate not working

[Charley_Bruin]

The heart rate on my Ionic quit working. It didn't work when I first got it and I did a factory reset which got it working.  It has since stopped working again and I've done 3 factory resets which hasn't worked this time around.  Yes, I have the heart rate features turned on.  

I've also never been able to get my Ionic to calibrate after set up.

[RicardoFitbit]

Hi @Charley_Bruin let me give you a warm welcome to our Community! I'm glad to give you a hand with your heart rate difficulties.

First, let me appreciate your time and effort troubleshooting this matter prior posting. If you haven't already done so, I recommend you to check: Why don't I see my heart rate on my Fitbit device? and attempt the steps described in such article. Please note that the last step is a restart process, which completely different than the factory reset that was already tried.  

I'll be here if you need anything else.

[Charley_Bruin]

Yes, I made sure the heart rate is turned on and I have adjusted the placement and band numerous times; the heart rate does not work.

[RicardoFitbit]

Thanks for your reply and update @Charley_Bruin. My apologies for the delayed reply.

Thank you for taking my previous post in consideration. After further investigating your Ionic behavior I was notified by our Support team that they already provided you with assistance regarding these heart rate difficulties. That said, I recommend you to contact them back if you have any additional questions about their resolution, I'm sure that they'll be happy to respond your doubts.

Let me know if you have any additional questions and I'll gladly assist you with them.