Ionic not showing heart rate all the time

[Matewis]

Looking at my screen my heart rate will show less than 50 % of the time. It randomly shows and disappears. Does not matter how tight or loose the watch fits. So during a workout I will check to see when HR starts to increase, then suddenly it disappears to show up 2 minutes later again. VERY frustrating!!!

it is connected to an iPhone SE, 256 GB

Moderator Edit: Clarified subject

[SilviaFitbit]

@Matewis A warm welcome to the Fitbit Community. Thanks for getting in touch about this. 

I appreciate the detailed information shared and for trying to adjust the band. I see where your frustration is coming from. 

As with all heart-rate tracking technology, accuracy is affected by personal physiology, device location on your arm, and type of movement.

For a more accurate heart-rate reading:

• Wear your Fitbit device on top of your wrist, and make sure the back of the device is in contact with your skin.
• When you’re not exercising, wear your device a finger’s width above your wrist bone.
• During exercise, wear your device a bit tighter and higher for an improved fit. The band should be snug but not constricting (a tight band restricts blood flow, potentially affecting the heart-rate signal). Many exercises such as bike riding or weight lifting cause you to bend your wrist frequently, which could interfere with the heart-rate signal if the watch is lower on your wrist.

Also I would like you to check some factors that can affect your heart-rate reading on your Fitbit Ionic. 

I'll be around if you have any additional questions. 

[Matewis]

Hi Silvia, Yes, my issue is like the first screen. It's frozen, probably during half of my workout!! Very frustrating. My watch sits on the same position all the time, two fingers aboth my wrist. Half of the time recording HR and half of the time frozen!!! If this is the case, with no solution, I'll definitely switch to something else, like apple watch.

Why did this not happen with my previous Ionic watch? The one I'm using now is about 6 months old!

Really dissapoited!!

[SilviaFitbit]

@Matewis Thank you for getting back. I appreciate the clarification added, sorry to hear you're experiencing this with your Ionic. 

In this case, please restart your watch, change the clock face and let me know the results. 

Looking forward to hearing back from you!