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Ionic heart rate not showing and getting many steps

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‎03-28-2019 17:51 - last edited on ‎03-29-2019 15:16 by Fitbit Moderator

‎03-28-2019 17:51 - last edited on ‎03-29-2019 15:16 by Fitbit Moderator

My new Ionic has a pretty display but... heart rate monitor stops working during exercise, several reboots later it starts again but exercise is logged as no heart rate and 24 calories. It takes several reboots to get it to sync (that's of the watch and my phone's bluetooth) and somehow it logged 18000 steps and 12km all with 8 mins activity, super woman! Should I send it back and get a forerunner?

 

Moderator edit: Updated subject for clarity 

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‎03-29-2019 15:15 - edited ‎03-29-2019 15:19

‎03-29-2019 15:15 - edited ‎03-29-2019 15:19

A warm welcome to the Community @MarPav! I appreciate the details that you've mentioned. Sorry to hear about the issues that you're experiencing with your Ionic. 

 

I appreciate the reboots that you've performed in order to get it working again. I would like you to make sure that you've restarted it properly.

 

Also, I've shared your case with our Support team and they've mentioned that you already have a case with them. Please continue the communication through email. 

 

I'll be around if you need further assistance. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


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‎03-29-2019 18:01 - edited ‎03-29-2019 18:03

In response to SilviaFitbit

‎03-29-2019 18:01 - edited ‎03-29-2019 18:03

I've used that method and also going into About and closing down.

Logging a support call doesn't fill me with confidence. Somebody hacked my fitbit account last week and, although I've been able to change my password, the fraudulent name still appears on my account and I've heard nothing from support at all. It's all looking a bit rubbish. 

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‎04-01-2019 12:17 - edited ‎04-01-2019 12:18

In response to MarPav

‎04-01-2019 12:17 - edited ‎04-01-2019 12:18

Thank you for getting back @MarPav! Sorry for the delay in my reply. I appreciate the details that you've mentioned. Our Support team has escalated your case to a higher level and they are already investigating it. Your patience while they reply to you is appreciated. 

 

I'll be around if you need further assistance. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


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‎04-01-2019 14:54

In response to SilviaFitbit

‎04-01-2019 14:54

It's already been a long time! Why can't they take the fraudulent name off of my account?

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‎04-02-2019 11:32

In response to MarPav

‎04-02-2019 11:32

Thank you for getting back @MarPav! Our team takes this topic very seriously and they are investigating it before making any changes. 

 

Your patience with this is appreciated. I'll be around if you need further assistance. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


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