Charge 3 - no heart data in the Fitbit App

[JHeadley]

I've had my Charge 3 for quite a while now, and I noticed last night that there is no heart rate data in the app. The device will still show me my heart rate in real time on my wrist, and in real time on the main page of the app. But when I tap the heart rate "tab" on the main page of the app, to bring up more info about it, it hasn't logged any heart rate data since Wednesday. 

I've tried:

• restarting my phone
• uninstalling and reinstalling the Fitbit app
• rebooting my Charge 3
• logging out and back into the app
• Syncing multiple times
• Turning Bluetooth off and on again
• Unpairing and repairing the Charge 3 within the Fitbit app

Frankly, I am very disappointed to see that so many people seem to be having similar problems, and I'm tempted to just cut my losses at this point. 

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @JHeadley. Welcome to the community forums. 

I'm very sorry for the inconvenience and thank you for the information and for the steps you've followed. To further investigate this inconvenience, can you please provide a screenshot? For instructions about how to attach an image, please check: How To: Add An Image To Your Post. 

Also, please confirm the model of your Fitbit device and the version of the operating system. 

I look forward to your response. 

[JHeadley]

Thank you, @WilsonFitbit , for your reply. I attempted to include screenshots, but no matter how I try to do it, I keep getting an error message that says "You do not have permission to upload images." The screenshots were going to be as follows: my "home" screen in the app, which does show my heart rate in real time (as does the Charge 3 and 4 itself); my latest exercise, which did track my heart rate then; and the heart rate screen itself, which is the one I'm having trouble with. Below the chart with my resting heart rate for the last 30 days, in the section for "This Week," there is only information for Sun-Wed; there is nothing for Thurs-Sat. However, I also logged into my Fitbit account on my husband's phone (iPhone 12 pro max), and it did show the heart data that is missing for me, so I believe it is an issue with the app on my phone.

I am using a Samsung Galaxy S10 for the app. I am having this issue both with my original Charge 3, and the Charge 4 I bought today. The Charge 4 is using Firmware version 48.20001.96.29. The Fitbit app itself is Version 3.41.2 (20243568). 

I have also turned the "Heart Rate On/Off" toggle in the Charge 3/4 settings off and on, with waiting 30 seconds in between, and with turning it off, rebooting the Charge 3/4, and then toggling it back on. No change. 

[JHeadley]

I also just logged in to the Fitbit dashboard on my laptop, and I am able to find the heart info that is missing in the app. It is definitely an issue with the app on my phone. 

[WilsonFitbit]

@JHeadley Thank you very much for the detailed information. 

Can you please confirm the version of the operating system of your Android mobile device? In the meantime, I'd like to let you know that the Fitbit App works well with any mobile device that meets the requirements listed in this link: https://www.fitbit.com/global/us/technology/compatible-devices.

I look forward to your response.  

[JHeadley]

I am using Android version 11. And just an update: the heart rate data has been logged since 5/16. I'm still missing 5/13-15, though. So I don't know what happened, but it seems to have fixed itself. 

[WilsonFitbit]

@JHeadley Thank you for your reply and for the information. 

I appreciate the update and I'm glad to hear that your Heart Rate data has been syncing again. Please test your Fitbit device and the Fitbit App and keep an eye on the behavior. 

See you around.