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Ionic not properly tracking heart rate - Not receiving Sleep Score

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‎12-12-2020 05:49 - last edited on ‎12-14-2020 16:17 by Fitbit Moderator

‎12-12-2020 05:49 - last edited on ‎12-14-2020 16:17 by Fitbit Moderator

Can you please give us an updated time frame for when the Fitbit Ionic is going to be fixed to show correct heart rate readings, i.e. resting heart rate and exercise..mine has been wrong for the last two weeks and sleep score is not even calculating anymore. I pay for premium monthly and I can't even fully utilize it now and it's making my stats all messed up now. Please fix this as soon as possible.

 

Moderator Edit: Clarified subject

Moderator Edit: Content

 

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4 REPLIES 4

‎12-14-2020 16:08

‎12-14-2020 16:08

Hi @Dwayne73, it's nice to see another post from you here in the Community Forums, welcome back.

 

Thanks for bringing this to our attention and for the details that were shared in your post, I understand how frustrating this matter can be for you. Our Support team informed me that they already provided you assistance to resolve this situation. That said, I recommend you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case.

 

I'll be here if you need anything else.

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‎12-14-2020 16:52

In response to RicardoFitbit

‎12-14-2020 16:52

I still need it fixed. I called and they told me to restart the watch and then shut it down completely and neither worked. It still says my heart rate is 172 just sitting here typing this. This is extremely frustrating that no one is able or willing to send us a firmware update to fix this. I am not the only one with this ongoing issue. I pay for premium monthly and the watch itself was 300.00- none of the fixes they telll us to do work. can someone please fix this immediately. My sleep score has calculated in weeks nor has my resting heart rate. 

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‎12-15-2020 05:13

In response to RicardoFitbit

‎12-15-2020 05:13

I am having the exact same problem with heart rate monitor.  I had to do a factory reset with support last night and everything was working fine last night.  When I got up to workout it no longer tracked my heart rate.  I have been wearing this for 2 years and have never had this problem with my Ionic.  Support - please advise.  I have restarted watch, phone and app.....all to no avail

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‎12-15-2020 16:45

In response to Flahekm

‎12-15-2020 16:45

I am also having this issue and it seems to happen if I let my battery drain and then charge. I have had to do a factory reset twice over the past 6 mins to fix it each time and now getting ready to do it again. So disappointed because I too have only had 2 yrs...seems to be an issue with this watch from what I’m seeing.  Making me think twice about doing with Fitbit again.  

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