Heart rate not displaying on Charge 4 or Fitbit app

[ChrisvA60]

Hi,

I received my C4 today to replace my C3 - charged it, installed it, and it automatically performed a firmware upgrade.

All seems to work, except  the heart-rate is no displaying; greyed out and display '--'. in the app (iphone), I have heart-rate data up to the switch from C3 to C4. I did a reboot of the C4 and iphone etc ... no avail.

I assume the C4 has a broken heart-rate sensor ? Can some-one confirm this ?

Chris

Belgium

Moderator edit: updated subject for clarity

[hp.fruity]

This fix worked for my charge 4. I’d accidentally turned it off in settings on the watch. When I clicked it back on it was no longer greyed out.

[Bluelily17]

I got one for my husband on Father’s Day and his just today had the heart rate monitor issue. We’ve done the resets mentioned earlier in this thread. He’s trying a factory reset now and hopeful that will work! I’ll see if I can get some shots of his charge 4 screen to show it’s not showing a heart rate...

[DNF]

Definitely call customer service. They will replace it.
Fitbit customer service

1 (877) 623-4997

Sent from my iPad

[hp.fruity]

Go to settings on the watch first scroll down to heart rate setting and make sure it’s on not greyed out. Mine was accidentally turned off. Worked for me 👍

On your watch scroll across to settings then scroll down to heart rate. It may be turned off here. Switch from off to on worked for me.

Sent from my iPhone

Moderator edit: merged reply

[Bluelily17]

Checked that and it's not off. Had my husband call them yesterday. They're pushing him to a specialist who is supposed to call him back, I'll have him call again if he doesn't get a call today.

[AlejandraFitbit]

Thanks all for getting back.

@oswaldofuture and @Bluelily17, you can provide us with an attachment by following the instructions provided in this post.

@DNF, I am glad to hear that you will be receiving a replacement. At the moment of receiving it, you can follow the steps in the article: How do I set up my Fitbit device? to set it up.

@hp.fruity, those are great news. I am glad to hear that your tracker is now working properly, thanks for the tip, I know our friends will find it helpful.

I will catch you later. 

[Kateplayssax]

Hi—I just did all these steps and still have no heart rate showing up on my Fitbit. I just received my Charge 4 yesterday, did a firmware update and wore it all night last night. I have an iPhone 8 and there is no heart rate data in the app, and nothing showing on the Fitbit itself.

and just as a follow up, the app is not registering sleep data either, which makes sense if it’s not getting heart rate data. 

Moderator edit: merged reply

[DNF]

The charge 4 has so many bugs!

Sent from my iPhone

[Zealo]

Having the same exact problem. I have re-installed and restarted the device numerous times on my charge 4. Grayed out heart rate and not tracking steps. Can’t believe this is a common problem, really bad look for Fitbit. I’ve never purchased an electronic device that didn’t work out of the box. 

[DNF]

I agree. The charge 4 is so buggy. You may already know this, I did not, there is a turn on heart rate function under settings, I used it but it still did not work for me. I mailed my watch back along time ago and they still have not mailed me a new one.

Sent from my iPad

[DNF]

Thank you! I sent mine back.   It would be nice if they replaced it instead of making me wait weeks. 

[DNF]

Oh great!

[AlejandraFitbit]

Hello guys, thanks for your participation in the Forums.

I understand how are you feeling and appreciate all the efforts in trying to fix this heart rate issue.

@Kateplayssax and @Zealo, if you are having problem with this data, I recommend taking a look at the article: What factors can affect my heart-rate reading on my Fitbit device? and follow the instructions provided there.

@DNF, I am sorry to hear that you returned your unit. If in the future there is anything we can help you with, let us know.

Also, keep in mind that we are moderating this thread for users who are having issues with their heart rate information. If you are experiencing other issues or have a feature suggestion or improvement, I encourage you to find a similar thread, check out the feature suggestion board or start a new thread.

I will see you around. 

[Zwyvel]

I bought my charge 4 3 weeks ago after using a charge 2 for years.  Heart rate was greyed out also.  After some tests on the phone with customer service I've send it back.  Received my new one today and again I have the same issue.  Heart rate worked for about 3 minutes before it stopped. Called customer service and rebooted the device a few times until it worked.  A few minutes after my call with customer service it stopped working again!

Interesting fact is:. The girl from customer service asked me of I have tattoos which I have.  According to her this could be the problem.  So i had my wife, who doesn't have tattoos try on the Fitbit and yes,  worked on her!

Will call customer service again tomorrow and demand a refund. 

[MichelleReyna88]

Just reading the thread for the heart rate issue. Wondering if the new charge 4 worked for you? I also have a samsung S9 nd having same issues 

[DNF]

Hi,
The new charge 4 is working perfectly, but my charge 3 is 6 months old, and I gave it to my daughter. It has stopped working. I can see the home screen but can’t toggle left or up & down! These Fitbit’s never fail to amaze!

Sent from my iPhone

[Infinitemoi]

I had the same problem! Tattoos on my left arm prevented the heart rate monitor from tracking my heart rate. Switched my Fitbit to my right wrist (no tattoos) and it works fine. 

[MichelleReyna88]

Hello  

Thank you so much for providing your feedback. I already mailed my fitbit back so they can send me a new one after troubleshooting. Wish I would have known that before. WOW! I Can't believe they didn't ask that question. I tried my husband's fitbit on my other wrist and a little higher where my tattos aren't so solid and it worked. It doesn't work on my left one. Thank you so much!! Never would have thought of that. 

[Woody1984]

It worked for me. 

Thank you for sharing.

[Tr1mm3r]

I thought you was joking to begin with. Just swapped to my arm with no sleeve and boom its working. Thank you