Ionic's Heart Rate not working

[raventb]

My heart rate tracker has not worked in almost 5 months. I have tried everything on her and what I could find online. How do I get this resolved or get a replacement?

Moderator Edit: Clarified subject

[SilviaFitbit]

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

I appreciate the troubleshooting tried prior to posting. I'd like you to confirm that your heart rate setting is on by opening the Settings app > Heart Rate > Tap to turn the setting On. 

Can you let me know if your Ionic is showing an inaccurate heart rate reading or if it's not showing heart rate at all?

Looking forward to hearing back from you. 

[raventb]

Yes the setting is on and it does not read it at all.

[Dramer]

Same issue. I reset to factory settings a month ago and it started working again for a few days then stopped. Reset again and didn’t start working. I’ve confirmed in settings it’s on though. Not sure where to go from here. 

[Appygirl]

Me too. I have the addidas version of Ionic. I bought it Oct. 6, 2019 on my honeymoon. I have been without a heart rate for a month or longer. I have cleaned the watch carefully. I have made sure it is on in settings (which it should have been anyway since it used to work). I have turned it on and off. I have read through all the trouble shooting pages and tried all of them. All other things work except heart rate. I have been playing bingo with a group and now that I have downloaded the new upgrade, I can't get active heart rate things....so am at a disadvantage playing bingo......any suggestions??

[SilviaFitbit]

@raventb @Appygirl @Dramer Hi there. Thank you for getting in touch about this. 

I appreciate the troubleshooting tried prior to posting. Before creating a case with our Support team please let me know if you're not getting live heart rate or heart rate in your activities. Is this data not showing in your Fitbit app either? 

Looking forward to hearing back from you. 

[Dramer]

It’s not showing anything in Activity or live heart rate

[Appygirl]

Thanks...I've already talked to support team and am getting a replacement.
Thanks

[SilviaFitbit]

@Dramer Thanks for getting in touch about this.

In this case, I've shared your post with our Support team and someone will reply to you as soon as possible. Keep in mind that due to recent events affecting our operations we may take a bit longer to get back to you. 

@Appygirl Thanks for letting me know that you'll receive a replacement. 

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