Charge 3 stopped tracking my heart rate and no lights on the back of it

[ShonaBM]

After exercising, my charge 3 heart rate got stuck and when reset disappeared. I reset and there is still no heart rate and no red light on the underside of watch. 

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @ShonaBM, welcome, as you have a Charge 3 I will move your post to the Charge 3 board where I'm confident community members will be happy to assist you.

Cheers

[MarreFitbit · Accepted solution]

Hi there @ShonaBM, welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Charge 3 before reaching out. @Gr4ndp4 Thanks for moving it! 

As a first approach, I'd like you to perform the following steps below for this situation:

• Switch the Heart Rate settings from On to Off and manually sync your Charge 3. To switch the heart rate settings on your Charge 3, from the main screen of your Charge 3, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Charge 3. To do so, open the Fitbit app, tap on the Account icon, tap on your Charge 3's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your Charge 3 once again. 
• Once it's done, restart your Charge 3 once again. To do so, press and hold the left button for 8 seconds while it is plugged into the charging cable as if it were charging. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) I also recommend when you're not exercising, wear the tracker just above the wrist bone.

Hope that helps!

[ShonaBM]

Thks. That has not worked. Still no heart rate.

[MarreFitbit]

@ShonaBM I appreciate you had followed the tips and recommendations provided above.

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. I'd suggest to share this community link (thread) so our Support Team can be aware of all the steps you've done already, this way you can also avoid repeating yourself again. 

We hope your issue is solved soon.