Battery drain and not recording heart rate

[Minituffy]

Hey guys,

I have seen another post with almost the exact same problem but the comments and solutions weren't very clear as a seperate help ticket/email was started with the user. Hoping I can get some help.

After having my fitbit work flawlessly for about 18 months, it is now all of a sudden struggling to hold it's charge for a full day, sometimes only a few hours. The heart rate monitor is also now not working at all. I have tried resetting it, resyncing, changing loads of settings, just about everything you can imagine.

I know batteries on electronic devices do deteriorate but a dew days ago it was still lasting 4/5 days.

Thanks in advance!

Edit: This is the post I mentioned that features all the exact same problems as mine. Including - as I have now just noticed - the black line across the screen.
https://community.fitbit.com/t5/Charge-2/Charge-2-battery-is-draining-to-fast-and-heart-rate-stopped...

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Minituffy thanks for bringing this to my attention, I'm happy to give you a hand with this situation and a warm welcome to our Community Forums!

Seems odd that your device is working in such way, this is certainly not the way we designed it. Let me share with you that our Charge 2 device was designed to last 5 days but the battery life also depends on how frequently you use its features. That said, I recommend you charging your Fitbit with a USB port from a computer or a UL-certified outlet into the wall, then turn off all the features that you don’t use too much and check this help article for more tips and recommendations. Regarding the heart rate sensors not recording data, please check our help article: Why don't I see my heart rate on my Fitbit device? and take in consideration all the information and troubleshooting steps that are specified there and let me know how it goes. Such article includes a restart process, which may erase the line on your device's display too.

Keep me posted, I'll be here if you need anything else.

[Minituffy]

Hi @RicardoFitbit  thanks for the advice.

The battery had previously been working for 5 days with my regular settings and is now suddenly only lasting for a few hours. I have tried turning off as many features as possible and charging from several different USB ports, but the problem persists. 

Also one of the green lights on the sensor doesn't seem to be working. I'm not sure if this problem was there when I first posted my problem or not.

A new problem now is that the button on the side is not working correctly and I have to press it several times to flick through the various screens.

I have attempted several resets which have not worked either. With the green light and the button now not working as well as the previous issues, I'm thinking there is a hardware problem rather than a software one?

[RicardoFitbit]

You're welcome @Minituffy thanks for your reply and update. My apologies for the delay in responding. 

I appreciate your effort and time troubleshooting your device with the information that was previously posted, thanks for taking in consideration such steps. I'd like to let you know that our Customer Support team was contacted on your behalf to receive further assistance directly with them. That sad, please keep an eye to you email inbox for their contact, they'll be in touch with you soon.

In the meantime they contact you, let me know if you have any additional questions.