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

[Kaia2009]

OMG, yes, i'm having this same issue, have a charge 3.  I walk/run 10-12 miles 4 days a week and the heart rate data is the most imp. data and the reason I wear a fitbit.  I track my exercise with the GPS (I carry my phone)  and after you click on recent exercise on the dashboard and get to the most recent data/activity page, the heart rate/ average bpm, data chart with peak, cardio and fat burn minutes are no longer there.  There is no average bpm anywhere on this page anymore.  On Monday, the 29th, it was there, i'm 100% sure,  because I check all my stats as soon as i get home and I was annoyed that I was so slow that day.  Tuesday, it wasn't there for that run.  Went back to check Monday's heart rate info and now that info was gone too.  Go back and check last weeks runs and it's all there.  Spoke to support on Tuesday, the 30th and after all they told me to do, was told it was a maintenance issue and that It should work later on that day.  Nope!!!!  Didn't work on Wed. or Thursday either.  Called back and after doing everything again, quite annoying to say the least, they told me they had to escalate and someone would get back to me.  No one has reached out because apparently they have no idea why this is happening.  My device is only 8 months old and the heart rate works fine on the device itself and shows up on the dashboard.  But, I want my info from when I run!!!!

[LizzyFitbit]

Hi @Jaelkay, @Orvis, @GJALPHA, @Liz9500, @SunsetRunner and @Kaia2009. I'm glad to see you here again, and I'm sorry for the delay in my response.

Thanks to all of you for sharing detailed information about your Charge 3 behavior, as well for trying the steps that have been posted in this thread. You did a good job! Fitbit has received feedback from the heart rate not appearing after finishing an exercise. They're aware and currently working on this situation to bring a solution as soon as possible. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution. Also, you can keep an eye to this thread for future updates about this issue.

@Orvis, I understand your point of view about the heart rate appearing in your swim exercises. Although it's expected to not see heart rate readings, sometimes it may appear when using SmartTrack but not with the exercise app. I appreciate your feedback and we'll keep working to improve our devices.

@Jaelkay, since you mentioned to have issues when syncing, please make sure to turn off other Bluetooth connections nearby, as well to keep the Fitbit app updated. Also, if you've not done so, please try the steps described in this help article.

If you need anything else, let me know.

[Denda]

I tried all the suggestions but heart rate and sleep settings still not working since last update.  Suggestions?

[SunsetRunner]

Here's what I've been able to determine through trial and error.  If I start a run using the app and track exercise, I get no heart rate information.  If I start the tracking from my charge 2 and keep my phone in hand for connected GPS, I get the heart rate data along with all the other info.  The last time the app worked correctly with heart rate data was July 29, 2019.  I think the issue is within the app not a firmware or device problem. 

[SunsetRunner]

I would really like to see this fixed since I use the app tracking to be notified of pace every half mile and track my heart rate.  I had a heart valve replaced last year along with a triple bypass, so monitoring my heart rate during exercise is very important to me.  

[Liz9500]

Contact them. They’ll escalate and send you another.

[SunsetRunner]

I would but the device is not the problem. My wife's brand new one has the same issue. The problem is tracking within the app does not display heart rate data with exercise. If you start tracking from device button, even while connected to phone/app for connected GPS,  heart rate data is available.  It's a big in the app.

[Denda]

Thanks, I did and they’re sending a replacement. I noticed that the blinking, green light on the back wasn’t working either. Thanks for the heads up.

Sent from Mail for Windows 10

[Denda]

Thank you friends. Fitbit customer service found it to be defective and is sending me a new one.

Sent from Mail for Windows 10

[SunsetRunner]

Sorry. I thought the last message was to me. I'm glad you were able to get yours replaced.

[GJALPHA]

Totally agree with you and thats my workaround as well. Really disappointed with fitbit over their handling of this issue. This certainly will be my last fitbit device. 

[SunsetRunner]

I found out that gps and heart rate records works if I start the manual exercise from my fitbit Charge 3 and makes sure my connected smartphone is close and fitbit app is running in its background.

I can then do my exercise and I can see the gps, maps and heart rate data working as intended.

If I start the exercise from the fitbit app on my smartphone however, then my heart rate data does not get recorded into the session for later review.

Solution: Always make sure your smartphone is on your person and start the exercise from your fitbit Charge 3 unit. If it says "connecting" then make sure it also says connected on the Charge 3 unit before you continue the starting process on the Charge 3 for the exercise you chose.

After that, it all works fine.

[Denda]

Thank you.

[SunsetRunner]

Well, I agree this is a work around to get the heart rate data to appear.  But I would hardly agree it is a solution!  Fitbit allowed tracking from the app with heart rate data until around July 29, 2019.  This "feature" now does not work.  When tracking as you suggest from the device (mine is a Charge 2), I don't get pace information every half mile or other information and it makes it much more difficult to track my heart rate during the exercise.  When tracking from the app, I only have to turn my wrist (gesture) to display my current heart rate.  When tracking from the device, I have to tap multiple times to cycle through heart rate, step count, calories, distance, etc.  Very annoying when trying to run.  

[Amphitecna]

I have an inspire HR and this worked for me too. 

[Denda]

Thanks. I called customer support and they replaced my Charge 3.   So far so good. Sent from my MetroPCS 4G LTE Android Device

[Crb6689]

Yes the reset worked

[Konababe]

O.K., my Charge III is two weeks old. I purchased it not to track steps, etc. but heart rate primarily  as I have a heart issue. I did have an Alta HR that was fabulous and was always within 3 to 5 of that measured by the cardiologist or my blood pressure gadget. Alas, the Alta HR was lost and had to be replaced. I assumed the Charge III would be of equal quality. It is erratic and often measures 20 below the real measurement by a health professional when done at the same time. I don't get sleep stages, etc. I have tried all the suggestions for making it work but nothing works. I am really disappointed in this product as the heart and sleep functions were most important to me. I really miss the Alta HR

[Denda]

I called Fitbit customer support. They talked me thru all the usual fixes. which I had done already. When that didn't work, they sent me a new one.  Hope they can help you.Sent from my MetroPCS 4G LTE Android Device

[Orvis]

unfortunately a new one, while nice customer service will not fix your issue with heart rate tracking 🙁