Ionic incorrect HR and no showing sleep stages

[Gosia88]

Hi, on the 11.07.19 my Ionic Fitbit started to show very high heart rate (I'm in the cardio and fat burn mode all the tame). Due to this I'm getting more than 600 min active time every day, even when I'm sitting at work on my laptop. My sleep stages are also  not showing and I'm struggling to swipe up my 'today' data on my watch what is extremely frustrating. 

I turned my watch off/on many times, charge it, change  the clock face many times. Nothing is helping. 

I would be grateful for some help. 

Thank you. 

Kind Regards 

Gosia

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

A warm welcome to the Community @Gosia88. Thanks for the detailed information shared. 

I appreciate the troubleshooting performed.

I would like you to follow these tips to improve the accuracy of your heart rate reading. Regarding the display issue you're experiencing with swiping up to your "today", try restarting it. 

In regards to your sleep not tracking, remember that your sleep stages are tracked using your heart rate information. Can you provide me with more details about your sleep stages not working? Are you receiving only sleep data? 

Keep me posted. 

[Gosia88]

Hi Silvia, 

Thank you for coming back to me.

I have followed all the tips, even bought a new charging cable, but nothing worked.... what is more yesterday evening my fitbit stopped working. I am unable to turn it on. I restart it, after 10 seconds I get the fitbit logo, but after that nothing is happening. I am extremely disappointed! It's only 1.5 years old. I would be grateful for any info where I can service it, as I'm struggling to find anything in UK.

Thank you.

Gosia

[SilviaFitbit]

Thanks for getting back @Gosia88. Sorry for the delayed reply. 

I'm sorry to hear that you're experiencing this with your Ionic. I appreciate you bought a new charging cable. 

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

I'll be around if you need further assistance.