Heart rate on Charge 3 not working properly

[SunsetRunner]

I am having the same problem a lot of others are having with my heart rate monitor not working during exercise. I never had these problems with my Charge 2. I upgraded to a Charge 3 and I love it EXCEPT for the heart rate monitor. It works all the time when I am not exercising, but when I am exercising it usually shows a blank display 75 percent of the time. Once in a while it will show my heart rate, but soon after it is blank again. Lately it has been registering a much lower heart rate than it actually is and will spike up and down when it is actually displayed on my watch. Today for the first time it NEVER showed my heart rate while I was in exercise mode. I turned off the exercise mode and my heart rate displays so I know it was working so I turned it back on exercise mode and it showed a blank display. It is very ANNOYING! I use my heart rate to monitor how I am exercising so this is very important to me. I have read that I am supposed to reset my Fitbit if this happens. I have reset it many times and it still doesn't work correctly. I have also read that sweat may hinder the display, but I am not sweating on my wrist when it doesn't work and I am not wearing it too loose or too tight. It works any other time of the day so I know it is the watch and not me! PLEASE FIND A SOLUTION!!!! I am not the only one with this problem!  

Moderator edit: updated subject for clarity

[niconyc]

I’ve just noticed the same behavior on my Charge 3- but it looks like many of these posts were from a year ago so maybe this is a new problem!  It was working fairly well a few months ago so I think something must have changed.

What didn’t change: my band, how I wear it, my activity type. What did change: my charge 3 is now showing blank on the heart rate during exercise mode very often and when it does show a heart rate it is way off reality. I go to the gym and use a chest strap that displays my HR on the treadmill screen and when that screen shows 150-170 the Fitbit is showing blank or 92 or 104 or less. Every once in a while it will pop up and get closer but it’s rare. I can see exactly when it was previously accurate by looking back at historical exercise sessions. This is awfully frustrating and I’ve been pretty happy with this charge3 until this started happening. Sadly a friend of mine just showed me the new garmin they just got and it is really neat. I was able to say hey my Fitbit does pretty much all that too —- but with issues like this (and it will sometimes stop by itself while recording longer exercise sessions) I’m afraid this might be my last Fitbit. This is my second Fitbit charge- my old charge 2 got squished closing my car trunk so this charge 3 replaced that one. 

id be happy to try any troubleshooting steps to get this working again. A quick fix would go a long way to restoring my confidence in Fitbit. Thanks in advance 

[Anjeilana]

Amen to that!!
And the fact that no one is coming back to us regarding this matter is poor
taste.
Very disappointed.

--
*Kind regards,*

Moderator edit: personal info removed

[niconyc]

Hey just wanted to post an update. I went back and followed the suggestions above again - reset my Fitbit while charging and tried various strap tightness and wrist positions and I am happy to say the heart rate is working better now. I think the resetting did the most good here as I’ve experimented with different tightness and wrist positions before and it didn’t help. I think these things might need to be rebooted fairly regularly to get the best performance. I plan to start rebooting mine whenever I recharge it. Hope his will resolve my problems. Will follow up with another update in a month or so. 

[Marttyboy]

“I’ll be around,” says, but then ignores multiple posts directed directly at her.

MarieFitBit just wanted to type the canned response and jet — which is exactly what she did. Great customer support here.