Charger 3 stopped tracking heart rate

[Samfa40]

My Fitbit now wont track any of my steps or heart rate, I've cleaned the sensor panel with a damp cloth only, cancelled and deleted my tracker on Fitbit app twice, the reason I did this initially was because my tracker wouldn't sync to the app, now its syncs but wont do any of the above. Please help. 

Moderator edit: updated subject for clarity

[MarreFitbit]

Hi there @Samfa40, welcome to the Community Forums. Thanks for the details provided and for taking the time to troubleshoot your Charge 3 prior to contacting us. 

I'd recommend to restart your Charge 3 by following these steps. Also, try manually rebooting it, from the clock face, swipe to Settings and tap Reboot Device. 

In regards to the heart rate, 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) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Give this a go and let me know if your Charge 3 is still not tracking your steps and heart rate. I'll be around, keep me posted. 

[Sarah.b78]

I'm.having the same problem.  I've upgraded my fitbit charge 2 to charge 3 tonight.. everything great apart from heart rate not being tracked. I've done all steps shown above but still not working!

Please help x

[MarreFitbit]

Hi there @Sarah.b78, thanks for stopping by and for taking the time to troubleshoot the heart rate on your Charge 3 prior to contacting us. 

I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here. However, our team hasn't heard back from you since 02/08, in order for them to address this issue with your Charge 3, could you please reply back to the email they sent to you? Note that the case was created under the email address you use for your Community profile.