Heart Rate Monitor Not Working on Charge 2

[LisaR247]

The heart rate monitor hasn’t been working for the past few days. I have taken all the trouble shooting steps recommended in the forums and nothing has worked. Any advice please! 

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@LisaR247, a warm welcome to our Community!

Let me help you with your heart rate sensor on your Charge 2 and thank you for troubleshooting this issue. I don't know what you have tried as you don't mention any details but I suggest you clean the back of your device with cotton and rubbing alcohol and restart it. Turn the heart rate off, save and sync then turn it on save and sync again. Also check these tips to improve the heart rate reading on your device. 

Let me know how it goes.

[SunsetRunner]

Your instructions did not resolve the problem with my Charge 2 heart monitor. Do you have any other procedures I could try?

[AlvaroFitbit]

@SunsetRunner It's great to have you here! 

Let me help you with your Charge 2 heart rate sensor not working. Since the issue persists I suggest you let our Support team know so they can further assist you. I noticed that you already have a ticket with them so keep working with them to find a solution.

Let me know how it goes.

[SunsetRunner]

Hi Alvaro,

Trying to get an answer re my failed HR monitor has been like a second job. In the end, Fitbit support told me that my warranty was expired and that Fitbit doesn't have a repair service so my only recourse was to buy a new device. The support person then told me I would receive a 25% coupon via email. I never received the email. I'm currently trying out the Garmin Vivosmart4 which does all that the Charge 4 does plus pulse ox. I'm not ready to say that I'll never buy another fitbit but the Kafkaesque experience with Fitbit support was so frustrating that it damaged my confidence in your company. At this point a 25% discount, if it ever arrives, will not be sufficient to keep my business.

P.S. - You have been the only support person who gave me the impression that you cared about me as a customer.

Thanks!,

Paul

[AlvaroFitbit]

@SunsetRunner thank you for your reply.

Really sorry to hear about your damaged device and difficulties with our Support team. I don't know why your heart rate sensor failed but if you were offered a discount by Support you should get one. These codes are only generated by them so please reach out to them and ask them to send the discount code for them. I know they will send them via the system so the process is automatic but if there was an issue you can just ask them again. Also check your spam and junk folders in case the email was redirected there. You might want to check on the extended warranty for new devices that you can purchase at the Fitbit store. Also places like Amazon have this option too.

Let me know how it goes.