Inspire HR Heart rate sensors not working

[Deborahcat]

My Inspire HR is not showing the heart rate. Is grey on Inspire. It is connected to Bluetooth on phone. All other metrics show ie steps, time, etc. on phone in app and on inspire. There are no green lights on back. Tried turning off heart rate and then turning on again. Still no lights and no hr. Inspire is set to wrist. Suggestions please. Thanks!

Moderator edit: subject for clarity/label 

[WilsonFitbit]

Hello @Deborahcat. Welcome to the community forums! 

Thank you for the detailed information and for the troubleshooting steps you've tried prior to posting. At this time, I'd recommend making sure that your Inspire HR is paired to your Fitbit account. If not, I recommend following the instructions from this help article to re-add your Inspire HR to your Fitbit account: How do I set up my Fitbit device?

Also, I recommend performing a restart to your Inspire HR to refresh its performance and to see if the heart rate lights start working again. For the restart, please make sure to follow these instructions: How do I restart my Fitbit device?

Hope this helps. 

[diannejg]

I'm having this issue as well. I think my Inspire HR quit tracking my heart rate during the night sometime as I only got simplified sleep details this morning. I tried your restart suggestion above several times and nothing happens. I contacted support and I was told by the representative that I would be contacted by email ASAP. 

[WilsonFitbit]

Hello @diannejg. Welcome to the community forums. 

Thank you for the detailed information and for following the suggested tips. I was able to confirm that you contacted our Support Team and they were able to provide a resolution for your case. If you still have additional questions or inquiries about your case, I recommend replying back to them and they will be more than glad to continue assisting you. 

See you around.