Ionic Heart rate suddenly stopped working

[Sinker]

I have used my Ionic fit bit to record swimming Laos. After a week, it stopped recording BPM...I no longer get related information such as sleep analysis.ie

REM, light, deep, I followed the Fitbit advice re where on wrist to wear watch, cleaned the contact points and the tightness of the strap- all to no avail.

Moderator edit: Updated subject for clarity.

[YojanaFitbit · Accepted solution]

Welcome aboard @Sinker!  Thanks for trying all those steps beforehand, you did a great job! 

I've requested a case for you, our team will be contacting you via email shortly.  Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Let me know if you have questions about it. 

[Sinker]

I am continually astounded by the helpful, results oriented approach of Fitbit- the two times I have phoned for assistance, I received friendly, helpful direction leading to resolution of the problem. With regard to this specific issue, I had no time to phone as we were preparing to leave for a three month trip around the world. Currently I am in Cape Town, South Africa. My watch continues to record my swimming exercise and most other functions. I do value the sleep information and want very much to re-establish functionality. I am 75 and would like to return to the slower beats per minute of a year ago. Maybe that is not in the cards, but maintaining my current trend is a reasonable goal.  I do not know what is involved in changing the case. Is it something I cand while traveling? Or should I make do for now and deal with this when I return home?

Thank you for your responsiveness. 

[YojanaFitbit]

Hi @Sinker thanks for your feedback. I'm glad to know that you've found customer support really helpful.

Good luck in your trip, I hope you can keep tracking all your data in the meantime; since I think that we need to get more information about what is going on with your watch. I hope you get the time to get in touch with our team to check your case, although I think that maintaining your current trend is a reasonable goal for you at this moment.

I'll be around in case you need anything else.

[Heavenslin]

I have the same issue myself