Ionic heart rate sensor not working

[Ollymax]

Hello my Fitbit ionic sensor doesn’t work anymore, it doesn’t show the lights or record heart rate. I have restart and followed the steps I’ve seen online and it still doesn’t work. Any help ?

Moderator edit: subject updated for clarity

[DavideFitbit]

Thank you for sharing this information @karkasi. I'm sure this can be useful for other users as well. 

@Djsimmo, let me know if you receive a response from the Customer Support team. 

I hope to see you around in the forums.  

[Drjekyll19]

I’m having this issue where my ionic has basically turned in to just a watch! Won’t count steps won’t count heart rate nothing. I’ve tried everything y’all suggested in this forum and nothing please help!! 

[DavideFitbit]

Hello @Drjekyll19, it's good to see you around in the forums for the first time, welcome.  

I'm sorry to see that you've been having trouble with the Ionic not tracking your activity and hear rate, thank you for all the details that you've provided and confirming that you already tried the suggested troubleshooting steps in the forum, like the restart and other procedures that have been useful to other users.  

I've sent your information to the customer support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. Please keep an eye on your inbox. 

Keep me posted on the outcome. 

[Rich_Laue]

Personally @Drjekyll19 I suggest doing a complete shutdown through the settings / help menu (I think that is where it is), rather than a simply software restart which may not reset a hardware lock up. 

[DavideFitbit]

Thank you @Rich_Laue!  

[Julsruls123]

Hello, 

im having the same issue as well. The green censor stopped working. I have checked the heart rate option to make sure it is turned on in settings. I’ve tried to repair the watch to my phone. I have also shut down the watch and turned it back on but still no luck. 

[DavideFitbit]

Hi, welcome to the Community forums @Julsruls123. 

Thank you for all this information about the heart rate sensor hat isn't working, and confirming that you already tried a few troubleshooting steps. 

Before considering other options, please let me know if you've also tried the steps mentioned here to complete a restart procedure. You can also try to perform a factory reset, but remember this procedure would remove apps, stored data, personal information, credit and debit cards (for Fitbit Pay-enabled devices). 

Keep me posted on the outcome.  

[Jmg37]

I am having the same issues as previously stated. I have tried to reset all and have had no luck. Thoughts?

[Rich_Laue]

Have you contacted Fitbit yet? 

Info will be in the top right slide out menu

[DavideFitbit]

Hi, welcome to the Community forums @Jmg37.  Sorry for the late reply. 

Thank you for confirming that you already tried the suggested troubleshooting steps. I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon.

Keep me posted on the outcome.

[Shteep]

Hi Davide! 

I’ve followed the instructions to restart and have tried refitting the Ionic numerous times but the missing heart rate and “- -“ reading still persists.

Help would be greatly appreciated! 

[DavideFitbit]

Hello @Shteep, it's good to see you around in the Community for the first time.  

Thank you for this information about what you've been experiencing with the heart rate and confirming that you already tried the suggested steps to improve the accuracy. I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

Let me know about the outcome. 

[Housejems]

How can I contact customer service - I’ve tried since September 1st to get my Iconic Fitbit to work but the sensors will not come back on. 
thanks for any help 

[DavideFitbit]

Hello @Housejems,  sorry for the late response. 

Thank you for all the details that you've provided about the sensors or your Ionic that are not working. 

I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. Please keep an eye on your inbox. 

Let me know about the outcome. 

[shashank.kabra]

Facing the same issue. Neither heart rate monitor nor the step count is working. 

[Housejems]

Contact customer service!!! They’re amazing!!! They couldn’t get mine to
work & had the details & sent me a replacement!!!
--
Sent from Gmail Mobile

[Shteep]

There is no software fix apparently and Fitbit is unwilling to replace the
hardware because my warranty expired (not sure about yours). The only
solution they provided was the following:

- 40% discount towards: Versa Lite Mulberry and Versa Lite Marina Blue
colors or a 25% discount towards the following trackers: Charge 3, Ionic
and Versa Lite (Other colors than the ones stated above).
- Refund within 45 days from the date of purchase (The device must be in
a good condition in order to be returned for a refund).
- New warranty period.

[Jmg37]

Same...not impressed.

[shashank.kabra]

Started working after device factory reset and app reinstall.

[DavideFitbit]

Hello everyone, sorry for the late response. 

Welcome to the forums @shashank.kabra, and thank you for sharing these updates. It's good to know that your heart rate information is being tracked again after the factory reset and app reinstall. 

Thank you for sharing your experience with this @Housejems.  

@Shteep, I'm very sorry to see that you've experienced trouble with the heart rate. It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase. Thank you for all the feedback provided. 

@Jmg37. could you please confirm if you already tried all the steps mentioned here earlier?  

Keep me  posted.