Luxe heart rate monitor stopped working

[Elisademartin]

My Luxe watch don’t have anymore the green backlights working. It does recharge but it doesn’t switch on and stays on for any tracking activity neither watch. Normally the green lights were blinking on the back, now they are off.

is there anything to do to solve the issue?

thanks!

Elisa

Moderator Edit: Clarified subject

[Julia_G]

Hi, @Elisademartin , is it possible that the HR is switched off?  You can check this on your Luxe by swiping down from the clock screen to the quick settings screen.  On the quick settings screen swipe down again until you come to Heart Rate.  It has a toggle screen to turn HR off or on.  If it is set to off, toggle it back on again, then swipe left to return to the clock screen.

If the HR is set to ON but still is not working, please toggle it to OFF, return to clock screen, then go back to HR and turn it ON again.  Hopefully this will fix it.

It might also be worth giving your Luxe a restart.  Instructions here .

Let us know if this works for you.  Welcome to the forums!

[Elisademartin]

Hi Julia_G thank you so much for your help.

Unfortunately it still does not work.

I followed both suggestions on HR and the restart but it does not register any heart beat neither any step. And also I noticed the battery doesn’t last for long time.

maybe it got damaged somehow.

Is there any chance I can get it fixed by some assistance? Do you know?

thank you again! I appreciate a lot your help!

Elisa

[MarreFitbit]

Hi there, @Elisademartin. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Luxe and following @Julia_G's suggestions provided above. 

I've seen you contacted our Support Team after posting here and they're now assisting you with this matter. Stay tuned to your inbox for updates on your case!