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

[MarreFitbit]

Welcome on board @Coselman! We're glad to hear that the information provided was of help to you. In case you need more information, see: Why don't I see my heart rate on my Fitbit device? 

Let us know if there's anything else I may do to assist you with. 

[Melaine2209]

Looking for further support. Since my heart rate tracker was restarted it has worked well until 5 days ago. It now shows a heart rate well above what it should be eg 143 when I'm sitting at rest. I have switched the monitor off, rebooted device then switched it back on, I have tried a long restart, I have read the article about things which may affect the monitor, checking I am wearing it correctly. Given it worked well for the first 6 months of wearing then again for the past few weeks I am confident this isnt an issue with regards to how I'm wearing it. Please help/advise. Many thanks

[MarreFitbit]

Hey there @Melaine2209! Thanks for coming back and following the tips and recommendations provided above.

I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon!

[Djoentje]

My heart rate has also stopped working all of a sudden, for two days now. I haven’t had any issues with the charge 3 before, have had it for 4 months. The light in the back is now a solid red. I have checked the heart rate in settings, this is on. Have rebooted serveral times, including on the charging cable and on phone option. Please assist?

[MarreFitbit]

Welcome on board @Djoentje! Thanks for reporting to us about your Charge 3's behavior. Also thanks for troubleshooting the issue with the heart rate. 

I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon!

I'll be around if there's anything else I may do to assist you with.

[Jaelkay]

Is your heartrate as shown on the Charge 3 accurate?

How do I get a replacement, or, preferably, a refund?

The heartrate function on my Charge 3 is wildly inaccurate and totally unreliable. I have reported this to support, only to have been very shabb ily treated by them and totally ignored.

Moderator edit: merged reply

[dotface]

@Jaelkay  go to the support page (https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs&co=US) and report your issue.  You will need to do this via online and have them troubleshoot.....I had to do this twice before they sent me a replacement.  You must tell them in detail how you have rebooted, long reset, etc. and have done this multiple times to no avail. 

[Melaine2209]

It was initially but not since the recent issues

[LizzyFitbit]

Hi @Jaelkay, @dotface and @Melaine2209. I'm glad to see you around.

@Jaelkay, thanks for taking the time to share your feedback. I'm sorry for the experience that you've had with the Charge 3 and our support team. Fitbit constantly works to improve our devices and improve them based on the Community posts, and your comments will not be taken for granted. If you have any further question, I'd recommend to reply back to their last email so they can provide you with more details about your case.

@dotface, thanks for stopping by and helping our friend to get in touch with our Support Team. You're right, the best is to share as many details as you can so our team can understand your concern and provide you with assistance.

[BirknerW]

My heart rate monitor has been working fine the last three months I’ve had my Charge 3. It suddenly stopped working. I have rebooted multiple times, turned the heart rate on and off, and it’s not a position on my wrist issue as the green light is not blinking at all. Please help this is an important feature and needs to work.

Also, I have read all these posts. I have just tried to reset/reboot it every which way listed here including with the charger, without the charger, turning the heart rate function on and off multiple times, rebooting it with it on, rebooting it with it off then turning it back on, etc etc. and no green light and no heart rate monitor.

Moderator edit: merged reply

[LizzyFitbit]

Hi @BirknerW, welcome on board. I'm glad to see a new face around!

Thanks for letting me know that your Charge 3 is having the same behavior. You've done a fantastic job with the troubleshooting steps! I understand how important is to have this feature working correctly, and I've contact our team so they can open a case on your behalf. Keep an eye on your inbox.

[Gypsy420]

I have done all these and it still isn’t working. 

[TheDodger82]

I gave up, their support steps fail, the returns/replacement link they sent is bogus and fails and their support team ask for screenshots which they then ignore or say are being blocked by their email filter... 

Moderator edit: word choice

[Jaelkay]

I totally agree with you. The heart rate monitor is wildly inaccurate and is a very real risk to the health and well-being of anyone enough to accept Fitbit data as being accurate.

I've been using a Garmin Vivosmart 4 in parallel with the Fitbit Charge 3 and so far, the Garmin unit has been acceptably accurate.

Moderator edit: word choice

[LizzyFitbit]

Hi @Gypsy420 and @TheDodger82, welcome on board. @Jaelkay, nice to see you around.

@Gypsy420, thanks for letting me know about your Charge 3, as well for the troubleshooting steps tried. Great job! I've checked with our Support Team and apparently they already took your case under their wings. Please keep an eye on your email inbox, you'll get some information about your case.

@TheDodger82, thanks for joining the conversation. I understand your position, and I'm sorry about the experience that you had with our team. I've gone ahead and shared your information to them so they can help you out with you replacement offer. Please keep an eye on your inbox.

@Jaelkay, thanks for taking the time to share your thoughts, I'm sorry that you've gone through this situation with your Charge 3. Our team reviews the Community to work on our devices based on the comments posted here, and this will not go unnoticed.

[Melaine2209]

I'm sorry to hear that you feel you are not getting the support, I would suggest you keep with it. I have certainly received a new replacement by following the link and completing the order form. Support team were very helpful and maintained email communication throughout, many thanks to the support team

[LizzyFitbit]

Hi @Melaine2209. It's great to have you here! I'm sorry for my delayed response.

I'm glad to hear that you had a great experience with our team, and thanks for taking the time to share your comments. Now you're all set to crush your steps. I'd like to invite you to visit our Discussion Board where you can share your experiences, meet people and create new topics.

If anyone else doesn't receive an email from our team after contacting them, please let me know so I can help you out.

[Liz9500]

I’ve done all this and my charge 3 is not tracking my heart rate. It worked beautifully for 4 months. Is it a defective device?

[Teenytrish]

I think it may be. Mine worked perfectly for 7 months and then the same thing happened. I contacted Fitbit help and they offered several solutions, none of which worked. They came to the conclusion that my Fitbit was faulty and still under warranty so have issued me with a replacement. I suggest you contact them and you too will receive a replacement. Hope this helpsTricia x

[Liz9500]

Thank you for your help. I contacted them once and they said the firmware
update would help but it made matters worse. Will contact again.