Charge 3 shows high heart rate

[Elaine525]

My charge 3 started showing very high heart rates consistently a few days ago. I’ve been wearing this for more than a year and it worked well. But suddenly a few days ago, the charge 3 started showing very high heart rates even during my sleeping, normally my sleeping heart rates is below 70. But now it was above 130! Also it cannot show my sleeping details any more. I think there must be something wrong with this device. I still wear it as usual. But it shows during daytime, I am consistently doing work out due to its reading of my heart rates too high. It shows I am doing cardio all day which is not!

how can I fix this issue?  I tried to check the update and it show its up to date.

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @Elaine525. Welcome to the community forums. 

I'm very sorry to hear about this experience and thank you for the detailed information. I recommend trying to perform a restart to your Charge 3, by doing the steps here: How do I restart my Fitbit device?

If that doesn't help, I suggest you to perform a long restart. A long restart is different than the basic restart and you can complete it by following these steps: 

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. 

On a side note, several factors can affect heart rate, including air temperature, stress level, alcohol or caffeine intake, immune response to illness, and medication use (source). Exercising in cold weather can make it more difficult for your device to track your heart rate, as environmental conditions can affect skin perfusion (the amount of blood that flows through your skin).

Spikes in your heart rate during sleep may be caused by sudden movements (for example, waking up and getting out of bed), or a weak signal due to wrist placement. Review our tips in How do I improve the accuracy of a heart-rate reading?

Lastly, please make sure that the Fitbit App for your mobile device is up to date. 

Hope this helps. 

[Elaine525]

Thanks for the reply. I haven’t change my life style recently. So I don’t think that’s the issue. I tried the restart several times, it didn’t work, even I was sitting on a chair , my heart rates is around 160 which is insane to me.

I tried the long restart by connecting to the charging cable and press & hold the button for 15 seconds but it did not work since once it’s 8 seconds it shows the smile icon which performs a short restart.

Is there anything else I can do to fix this?

thanks.

[WilsonFitbit]

@Elaine525 Thank you for following the suggested steps. 

Since the inconvenience persists, my best recommendation is that you please reach out to our Support Team for further assistance. You can contact them through chat or over the phone. Click here to get connected. 

Please make sure to explain the situation and the troubleshooting steps you've performed, this way they can assist you from there. 

See you around.