Charge 3 heart rate stops working during workout

[rrwhite04]

My charge three is only one week old and throughout the week I have experienced the heart rate being inconsistent during a circuit training workout. I will look at my band and there will be no heart rate registering and then it will suddenly pop up. So I am seeing heart rate sometimes and then it stops reading heart rate.   Also, I have been contacted by technical support about a previous problem of after completing a work out it shows my pace instead of my calories burned in the readout. Don’t understand why this is still happening. I have the charge to and after you finish the work out on your fit bit app you could see your workout calories burned immediately. 

Top view is what is being shown after work out showing Pace. The very bottom shows my last work out with the charge 2 and it shows calories. 

[JuanJoFitbit]

@rrwhite04 It's great to see you in our Fitbit Community! I'm sorry to hear that your Charge 3 is not tracking your heart rate as it should. Thank you by the way for providing a screenshot of your Fitbit app account. Since the issue persists even though you have troubleshooted this issue and your case was being handled by our Support team, I was able to contact them and told me that they'll reach you via email in order to follow up and provide a solution. Please keep an eye on your email account since they'll contact you soon.

Let me know if you have any doubts! 

[rrwhite04]

As of 10/26/18 There has been no fix for this issue. Really disappointed at this point.

[JuanJoFitbit]

@rrwhite04 I'm sorry to hear about the experience you've had with your Charge 3 and I appreciate your feedback. Since your case was being handled by our Support team, they will assist you further via email. I appreciate your patience and understanding with this. They will contact you soon.

Keep me posted if more questions arise!

[Memphian]

Hi, I have the same problem. My charge 3 doesn’t track my heart rate during my entire workout. It stops tracking for a period and resumes tracking again. It does this over and over again. I have restarted my charge 3 several times and it still malfunctions. Can I contact someone about this?  Thank you. 

[JuanJoFitbit]

@Memphian Welcome to our Fitbit Community! I'll be glad to assist you with your Charge 3 since it doesn't track your workouts. By the way, thank you for restarting it before contacting our forums.

Please make sure that your Charge 3 is not being worn too tight or too loose. In the meantime, follow the troubleshooting steps that are listed in this help article. This article also contains the restart process but you can skip it since you already tried it.

Keep me posted! 

[Memphian]

@JuanJoFitbit Hi, thank you for your reply. I have restarted the charge 3 and also have tried changing wrists. The HR is still malfunctioning. It stops tracking during workouts. This has only been happening the past month or two. For the first few months, the device was tracking properly. Perhaps this is a firmware issue or the device is defective. What do I do now?

[JuanJoFitbit]

@Memphian thank you for getting back and trying the recommended troubleshooting steps.

Since the issue persists, I'll send your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

Let me know if you have any questions! 

[ateldridge2]

I'm having exact problem as this thread.  My Fitbit is a week hold and it stops tracking my heart rate about 5 min into my exercise... every time.  .  I've tried tighting the strap, does help.  I plan to take it back by the end of the week.  Please have your support team email be first; I'd like to stay a fitbit customer but not if the product does not work. 

[Motoxgrl83]

So I’m having the exact same issue! All this week I’ve been fighting my tracker because during the workouts all I can see is - - for heart rate yet when I sync after the workout is complete the heart rate information loads right in. This is unacceptable! I want and need to know my heart rate DURING the workout. That is the point of having fitness tracker isn’t it?! This is the 2nd charge 3 I’ve had since December! Now due to Covid19 they will not answer their phones AND the chat is not workout! I’ve tried 3x and it just keeps dropping out and now you can’t even load the chat page to try again! I’m beyond frustrated!! My charge 2 was fabulous, WTH happened with this charge 3?! 

[SunsetRunner]

I'd also appreciate hearing any 'fixes'. For two weeks my fitbit was always showing calories burned; now it shows pace, instead... 

Thanks.

[ShannonAnna]

I'm having the same issue. I've noticed if I activate the display it sometimes starts picking up hr again but I cant double tap the screen every five seconds for the workout

[wbcthree]

I have the same problem.  My Charge 3 will drop out for a minute or two at a time, always when I am exercising, or at least that's when I have noticed it.  I have restarted the device several times.