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

[GrazieS]

Hi! I hope you can help me. I have updated firmware last Saturday night and my Fitbit stopped monitoring heart rate (grayed out) and noticed led lights do not work now. rebooted device thrice this day and charge it, however no improvement at all. 

Thanks!

[Crb6689]

Did you reset fitbit?

[GrazieS]

done resetting it thru settings then reboot device.. should there be another way?

[Denda]

If all else fails, call Customer Support. They are very helpful.

Sent from Mail for Windows 10

[GrazieS]

thanks for the great suggestion, i have reached out thru their chat support team and had a great experience, im just waiting for my replacement to arrive hope this one is better.

Thank you!

[Charley3719]

Seriously?

[millerspoint]

When I started using my Fitbit Charge 3, I was very happy with it. I was able to track my workouts with the heart rate information & GPS off my phone.

Since the new app upgrade, the heart-rate information is tracked separately, but does not show up with the workout.

I've tried everything. I've run the battery on the Fitbit down completely, updated app, deleted app & re-downloaded... still nothing works. 

My Fitbit is about as useful as a cheap Casio digital watch.

I'm going over to a Garmin.

[Kaia2009]

Yep, heart rate tracking still doesn't work when you use the app/GPS to track all your data.  Going on two months now.  They know all about this, they know its a software issue that happened after the last update.  Are they still sending people new watches????  If they are, that's insane since that's not going to do anything as far as this problem is concerned.  For all the new watches they send out, its a wonder they're still in business.  I got a new watch a few years back when I had a charge 2 and it wasn't tracking hourly steps properly.  I now wear my Apple Watch all the time.  

[Lupita2929]

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. I have tried the suggestions for the last 5 days and am rethinking my purchase.

[Denda]

I know how you feel. I called customer support and told them I’d tried all the usual suggestions and then I noticed and told them that the light on the back was not working. The rep then checked my date of purchase and offered me a new Fitbit. I was glad to try a new one and it has been working well since then. Call Customer Service to see what they can go. Good Luck!

Sent from Mail for Windows 10

[LizzyFitbit]

Hi @Lupita2929. Welcome to the Community Forums. @Denda, I'm glad to see you here. I'm sorry for my delayed response and I'll help you out with your inquiries.

@Lupita2929, thanks for letting me know that your Charge 3, as well for the steps suggested in this thread. Since the heart rate monitor isn't working correctly, I've gone ahead and requested a case on your behalf so our Support team can give you a hand. Keep an eye on your inbox.

@Denda, I'm glad you received assistance from our team and thanks for your great suggestion. I'm sure others will find your post very helpful!

See you around!

[millerspoint]

Everything still works.

The fitbit is still recording heart rate.

It simply does not display it on the dashboard where I need it.

the software still displays it on the dashboard for older workouts, so the software works.

What have you done?

[Liz9500]

I was given a free replacement when I called the help desk. Two months
later, the heart rate monitor broke again. I threw it away and purchased a
Polar Ignite. I am a frequent swimmer and I don’t think the Fitbit can
handle it.
--
Best,
EHeard

[LizzyFitbit]

Hi @millerspoint and @Liz9500. I'm glad to see you here again and I'm sorry for my delayed response.

Let me share that our team is aware of an issue with the heart rate data not appearing on the online dashboard and Fitbit app, even though it was tracked by your Fitbit. This was reported by our team members and our team is currently working to bring a solution based on the feedback posted in the Community. While there isn't a time frame when the fix will be available, be sure that every comment helps us to improve our services and overall environment.

If you have another question, feel free to reply back.

[millerspoint]

Thanks. I prefer the Fitbit to the Garmen. I look forward to hearing of a successful fix.

Moderator edit: removed personal information

[HOonk]

I have the same problem - my heart rate is not longer being tracked since a few nights ago. I have rebooted several times and confirmed that the tracking setting is on.

[Denda]

I also noticed the light on the back stopped working.  I called customer service and they send me a new one.  Good luck.Sent from my MetroPCS 4G LTE Android Device

[Orvis]

yea mine is still not working, they sent me a new watch, same issue, they just don't know what to say, but I know it was a bad update that took mine out. it is all but useless to me now:(

[reneedw]

I have the same problem - my heart rate is not longer being tracked since a few days ago. I have rebooted several times and tested all suggestions/steps in this topic.

Hopefully support can help. Fibit charge 3 is only one year old.

Thanks!

[Denda]

Is the light on the back lit?  Mine was not.  Customer service replaced it since it was not a year old.  Good luck.Sent from my MetroPCS 4G LTE Android Device