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

[reneedw]

There is no green light on the back. Thanks!

[LilyEssence]

Any help? My personal thread was looked at 40 times, but no replies...

QUOTE:

Last Saturday, I noticed some strange behavior on my fitbit Charge 3. I had been using my fitbit Charge 3 for about 1 month at this point with no problems.

My phone had been telling me that it had been low battery, but the fitbit was still showing around 90% battery level. I soft restarted it, and it blinked an empty battery sign before dying. Strange, because I'd plugged it in to charge the day before, and normally it lasts about 4-5 days.

I plugged it in that night to charge it to full, then put it back on.

Ever since then, it never syncs heartrate to my phone app. I do not have any heart rate logged since Saturday around when the fitbit died. Because sleep stats also works off of heartrate, I also no longer get sleep stats either.

Strangely, it can still measure heartrate on the fitbit in the moment, and seems accurate, and on Monday, it auto-recognized a 1 hr 44 min nap that I had.

It can auto-recognize and record when I'm working out and getting my heartrate up, and even logs my heartrate throughout the entire exercise then that I can see on both the phone and the web app (today). It is literally able to auto-recognize, record, and sync heart rate for the exercise, yet I can't see any heartrate or sleep stats logged since Saturday.

It can also auto-recognize stairs, but the chart only shows 3 levels, but the listing below the charge shows 21 floors...? 

The calorie count seems to be accurate, burning more calories when I am working out and less when I'm still.

The lights all seem to shine and work correctly.

Things I have already tried:
- wearing it on a different arm
- wearing it higher/lower

- (just a comment, but all of these features were working before it 'died' on Saturday, so I know I was wearing it correctly before then)
- soft restarting the fitbit charge 3 from the fitbit's settings menu

- unpair the fitbit charge 3 from my phone app

- re-pair the fitbit charge 3 from my phone app (did this twice)

- doing a hard reset of the fitbit charge 3 (and subsequently losing unsynced data)

- going into the app menu to sync the fitbit

- restarting phone

- turning on and off and on the 'heartrate' setting on the fitbit

- my fitbit has never been submersed in water. I live in a relatively dry area, so I do not believe humidity is the problem. My fitbit has never been washed with soap.

- making sure my phone app is up to the latest version

- uninstalling app, restarting phone, reinstalling app

Support fellows, please don't respond with a canned response. I've read through and followed the instructions of several posts already. If there is seriously something that I haven't tried, please let me know, but otherwise, this is beginning to really frustrate me. Can you send me onto the next tier of support, please?

[dotface]

Go to the community "contact us" site and go to live chat (https://myhelp.fitbit.com/PreChat3?chatType=support&chatLocation=helpsite&co=US&l=en_US) they will go through some trouble shooting and try to fix via "live chat" but if they cannot get it to work, they will send another one if yours is under warranty.  GOOD LUCK!

[reneedw]

forgot to say. after one night the fitbit does not do anything anymore. probably battery empty. last night fitbit battery was 100%.

Had contact with support via chat and Fitbit will send a new one. Also see thin lines on the screen.

Moderator edit: merged reply

[LilyEssence]

My issue is now solved. The solution:

1. On the fitbit, turn off heartrate.
2. On the web interface, switch sleep sensitivity from normal to sensitive.
3. Connect the fitbit to the charger and check that it is charging.
4. LONG RESET the fitbit by holding the button for at least 15 seconds, until the horizontal bar is filled
   1. After releasing, my fitbit stayed displaying the filled horizontal bar. I left it like that for a minute
5. Remove the fitibt from the charger. It should reset and the load back into the main screen.
6. On the fitbit, turn on heartrate

That's it.

Seriously.

After the long reset between turning the heartrate on and off, I could see directly that my heartrate is syncing in my phone app immediately. I've been getting sleep stats and heartrate for the past several days, and it looks accurate.

I'm very displeased with fitbit's support on my issue. 

[Debbie-B]

My charge 3 quit monitoring my rate rate Sunday at noon. I have followed all the instructions here and it’s still not working. Any other suggestions?

[Debbie-B]

I also have no lights at all on the back of my Fitbit.

[Kaia2009]

Call customer service.  They'll have you do a few things and if lights on back still not working, will send you a new watch.  As far as the heart rate and chart, you won't see it anymore if you start your workout from the phone app, but should be able to see it if you start your workout from the watch itself.  

[Kagey1]

I tried your rebooting and it worked. My charge 3 had stopped tracking about 3 weeks ago and it is back to tracking. 
thank you so much for your help 

[samhankin]

The heart rate monitor on my charge 3 doesn’t work. The setting is on and I have restarted several times but it still doesn’t work. Is this device defective?

[Debbie-B]

I recommend you call fitbit customer service. They will walk you through several steps to try to get your fitbit working again. Be sure you have your charging cord with you when you call as you need it to do a reboot.

Moderator Edit: Formatting

[Kagey1]

I followed instructions found on the forum. 
Plug the Fitbit into wall. Press the bar on the side for about 8 seconds until you see the happy face. This is a force quit method. 
Wait about 5 minutes and press the bar again holding it until the Fitbit comes back on. It worked 😊

[jlynfit1]

My Charge 3 suddenly stopped displaying a heart rate this morning.  I have tried all the things mentioned on this topic listed in this forum and on the website, and it now only intermittently shows it. 

When the heart rate isn't monitored, how much does it affect the calories burned during a workout? This morning mine seemed off by about 100.  Not to mention that only one time out of maybe 4 or 5 that I look at my watch is my heart rate displayed.  

[7M]

I tried this and worked. I am so happy right now

[JennaJane89]

Hello,

I have tried all the resolutions to try and get my heart rate monitor to work again, rebooted multiple times, while on charge and on the actual Fitbit, re-adjusted the strap by tightening and loosening, turned the heart rate on and off again but now I’ve just noticed that the green flashing light isn’t flashing anymore, what else can I do?

[Liz9500]

I was given a replacement but a couple months later the same thing
happened. I swim several times a week. I don’t think the watch can handle
frequent swimming. I bought a Polar six months ago and so far so good.
--
Best,
EHeard

[Debbie-B]

Call customer service. They will walk you through several things and if they can't get it working may replace your fitbit.

[joycepat2614]

I've also had the same problem of my heartrate no longer showing on my Fitbit.  This problem started about a week ago and all the solutions you've given DO NOT WORK.  Also, at the same time, my battery is draining at an alarming rate.  I have to recharge every day, and I'm currently only tracking steps and distance.  I've turned off All Day Sync and Always Connected as well.  Last night my Fitbit  was pulsing nonstop until the battery was dead. 

[RobTJ]

I have reset my charge twice and my heart rate and sleep is still not working. I do not wear my band loosely either.  What else can be done to make this start back working

[Debbie-B]

I recommend you call fitbit. None of the various resets worked for me and they sent me a replacement.