Charge 3 HR only shows correct HR when I start an Exercise

[nicholas720]

Hello - I was running with my Charge 3, and I noticed that the HR was really low around 70-90 - once I actually started an exercise on my Charge then the HR went back up to the appropriate level - I've attached an image (the green arrow shows when I started the exercise on my device.)

Are we supposed to start an exercise if we want a correct active HR?  I thought it usually picks it up regardless of starting the exercise on the device?

[AlvaroFitbit]

@nicholas720 It's great to see you in the Community! 

Let me help you with this and thank you for sharing this screenshot. The tracker should pickup your heart rate regardless if it is in activity mode or not. I suggest you clean the back of your device with cotton and rubbing alcohol and restart it. Turn the heart rate off, save and sync then turn it on save and sync again. Also check these tips to improve the heart rate reading on your device.  

Let me know how it goes.

[nicholas720]

Hi Alvaro - 

Thanks for getting back to me - I've tried all of that and the problem still occurs where the heart rate is very erratic when I haven't started an activity (randomly going from 70 to 130 and back again) as opposed to a correct heart rate reading throughout the exercise only in the times when I have started the activity on my charge 3.

Let me know if you know of anything else I can try.  Thanks!  Examples are below...

WITHOUT ACTIVITY STARTED

WITH ACTIVITY STARTED

[AlvaroFitbit]

@nicholas720 thank you for your reply.

Since the issue persists I suggest you contact our Support team for further assist you. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

Keep me posted.