Charge 3 - Not tracking heart rate

[NaomiH567]

My heart rate hasn't been tracked since I last did exercise. I have rebooted my Fitbit but it still isn't working.

Moderator edit: format

[DavideFitbit]

Hello @NaomiH567, welcome to the Fitbit Community forums.  

Thank you for all the information you've provided about the inconvenience with your Charge 3 and confirming that you already tried the restart procedure. 

Before considering other options, please try to change the position of the device on your wrist following these recommendations, this has been useful for other users as well. In addition to the troubleshooting steps you already tried, please make sure that you've also followed the steps listed here below to complete the long restart procedure: 

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again. 

Please keep me posted on the outcome. 

[NaomiH567]

Hi Davide,

I tried that but it turned off and on without going to the progress bar?

Naomi

[DavideFitbit]

Hello @NaomiH567, thank you for your reply and confirming that you already tried all the suggested steps.  

I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

Let me know if you have further questions.