Luxe won't track my heart rate accurately

[lois_esther_74]

I "upgraded" to the Luxe on 7/15 and the HR monitor has been glitchy ever since. It seems okay during normal activities, but when I work out my HR drops out, changes erratically and just disappears and I get the "--". Yes, I realize this does affect my actual workout, but the whole reason I have the Fitbit is to record my accomplishments and feel like I am getting "credit" for them. It is the only thing that motivates me. Tech support told me to restart. I did. Then they told me to restart using the charger. I did. Now I am waiting to get an email from IT about what to do next. So frustrating! My last model with the Alta HR and I never had these problems. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @lois_esther_74. Welcome to the Community Forums. We‘re taking into consideration your comments and sentiments in regards to our products and services. 

As you were notified by our Support Team, please note that your case was forwarded to our higher tier of support for further checking. Someone will be in contact with you soon as they have the resolution for your Luxe's issue. 

Have a nice day.

[lois_esther_74]

I still have not heard from the team this issue was supposed to be elevated to. I got aggravated and based on other experiences I read about here on the Fitbit community, I exchanged my device with a new one at Target. I have noticed the same problem when working out on the elliptical with the replacement, but I am giving it a bit more time. I really love the comfort and features of the Luxe, so I hope it works out. I feel like there is something stupid I must be doing. On the one I returned, I tried it for 16 days, at different placements and tightnesses on my wrist. Every time I start to sweat though, HR measurement became erratic or completely dropped off. I even tried sweat bands. No luck! 

[Keric12]

Mine is doing the same thing. Did a 30 minute workout today and 19 minutes were “below zone” because I had the __ instead of heart rate. It’s only or mostly when I exercise and it happens every time no matter how tight or loose I wear the band and no matter where I place it on my arm/wrist. 

[lois_esther_74]

Hey, I am curious, what type of work out are you doing? I have a problem when I use and elliptical. Today I noticed that when I hold the stationary handlebars, the HR tracker works MUCH better than when I use the moving handlebars. I still never heard anything back from Fitbit. 

[Keric12]

Hi! It does it sporadically and doesn’t seem to care what exercise I’m doing. Elliptical for sure, my Hiit workouts, my walking and jogging, strength exercises- doesn’t seem to matter.

Sent from my iPad

[Robbie130]

Me too.  And many others.  Not good for stress at all.  I wonder if some of us have peculiar sweat or different hairs on our arms (mine are very fine) as it seems that, regardless of all the advice, some us just cannot get accurate readings.  I have tried 3 different fitbits and none of them work for me.  Saving up for an apple watch now as I have heard they are more reliable on this.  But not holding out any hope really.  

[lois_esther_74]

Hey, so I have been patiently messing with the Luxe for almost six months now. I just want to add this note to my original post: For the most accurate time/heart rate tracking while working out, you will want to manually enter your exercise session. This is one of the swipe left-right options on the actual device, not in the app. It is a pain in the **ahem** to remember to hit start and stop, but I get an exact HR match to the HR monitor on the elliptical at my gym. It also recognizes that you are exercising immediately. No more results saying I only worked out for 17 mins when I did for 30. The auto recognize feature just plain blows, which is a shame. If I remember correctly, making this an option on your left-right swipe options does require some initial setup in the app, but I can't remember exactly how it did it. I hope this helps!

[mikeslub]

Mine almost always tracks heart rate too high during exercise.  Compared to other devices it doesn't come close.