Luxe provides inaccurate heart rate readings

[Auréliee]

I'm sitting, resting and suddenly I get a notification saying '''congrats, you've been active for 45+ minutes'' while my bpm on device and app shows 150 bpm. Then it will tumble down back to 80 within 20 seconds. Then it will suddenly spike back up to 150 and so on and on for almost an hour or more.

This has happened well over 15 times now.

When I check my pulse during this however, it's still normal. When I check with one of my previous fitbits, like the versa or charge, it's still around 80 on there. I've checked with multiple other heart rate devices which I own, like a blood pressure meter, someone else their apple watch, a finger heart rate monitor and they all show a steady bpm of 80. The luxe is the only one that shows an absurd high changing heart rate. 

I'm also on betablockers so even during exercise my heart rate stays well under 130 bpm and this is all during rest or sleep.

I only use the original band that came with my purchase.

My wristband fits tight around my wrist in the right place.

I've cleaned off the sensors and removed any moisture during this.

I've contacted customer support and have tried all manuals available: multiple hard resets, disconnecting from the app multiple times, disabling and enabling heart rate including resetting after this, any kind of reboot/reset available. All multiple times.

Nothing works.

This has never happened to me and I've had over 3 different Fitbit devices since 2018 before this. This all started with the Luxe since July 2022. The device might just be faulty.

I have contacted customer service since then multiple times and all they give me is a manual to reset my device, despite me already having done all of that multiple times. I'm not unfamiliar with technology. I'm 100% certain my resets worked as intended, they just don't fix the problem.

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @Auréliee welcome to the community, you clearly have a persistent problem with your "Luxe", I can only suggest you contact "Customer Support" again using the chat facility or phone for a prompt response. I envisage it will be a long call and well worth preparing in advance with a note of your previous contact with them, the steps you have taken & the result. You do not mention how long you have had your "Luxe", you may still have cover under the "Warranty" depending on where you live & when you bought it.

I hope this helps.

Cheers

[LizzyFitbit]

@Auréliee Welcome to the Community Forums. @Gr4ndp4 Thanks for your great help!

@Auréliee Thanks for the detailed information and sharing the steps you've tried so far. I understand how frustrating this has been for you and I'm sorry for this situation. To continue helping you and make sure all the steps were exhausted, could you confirm if you've also tried the tips described in this help article to improve the accuracy of a heart rate reading?