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Not tracking heart rate, dashes on display.

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‎06-06-2019 22:21 - last edited on ‎09-08-2020 15:47 by Fitbit Moderator

‎06-06-2019 22:21 - last edited on ‎09-08-2020 15:47 by Fitbit Moderator

I’ve reset, turned it on/off/auto with syncs in between and no HR. Always shows the default dash marks. If I tap it it shows resting 60 but never shows anything else. The app show no HR ever tracked. 

 

The sleep function doesn't seem accurate. Says I only slept 3 hours and I know I slept more. 

 

I bought this 3 months ago but only just started using it regularly/seriously this week. 

 

Moderator edit: Subject for clarity 

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3 REPLIES 3

‎06-07-2019 14:33

‎06-07-2019 14:33

Hi @SFnative415 thanks for bringing this to my attention. let me give you a hand with your heart rate tracking concern and a warm welcome to our Community Forums.

 

First, I'd like to appreciate your effort and time troubleshooting your device prior posting, I'm glad to know that you're now using your Charge 2 regularly, seems odd that it's behaving in such way. Occasionally the tracker can have difficulty finding a signal, typically due to the tracker's fit. For example, wearing your band tightly may constrict blood flow in your wrist and affect the signal. We also recommend experimenting with how high you place the tracker on your wrist. If you haven't already done so, please review our recommendations for wear and other tips here.

If you're wearing the tracker correctly and the heart rate setting isn't turned off, try changing the setting (either Auto to On or On to Auto) and then syncing your Charge 2. The change won't take affect until you sync. If heart rate still doesn't appear after the sync, try restarting your Fitbit again.

 

Keep me posted, I'll be here. 

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‎06-07-2019 14:53

In response to RicardoFitbit

‎06-07-2019 14:53

I already did all of those things. I chatted online with customer support and it turns out there is supposed to be a green light on the underside which I do not have, never have.

Melissa
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‎06-11-2019 14:43

In response to SFnative415

‎06-11-2019 14:43

Thanks for your confirmation and reply @SFnative415. My sincere apologies for the delay in responding your post.

 

I'm happy to know that our Customer Support team already provided you with assistance regarding the heart rate sensors of your Charge 2, certainly, your device wasn't tracking heart rate data due to an error with the sensors. I recommend you to contact our Support team if you have any additional questions about the resolution that was given or contact me back if you have questions related to Fitbit in general, I'll be here.

 

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

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