Charge 3 green lights are not blinking

[jliz]

The green light on my Charge 3 is not working. A customer service had me reset the charger but no lights have come on. The heartrate monitor is to me the most important part of the tracker. The representative said he cannot get into the  innerworkings of my fitbit and had no other ideas for me. How do I get to a higher level tech person who perhaps can help with resetting the heartrate monitor? 

Moderator edit: subject for clarity 

[WilsonFitbit]

Hello @jliz. Welcome to the community forums! 

Thank you for the detailed information and for the troubleshooting steps you've tried. At this time, I was able to see that our Support Team was able to provide assistance and information. Your understanding is very appreciated but we've exhausted all troubleshooting steps, nevertheless, I noticed that they are still working on your case and they will get back to you with more information shortly. 

See you around. 

[jliz]

Has there been a recent update to the Charge 3 that could have caused this?
Alternatively, could I have somehow turned the heartrate monitor off? Any
help is appreciated!

[WilsonFitbit]

@jliz Thank you for your reply.

I'm not sure what could have caused this, but regarding your question about if there has been an update, I'd like to let you know that the Charge 3 hasn't had any recent firmware update. The last firmare version was 1.88.11. For more information, please check: What's changed in the latest Fitbit device update?

For your second question, probably you turned off heart rate in the settings app on your Charge 3. Keep in mind that you can turn on or off heart rate there. If you have questions on how to navigate your Charge 3 or how to find the heart rate setting again, please check: How do I navigate my Fitbit device?

You can also find instructions on the Charge 3 manual on page 19. 

On a side note, take into consideration that if you still require further assistance or if you have additional questions, you can reply back to your case and our Support Team will be able to continue assisting you. 

Hope this helps. 

[jliz]

The heartrate monitor setting is turned on, so that is not my Charge 3's issue.

[WilsonFitbit]

@jliz Thank you for your reply. 

I appreciate you confirmed that the heart rate setting is turned on. In this case, I suggest replying back to your case if you still have additional questions or concerns, this way our Support Team will be able to continue assisting you and they can provide additional information. 

See you around.