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Device heart rate sensors are not working

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‎09-07-2019 15:22 - last edited on ‎09-08-2020 13:04 by Fitbit Moderator

‎09-07-2019 15:22 - last edited on ‎09-08-2020 13:04 by Fitbit Moderator

I noticed yesterday my fitbit wasnt picking up my heart rate. Last night it lost charge even though it was at a full charge before I went to sleep. Then today it started vibrating like crazy. I let the charge wear out completely logged out on my phone. Restarted it multiple time (more than 3). After hours of attempts it finally has stopped vibrating but it still wont catch my heart rate, and the two green dots underneath aren't flashing like my husband.

 

Moderator edit: Subject for clarity 

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4 REPLIES 4

‎09-08-2019 11:40

‎09-08-2019 11:40

Hello @Crazynm, welcome to the Community Forums!

 

First, I'd like to appreciate your effort and patience troubleshooting this situation prior to posting, certainly your Charge 2 isn't working as the way it was designed. That said, if you haven't already done so, I recommend you to check if the heart rate sensors of your device are currently on. Let me share with you that by default, the heart rate setting of your tracker is "Auto" which means that the heart rate sensors are on when the tracker is on your wrist.

 

To make sure you have not accidentally turned the sensors off, please go to your account, tap on your Charge 2 icon and scroll down to see if the heart rate sensors settings. Then, even though you already done so, please restart once again your device and let me know how it goes.

 

Looking forward to your reply, I'll be here.

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‎09-08-2019 14:11

In response to RicardoFitbit

‎09-08-2019 14:11

My heart rate tracker is on. And it's still keeps randomly vibrating until the battery dies. 

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‎09-08-2019 14:16

In response to Crazynm

‎09-08-2019 14:16

And it still wont pick up my heart rate

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‎09-18-2019 18:30

In response to Crazynm

‎09-18-2019 18:30

Your reply and update are appreciated @Crazynm, sorry for the delay in responding.

 

I appreciate the details that were shared in your post. Let me share with you that I've contacted our Customer Support team on your behalf to continue assisting you with the difficulties experienced with your Charge 2. That said, please keep an eye to your email inbox because they'll be in touch with you in a timely manner to move forward with this situation.

 

In the meantime they contact you, let me know if you have any additional questions. 

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