My Ionic stops measuring heart rate at random points of the day

[d_man1212]

I've had this issue with my Fitbit Ionic for a couple of weeks now where it would intermittently stop measuring heart rate. This would occur on walks, when sleeping, when working out, and when at rest. This has occurred before and after the firmware update so I don't think the issue is software-related. I've done everything short of a factory reset that is recommended by Fitbit. I've only had it for three months so it should be covered under your warranty and I would like to get it repaired but can't find out where/who to contact. Please help!

[SilviaFitbit]

@d_man1212 A warm welcome to the Fitbit Community. Thanks for getting in touch about this. 

I appreciate the troubleshooting tried prior to posting. I've shared your post with our Support team and they mentioned you already contacted them, please continue the communication through email, they'll be happy to assist. 

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

[Dacroston]

My Iconic has quit recording and displaying my heart rate. I was using my fitbit for monitoring gear rate during ply metric/Tabata/weight training sessions instead of having to strap on a heart rate monitoring strap and really disappointed it quit on me. Mine does seem to have happened after I updated the firmware. I tried to reach Fitbit customer support but 15min on hold and I still had not talked to anyone. Very frustrated at the moment and being this is my second Fitbit in about a year and a half when friends and family have had their Apple watches for longer really considering switching trackers. 

[SilviaFitbit]

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

I see where your disappointment is coming from as I understand the importance of the data tracked.

I appreciate that you tried contacting our Support team. I've shared your post with them and they mentioned that you got in touch with them and troubleshoot this, please continue the communication with them, they'll be happy to assist. 

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

[Dacroston]

Sad to say what the tech support had me so did not work and I will be calling back shortly to see what they can do to replace the Ionic. I will be researching which Apple Watch fits my life and save up to soon switch and unfortunately say goodbye to the Fitbit community. Fun challenges, great motivation, and lots of supportive people but the trackers fail too much for me. I personally have now come thru three trackers (Blaze, Versa, and Ionic) in less than two years. I ditched Blackberry and Android phones years ago for the same reason. We spend way too much $ for these things for them to be buggy and fail like this. My fiancé has a Versa2 that the notifications have never worked and she had screen issues with her Charge 3 prior. I lost track of how many Charge 2’s she has gone through.

[SilviaFitbit]

@Dacroston Thank you for getting back.

I appreciate that you shared your experience with Fitbit trackers and watches, sorry to hear that you had to exchange them during the time that you had them. Our Support team is always here to assist you and provide you with the available options. 

Hope you could continue being a Fitbit user. I'll be around if you have any additional questions.