Heart rate sensors not working - No green lights

[Kimberlibyrd]

It’s charging and shows the battery life but will not work?  Any suggestions?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Kimberlibyrd thanks for bringing this to my attention, I'm happy to help you with your heart rate concern. Welcome to our Community Forums.

Seems odd that the heart rate sensors of your Charge 2 are not flashing as the way we designed. First, please restart your device and let me know if the green lights start flashing again. Also, please take in consideration all the information that is specified on our help article: Why don't I see my heart rate on my Fitbit device?. If after taking in consideration the steps that are specified there you still experience difficulties with heart rate tracking, please contact me back.

I'll be here.

[Kimberlibyrd]

Thank you for responding! But now the whole unit is not coming on ; it’s as if it’s broken?

Sent from my iPhone

[RicardoFitbit]

You're welcome @Kimberlibyrd, thanks for your reply and the information provided. My sincere apologies for the delay in responding your post. 

To better assist you, can you please let me know if your Charge 2 heart rate green lights are still flashing or is your device completely unresponsive? 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. Such article includes a restart process which can be really helpful for this. 

Let me know if you have any additional questions, I'll be here.

[Kimberlibyrd]

All is well and after restarting, it’s working again! Thanks for all your help:)

Sent from my iPhone

[RicardoFitbit]

Thanks for your reply and update @Kimberlibyrd.

I'm happy to know that the restart process resolved your concern, thanks for taking in consideration the steps that were previously posted. Please do not hesitate to contact me back if you need anything else or if you have any additional questions, I'll be here. I want to suggest you to visit our discussion forums and participate! There are several users who are interested in fitness, healthy eating, better sleep, among others. I'm sure that they will be happy to meet you there.

See you around.