Charge 3 stopped tracking heart rate data

[Dakotalas]

My heart rate function suddenly stopped 2 nights ago and will no longer register any heart rate.

Moderator edit: updated subject for clarity

[dotface]

I have tried every suggestion that you guys have given with regard to the Charge 3 not showing heart rate.  I have rebooted both by the device itself, while in the charger, turned off and waiting 10 seconds, etc. and it still does not show heart rate.  I have double checked all items you suggested, made sure heart rate is on,  etc.  I do NOT have a green light on the back of the device blinking either.  What else can you suggest?  My Charge 3 is only 2 months old and I am very disappointed that this is happening.  PLEASE HELP

[Melaine2209]

Thanks for your response. I have tried as you suggested but unfortunately it has not resolved the issue. The light is still a solid red on the back

[dotface]

Melaine2209, I myself do not even have a green light or red light and my heart rate, sleeping hours and hourly m250+ steps per hour doesn't work either.  I just got off line with support and he still couldn't fix it so he has escalated to the next level.  I would suggest you reach out to them as well.  If they can resolve for me, I will try and let you know what they say.

[Orvis]

Thanks. I have been very disappointed with the lack of support from Fitbit and have actually stopped wearing it. Sad wast of money.

Sent from my iPhone

[Melaine2209]

Thanks for your response, please let me know how you get on

[LizzyFitbit]

Hi @dotface, welcome on board. It's nice to hear from you again @Melaine2209 and @Orvis. I'm sorry for my delayed response.

@dotface, thanks for trying the suggestions posted through this thread, as well for taking the time to get in touch with our Support Team. I'm glad that a special department will be handling your case. Be sure that our team will help you with this.

@Melaine2209, I appreciate your efforts in trying our suggested steps. Because your device is still not working, I've gone ahead and created a case for you. Our team will contact you back via email, so keep an eye on your inbox.

@Orvis, I appreciate you for taking the time to share your thoughts and I'm sorry to hear about your experience with the Charge 3. I see your point of view about seeing all your details when doing your activities, and Fitbit will make sure to work on every device based on our Community posts, to improve your experience with them. If you notice something unusual on your device, let me know so I can help you out.

[dotface]

The support team reached out to me this morning with some different and some repeat suggestions that I was aware of.  I didn't get the email until 4:30 pm today but out of the blue, my Charge 3 started working again with heart rate, sleeping hours and 250+ per hour steps this morning when I woke up.  I hadn't done anything different and hadn't even tried the new suggestions (due to the fact I hadn't had a chance to check e-mail) but again, it started working this morning.  Not sure if the support team did something in the background but I know I hadn't tried anything different than when I originally reached out to the support team yet the Charge 3 started working  correctly this morning which I am pleased about.

[LizzyFitbit]

Hi @dotface, it's great to see you here.

I'm glad that our Support Team reached you out to help you with this, as well that your Charge 3 is now working properly. Now you'll be able to crush your goals!

Let me invite you to our Discussion Board where you can make new friends, create topics and share your experience while reaching your goals.

Hope to see you around, 

[Dellie19]

Hi, I have tried all the above suggestions too but my fitbit heart rate is still not working. 

The led green light is not on at the back. It's just blank,no light of any colour whatsoever. 

Could you please advise. My fitbit is only 3 months old

[dotface]

@LizzyFitbitI am troubled by how many people are experiencing the same thing as I did for over 4 days.  My Charge 3 worked great until the new software update was released.  My Charge 3 still seems to be limping along and sometimes my heart rate doesn't register like it used to.  Again, it concerns me about what is going on with many customers experiencing HR not registering which in turn does not record sleep or correct active hours as well as 250+ steps per hour.

@Dellie19  I would suggest you contact support via online for them to troubleshoot with you.  When I did this, they still could not figure out what was wrong so they escalated to the next level.  No one contacted me but my Charge 3 started working 24 hours later.

Moderator edit: merged reply

[Melaine2209]

Concerning that there are so many heart rate monitors failing, possibly due to the last update? However I'm pleased to advise that my heart rate monitor is now working again through assistance of the support team. I would advise everyone with an issue to keep communicating with  the support team as, in my experience, they will keep in contact with you until the issue is resolved

[Dellie19]

@dotface thank you for your reply, I will contact them today 

[Meaganleiann]

Having same issue. Mine wasn’t working when I woke up. Restarted multiple times. Turned heart rate off and on multiple times. Mine has green lights flashing for a few seconds then stops. No red lights. 

[Orvis]

Thanks I will try that, Glad yours is working...

[LizzyFitbit]

Hi @Dellie19 and @Meaganleiann. Welcome to our Community Forums. @dotface, @Melaine2209 and @Orvis, it's nice to hear from you.

@Dellie19 and @Meaganleiann, thanks for sharing detailed information about your Charge 3 devices. I've checked with our Support Team and apparently they already took your cases under their wings. You'll receive an email from them shortly with more details.

@dotface, thanks for stopping by to help our members. @Melaine2209, thank you for sharing your feedback in regards to our Support Team. I see where are you coming from and I'm sorry about the inconvenience experienced. Fitbit works on our products based on our Community posts, and your comments haven't gone unnoticed.

@Orvis, I'm glad to know that you'll get in touch with our Support Team. If you have any concern with your device, don't hesitate to let me know.

[Orvis]

Oddly enough I just went to check that my alarm was set for tomorrow morning and when I tapped the screen it went blank on me again. I am once again resetting this device 😩

Sent from my iPhone

[LizzyFitbit]

Hi @Orvis, I'm glad to see you around.

Thanks for letting me know about your Charge 3 behavior, as well for trying the restart. May I know if your device was able to turn back on? Also, do you feel a vibration when holding the left button?

Besides the restart process, I'd suggest to try changing the clock face. If the screen turns back on you may change the clock face back to the original one.

[Orvis]

So finally had some time to chat with customer service today and they are sending me a replacement Fitbit Charge 3. I would like to get back into the thread I started to add a positive comment about the customer service but not exactly shut ho to?

Sent from my iPhone

[LizzyFitbit]

Hi @Orvis, nice to hear from you again.

I'm glad to hear that you'll receive soon a replacement, and thanks for sharing your experience with our Support Team. Once you receive it, setup your device to your existent account so your steps will be added in your account.

[Coselman]

Thank you for the information on finding settings. My heart rate had not tracked in a month and it was messing me up! Much appreciated!