Can’t enable heart rate

[Emilyrowee]

I’ve tried numerous times but I don’t have the option to enable my heart rate, I tried unlinking and re downloading the app but no luck, 

I’d love some help with this so I can accurately track my workouts. 
Thanks In advance, 

emily 

[JuanFitbit]

Hi @Emilyrowee , Nice to see you here! I'm not quite sure what the situation seems to be. Could you please elaborate?

Do you see the heart rate tile on your Fitbit App?

Do you see the hear rate measurements on our Charge 4?

In the meantime, on the Charge 4 swipe your screen until you see the settings. On the heart rate settings tap on them to turn them on or off 

See you around. 

[Emilyrowee]

Hi, it’s on but on my app it won’t show me readings, it is telling me that I have too enable my heart rate but there’s no option to do that 

[JuanFitbit]

@Emilyrowee , Thank you for your reply. Could you please attach a screenshot of the error message on your next answer so that I can have a better idea of it?

I'll be expecting your reply!

[Emilyrowee]

 

[Emilyrowee]

Hello, just hoping for an update on this one? 🙂

[JuanFitbit]

@Emilyrowee , Nice to see you back. I apologize for not writing before. 

Make sure that no other Bluetooth device is connected to the cell phone or nearby. (headphones, keyboards, etc.)

Please follow these steps, some of which you have already done, but the order is important:

• Restart your Charge 4.
• Please on mobile, go to Settings>Bluetooth, and remove all connections that exist with the tracker. (Forget, ignore or unpair device depending on the phone OS version)
• Turn off Bluetooth and restart your phone. (switch off and on again).
• When the phone is back on, turn on the Bluetooth again, but DO NOT attempt to connect to the tracker from here.
• Go on the app. From here, try setting up the tracker as a new device.

See you around. 

[Emilyrowee]

Good afternoon, 

I have tried doing these steps twice and it still hasn’t worked, just says the same thing about enabling heart rate. 
it is possible it’s faulty? 

[JuanFitbit]

@Emilyrowee , Thanks for your reply and further confirmation. 

In that case and as some screenshots might have to be shared for our team to verify, please give us a call or chat with us. 

Click here to get connected. 

See you around.