Charge 2 not displaying heart rate

[Julie2719]

My heart rate stopped tracking this morning. Has not shown a number since about 8 am today ( now 8:50 pm). I have tried charging it, wiping the back with a lens cloth, turning heart rate off on the app and syncing and then back to auto and sync again. Nothing. I called customer support and had a rude and incompetent individual and eventually gave up on the call. I have never had bad customer support before and have been a Fitbit user for years. I am very frustrated right now. I will have to call again but I am frustrated. Maybe it is time to try a different brand of tracker. 

Moderator edit: subject for clarity 

[HeydyF]

Hey @Julie2719, it is great to see new members around! Oh! I'm sorry to hear about what is happening with the heart rate of your Charge 2. I guess that instead of the BPM, you are getting this "--" on the display, right? On the other hand, I want to thank you for the tips you tried to fix this prior posting. Beside that, I'd like to suggest you to try to restart your Charge 2, just follow these instructions: 

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You'll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker's display. Your Charge 2 will begin charging.
4. Press and hold the button on your tracker for four seconds. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
5. Unplug your tracker from the charging cable. 

Let me know if that works! 

[Julie2719 · Accepted solution]

Thank you for your reply and the very helpful description of the restart
process. I have done this several times now but alas there is still no
heart rate tracking just - - under the empty heart outline. I do get the
Fitbit symbol and some numbers so I know I have successfully restarted. The
loss of heart rate tracking has also affected sleep stages tracking. So I
think something is broken in my tracker. I have had it for about 18 months
I believe. I have owned so many Fitbit products over the years coming up on
5 years continuous use. I do like them. I just wish they would last longer.

[Julie2719]

Oops I thought I was unchecking the box “ accepted solution”. There has NOT been a resolution to this issue. 

[HeydyF]

Thanks for trying to restart your Charge 2 @Julie2719 by following the instructions that I previously posted. Since the issue persists, I'd like you to take a look at your inbox since I escalated your case so you can get proper assistance. 

In regards of the response that you marked as "Accepted solution", just click on the three dots on the upper right corner, then click where it says "Not the solution" and that's it. 😉 

Let me know how it goes! 

[Hollyle8]

I am having the same issue with my charge 2. It stopped tracking my head rate yesterday around noon and did not track my sleep last night. I have restarted it 2x and also changed it to always on in the app. What else can I try? 

[Julie2719]

Nothing but replace. I am saving for an Apple Watch and will just deal with
the remaining function of my Fitbit until I replace it. Sorry. Unless your
Fitbit is less than a year old - in that case you may get help from
customer service.

[Max1000000]

Same here, no heart rate. Tried restarting it, off on auto, nothing works. Time for Apple Watch I think.

[martyd59]

I would like to jump in as well.  My heart rate stopped displaying yesterday, I am only seeing one of the green lights flash and my battery charge lasted less than 24 hours.  Am I at the "end of life" stage for my Charge 2?

[Hollyle8]

In my opinion....yes. Mine won’t keep a charge now at all. I ordered the
Versa. I hope it lasts longer than my charge 2 did.

[Max1000000]

I bought an Apple Watch. Cost more but their service is much faster and better than Fitbit.

Sent from my iPad

[Julie2719]

My lights all quit. My battery is still holding a charge but now my band is
breaking ( already had to replace once). I may have to get a new band to
last until Christmas.

I think all Fitbit products have a less than two year lifetime. Just my
opinion.

[mtbmartinez]

This is exactly what happened to me yesterday.

[mtbmartinez]

My HR stopped working yesterday, too, and a couple of hours later it completely died.  Thinking about trying a Garmin instead for better GPS tracking.

[Jag1973]

My Charge2 stopped tracking heart rate a few days ago and it is only 6 months old. Unfortunate since heart rate stats is the reason I chose the Charge2

[Julie2719]

Try again to reset it. My ne started working again after about 4 weeks when
I tried the reset again. Attach it like normal to the charger and then
while it is attached press and hold the button in on the side until the
Fitbit logo appears. Leave it on the charger and don’t remove it for at
least 30 minutes ( this step may not be necessary but it is what I did when
it worked).
Try it about once a week until it works again.
I hope it will come back on like mine did.

[Mommyemily]

Exact same thing with mine!  Frustrating and extremely disappointing.  So so bummed about this.  You think for price they should last longer.  Your story could be written by me. 😭

[Mommyemily]

---

@Julie2719 wrote:
Thank you for your reply and the very helpful description of the restart
process. I have done this several times now but alas there is still no
heart rate tracking just - - under the empty heart outline. I do get the
Fitbit symbol and some numbers so I know I have successfully restarted. The
loss of heart rate tracking has also affected sleep stages tracking. So I
think something is broken in my tracker. I have had it for about 18 months
I believe. I have owned so many Fitbit products over the years coming up on
5 years continuous use. I do like them. I just wish they would last longer.

---

Exact same thing with mine!  Frustrating and extremely disappointing.  So so bummed about this.  You think for price they should last longer.  Your story could be written by me. 😭

[Mommyemily]

---

@Max1000000 wrote:

Same here, no heart rate. Tried restarting it, off on auto, nothing works. Time for Apple Watch I think.

---

Me too!

[HeydyF]

Hey folks! I hope you are doin' great! Oh! I'm sorry to hear that your Charge 2 is not longer tracking your heart rate. Let me ask you this guys, instead of your BPM, are you seeing this "--"? If so, I'd like you to try the following: 

- Review the wearing tips fr heart rate trackers

- Switch HR setting to off and sync.
- Switch HR setting to Auto and sync.

- Wait at least 60 seconds before checking heart rate again

- Restart your Charge 2 

Let me know how it goes!