Charge 2 won't read heart rate

[ktbco]

Hi @HeydyF im having the same issue and I've restarted my tracker 3 times now. Any suggestions? 

Moderator edit: updated subject for clarity 

[HeydyF]

Hi @ktbco, it is very nice to see new faces around! 🙂 Occasionally the tracker can have difficulty finding a signal, typically due to the tracker's fit. For example, wearing your band tightly may constrict blood flow in your wrist and affect the signal. We also recommend experimenting with how high you place the tracker on your wrist. When you're not exercising, wearing the tracker just above the wrist bone. However, moving the tracker up a couple inches can be helpful during high-intensity exercises or exercises that cause you to bend your wrist frequently. If you haven't already done so, please review our recommendations for wear and other tips in this post.
By default your tracker's heart rate setting is "Auto," which means the heart rate sensors are on when the tracker is on your wrist. To verify you didn't accidentally turn the sensors off you can verify/change the Heart Rate setting in your Fitbit account.
If you're wearing the tracker correctly and the heart rate setting isn't turned off, try changing the setting (either Auto to On or On to Auto) and then syncing your tracker. The change won't take affect until you sync.
And thanks for restart your Charge 2.

Let me know how it goes!

[CBISHOP0410]

My Charge 2 won't read my heart rate anymore but still syncs with the app and still keeps track of my steps.  I've re-synced but still not getting the heart rate monitor to work.  Yes, I've changed the settings from On Auto and Off.   It was working fine untill it stopped yesterday.  What should I do next?

[HeydyF]

Hello @CBISHOP0410, welcome to the Community!  When you say that your Charge 2 is not tracking your heart rate, does that mean that instead of your heart rate, are you seeing this "--"? If so, beside turning the heart rate monitor from On to Auto and Off, I'd like you to try to restart your tracker. Just follow the instructions in this post to do do. 

Give it a try and let me know if that works! 

[Aishling96]

Hi , my fitbit charge 2 won't tell me my heart rate . I even restarted it and I thought works for an hour but then disappears again . This has been going on a week . ANy idea how to fix this?

[HeydyF]

Hey @Aishling96, welcome aboard! Instead of your heart rate, are you getting this "--"? Even after you restart it? If that is the case, let me explain to you that occasionally the tracker can have difficulty finding a signal, typically due to the tracker's fit. For example, wearing your band tightly may constrict blood flow in your wrist and affect the signal. We also recommend experimenting with how high you place the tracker on your wrist. When you're not exercising, wearing the tracker just above the wrist bone--as you would a watch--typically works fine. However, moving the tracker up a couple inches can be helpful during high-intensity exercises or exercises that cause you to bend your wrist frequently. If you haven't already done so, please review our recommendations for wear and other tips at this post.

If you're wearing the tracker correctly and the heart rate setting isn't turned off, try changing the setting (either Auto to On or On to Auto) and then syncing your tracker. The change won't take affect until you sync.

Give it a try and let me know how it goes! 

[Charlysam]

The suggestions on here dint actually fix the problem. My Charge 2 hasn't recorded my heart rate since 12th March and none of the suggestions here about restarting or resetting actually help. This issue started after an upgrade to bug fix. I've had my charge for well over a year and yes, occasionally it loses the heart rate tracking when the battery's dying or it's too loose on my wrist but the fact that it's been almost a month and it still isn't tracking is evidence (to me anyway) that it's a bigger problem, especially as I'm having problems syncing my Fitbit. Please investigate and fix .

Thanks 

[HeydyF]

Hey @Charlysam, it is cool to see new faces around!  I appreciate the time that you have taken to try to fix this issue with your Charge 2 not reading your heart rate. I guess that instead of your BPM, you are getting this "--", right? Beside that, I'd like you to try a couple of things more if you haven't. If you're wearing the tracker correctly and the heart rate setting isn't turned off, try changing the setting (either Auto to On or On to Auto) and then syncing your tracker. The change won't take affect until you sync. If after trying that, the issue persists, I'd like you to setup your tracker as a new device and wear it for a couple of days. 

Let me know if that works! 

[Charlysam]

Still not working and I have set up as a new device

[HeydyF]

Thanks for your reply and try the suggestions that I posted above @Charlysam. Since the issue persists, I'd like you to take a look at your inbox so you can get further assistance. 😉 

Let me know how it goes! 

[kshut94]

Hi, you said "By default your tracker's heart rate setting is "Auto," which means the heart rate sensors are on when the tracker is on your wrist. To verify you didn't accidentally turn the sensors off you can verify/change the Heart Rate setting in your Fitbit account. " but where on the fitbit account can I do this? I see the tile for the heart rate and when i click the settings gear that appears, my only option is to delete that tile. When I click on settings gear at the top of the entire dashboard it doesn't lead me to turn it  to on from auto either... can I get more specific directions?

[HeydyF]

Hey @kshut94, let me give you a warm welcome to the Community! That is correct my friend, if you have the heart rate monitor set to "auto" your Charge 2 will track your heart rate while you are wearing it. Now, if you'd like to change these settings and you are using the PC Dashboard, please take a look at these instructions: 

1. Go to the "Gear icon" on the upper right corner and click on "Charge 2" 

2. The scroll down and click on "heart rate" and select the option you want 

3. Finally don't forget to sync your Charge 2 to save these changes. 

Let me know if you have further questions! 

[QuonB]

I’ve recently been having the same issues that youvehad in the past with your charge 2. What was the remedy for fixing the heart rate? 

[Charlysam]

Rebooting the device helped. So plug your charge 2 into the charger and hold down the button until it vibrates. It'll probably give you a 4 digit code to pair with your phone again but then it will work

[QuonB]

Yeah I tried that. A few days ago it’s still not working. Thanks for the feedback tho

Sent from my iPhone

[Charlysam]

If I'm honest, I think the reason it eventually worked was because they did another upgrade... not because this is the fix.

Email them and explain that the device is faulty - and that you've tried all the troubleshooting advice on the community. They should be able to give you more tailored advice

[gbm39]

I had this happen (stopped reading heart rate) back a couple months ago.  After figuring out I hadn't actually died, I tolerated it for a while.  Then, after reading this web site, after doing a number of reboots, and turning heart rate setting to off, then back to on, back to auto, etc., (and syncing), and also doing a bunch of resets, a few days later, I got it to work again.  And it worked fine for a while.  Then it stopped, and I was able to get it to work by doing the resets, etc.  However, today it did it again, and I can't seem to get it back working.  And although it seems to sync fine, it and my phone done talk very well, as I don't get texts showing on my fitbit.  I receive the fitbit last year as an award at work, and was pleased with it - until it started having problems.  My health coach now wants me to do increase my heart rate while exercising, but I can't track it with my non-functional fitbit.  I'd like a solution to this problem, or I'll have to go buy a new (different brand) device.     

[gbm39]

some more resets (I probably did a couple dozen), a few forced stops of the app, a few more times of turning the heart rate setting off, on, auto, and finally, I have a heartbeat again.  It's nice to have a heartbeat again, but I'd like to not lose it in the future. I'm not sure what caused the problem, other than I think 2 of the 3 times this happened, I had been mowing the lawn.  So, maybe I just have to take off my watch before I mow.  maybe the vibration bothers it.  (although it didn't use to be a problem.)  

[Marcella86]

Hi, I have all the same issues. Fitbit isn’t reading heart rate. It’s displaying “—“. It’s also only giving simplified sleep data which is incorrect, not recording hourly steps correctly and not recording/tracking exercise correctly. I am wearing it correctly, have reset numerous times, have changed heart rate from “auto to on” and on back to auto and re-sync. Nothing works. Please provide a fix.

[Acmc]

Hi, I was having issues with my BPM. Tried several restarts and turning heart rate on and off and to auto and it didn’t work. 

I uninstalled my Fitbit and then set it up as a new device and it’s worked so maybe it just needed a hard reset.  My Fitbit is nearly 2 years old. 

Hope this helps for others facing similar problems and it doesn’t happen again!