Heart rate reading stuck

[Gedpaddy]

My BPM reading has stopped altogether on my charge 2 whilst the reading on the app is stuck on 58.Please help!Thank you.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Gedpaddy thanks for your post, I'm happy to give you a hand with your Charge 2. It's nice to see you again participating in our Community Forums.

Seems odd that your Charge 2 heart rate reading is stuck on 58 bpm. If you haven't already done so, I recommend you to restart your Fitbit following the below steps and take in consideration the information from our help article: Why don't I see my heart rate on my Fitbit device? To restart your device:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button to restart your tracker:
   • For Charge 2—press and hold the button on your tracker for 4 seconds. When you see the Fitbit logo and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.

I'll be here if you need anything else. Let me know if you have any additional questions.

[Gedpaddy]

Thanks for you reply Ricardo.Unfortunately my Fitbit has now stopped completely.I was exercising and it had just gone past my 15000 target then went completely dead.There are no lights on it and the screen is completely blank despite all efforts to start again.
Thank you anyway.

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[RicardoFitbit]

You're welcome @Gedpaddy, your reply is appreciated as well. My apologies for the delay in responding your post.

This is certainly not a common situation. If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. After trying the steps that are specified there, please try again the restart process that was previously posted.

Keep me posted. 

[Gedpaddy]

Thanks Ricardo,Fitbit have helped me go through all avenues but to no avail.They are sending me another pebble so hopefully i will be back exercising soon!
Thanks again!
Regards
Ged Finnegan

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[RicardoFitbit]

You're welcome @Gedpaddy thanks for your reply and update. Sorry for the delayed reply.

I'm happy to know that our Customer Support team provided you with assistance regarding the inconvenience you were experiencing with your Charge 2. That said, don't hesitate to contact them back for more information and details regarding your replacement order. Also, you can contact me back if you have any additional questions and I'll be more than glad to answer them for you.

Hope that you have a great week, it was a pleasure to assist you. 

[Gedpaddy]

Thank you Ricardo,youve been a great help!!
Regards
Ged

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