Charge 4 stopped tracking my heart rate

[PVH123]

Charge 4 froze in charger displaying error code 001. Came back to life 24 hours later but now will not measure heart rate. Tried all the obvious fixes & troubleshooting info but no luck. Any suggestions? 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @PVH123. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Charge 4 before reaching out. I understand where your concern is coming from. 

As a first approach, I suggest checking whether your Charge 4 is still paired to your Fitbit account as you mentioned you got the 001 error on the screen. To do so, go to your Fitbit account, tap the Today tab > your profile picture > your device image. If you found out that your watch is no longer paired, that would explain why it stopped tracking some of your data. Therefore, please set it up once again so it can start tracking heart rate data. 

Nevertheless, if the above doesn't describe your issue, I'd recommend trying the following steps to make sure your heart rate is working:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, 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 4. To do so, open the Fitbit app, tap on the Account icon, tap on your Charge 4's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your Fitbit device once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

[PVH123]

Thanks for your reply. I’ve tried all of the above with no success. The device appears to be working & syncing normally apart from this issue & I’m wearing it in the same way as always. (This Charge 4 was supplied as a replacement for a previous Charge 4 that fell apart after 2 years approximately 6 weeks ago). 

[MarreFitbit]

@PVH123 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.