Heart rate discrepancies

[kathyc86]

My Charge 2 is not actively or accurately displaying or measuring my heart rate. This just started in the last 24 hours. In that time I’ve left the Fitbit to fully charge and restarted it 4 times. The first two times after the restart it worked for a little while, but now nothing. I’ve tried the heart rate on and off function too, to no avail. Yesterday, the heart rate was almost 25% higher than my actual heart rate. Today the readings were accurate but extremely limited.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @kathyc86 welcome aboard! Let me give you a hand with your Charge 2 heart rate difficulties.

First, I'd like to appreciate your effort and patience troubleshooting your device prior posting, also, thanks for the images that were attached to your post for a better understanding of your situation. To better assist you. can you please let me know when was the first time you experienced this situation and how many times? Let me share with you that heart rate reading varies depending on several factors like movement, temperature, humidity, stress level, physical body position, caffeine intake, and medication. If you haven't already done so, please review our information and tips for heart rate accuracy at: How do I track my heart rate with my Fitbit device? and let me know how it goes.

Keep me posted, I'll be here. 

[kathyc86]

Hi, Ricardo (@RicardoFitbit)

I am aware of those issues. I first noticed the change in accurate HR readings when I was seated for over an hour and my heart rate was noted at 136 or higher. I took my own heart rate at 70-75 in that time period with a higher HR during the times I had been slightly mobile. 

I have already reviewed that article and just would like my Fitbit to work properly. Today it took no readings in the last 18 hours, and I have not taken my Fitbit off since 7 PM last night.

Moderator edit: Format

[kathyc86]

@RicardoFitbit No response to mine?

[RicardoFitbit]

Thanks for your reply and update @kathyc86, my sincere apologies for the delay in responding your post.

Seems odd that your Charge 2 is giving you such heart rate readings, this is certainly not a common situation nor the way this specific feature was designed, thank you for taking in consideration the help article that was posted before. As per your post, is now your Fitbit not tracking heart rate data at all or the heart rate lectures discrepancies persisted? If no heart rate is being tracked, please check: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. If you're still having discrepancies with the information that's being tracked, please restart your device and advise me if you still experience difficulties. 

Looking forward to your reply to continue assisting you. 

[kathyc86]

I was able to speak with a fitbit representative last week. The heart rate
monitor is failing after 2 years. Thanks for your response, but I tried
several methods of troubleshooting.


*Kathy 

Moderator edit: Removed personal information 

[RicardoFitbit]

Your response is appreciated @kathyc86, sorry to the delay in responding your post.

I'm glad to know that our Customer Service team provided you with assistance regarding the heart rate sensors of your Charge 2. I suggest you to contact them back if you have any additional questions about the resolution that was provided by them, I'm sure that they'll provide you with more information and details.

I'll be here if you need anything else.