Inspire HR not reading heart rate

[MrsMcNulty]

The heart rate feature is no longer working on my Inspire HR. It stopped two days ago and resetting the device did not fix the problem. 

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@MrsMcNulty Welcome! It's great to see you around! 

Let me help you with your Inspire HR not reading your heart rate and thank you for troubleshooting this issue. I suggest you clean the back of your device with cotton and rubbing alcohol and restart it. Turn the heart rate off, save and sync then turn it on save and sync again. Also check these tips to improve the heart rate reading on your device.  

Let me know how it goes.

[MrsMcNulty]

I tried 'chatting' with a fitbit representative who was no help. I ended up calling Fitbit and spoke with someone who insisted I had turned off the heart rate setting.  I didn't even know how to get to settings. She was accusatory and mean. 

I finally found the settings and turned heart rate back on, but again I NEVER TURNED IT OFF! 

Not really pleased with this Fitbit and totally not happy with Fitbit 'tech support'.

[Nellnell717]

I’ve completed all these steps that you provided the previous user and my device is still not reading my heart rate. 

[CocoChanel22]

I’ve done all these steps also and

still no heart rate . Been a few weeks now and I’m over it !! 

[AlvaroFitbit]

@Nellnell717 @CocoChanel22 I hope you're doing well!

Let me help you with your Inspire HR not reading your heart rate and thank you both for troubleshooting this issue.Since the issue persists I suggest you let our Support team know about this. @Nellnell717 I noticed that you already have a ticket so keep working with the team to find a solution.

@CocoChanel22 I have created a ticket so our Support team can further assist you via email.

Let me know how it goes.

[Smiffy59]

I was having similar problems until recently after years using my Fitbit (this may seem stupid) but after weeks of fiddling I think that I was wearing my Fitbit too loose. I have lost quite a bit of weight but have never adjusted the strap!🙄 .. give it a try 👍

[Nellnell717]

Hello
Thank you for providing some tips that helped you. While I was trouble
shooting, I thought the same as well, but I did loosen and tighten but no
change.

I spoke to customer service and there was something wrong with the device
registering with the network. On my device the HR setting was set to on,
but on fit bits end, it read as if the setting was off.

I had to send it in and they are sending me a new one.

I am glad your device is working great now and congrats on the weight loss!
It takes dedication and hard work. Hopefully soon I will be able to say the
same.

[Nellnell717]

Thank you for your response.

I have returned my device via mail to Fitbit. Once when they receive, they
will be sending me a new device.

[pt_al]

Hello, I have had the same problem. I bought the Inspire HR in February and had no issues until a few weeks ago. I have tried all suggest tips (several times), with no luck. How do I make contact with a tech to take a look?

[Smiffy59]

I’m not sure TBH but despite my suggestions about adjusting the strap - my Fitbit heart rate   Monitor Rate shows intermittently on the App - although it continues work correctly on my wrist .. I was hoping it would be corrected on the last update but the problem continues.. FITBIT must be aware I’m sure 

[pt_al]

Mine is not even intermittent. I've tried all of the suggested fixes. I even let the battery run out on it's own, cleared the data, and did (yet) another reset, with no luck. It looks as though many others have the same issue. I assume that FITBIT monitors this page and can give us users of their devices AND (for some of us), subscribers of their Premium services, a real fix or replacement of the product.

[Smiffy59]

I wouldn’t hold your breath 🙄

[pt_al]

Not encouraging @Smiffy59  😐

[Nellnell717]

I contacted the tech within business hours. To get phone number, click on the get help and contact us by phone.

Good luck

Thank you,
Janell Conner

[Nellnell717]

I would definitely suggest contacting customer service and having them send you both a return label so you are able to send your device in for replacement. This is what I had to do and seems like this is a constant defect for inspire HR.

Thank you,
Janell Conner

[pt_al]

Hi Janell,

I went ahead and contacted the support department, who then referred my case to "higher level of support." I received an email from "Kevin" and was again advised to try several simple troubleshooting steps, none of which worked.

So I have now responded to their email that the fix attempts were unsuccessful. 

I am now waiting a response. On the plus side I received the email response after my call within about 2 hours. We'll see what happens  next...

-Alan

[Smiffy59]

I went back for tech help via Fitbit Twitter DM .. to my surprise they replied within an hour and after a couple of attempts to fix we hopefully now have success!
In short I logged out of the app

then deleted the app

then re-set my iPhone

then re-loaded the app and logged back on

so far Good😊  - all seems ok 👍

though I have had previous false dawns!!🙏

[Nellnell717]

Sounds about right Alan. I found that there was a faster response when it
comes to contacting them via telephone.

Good luck!

[pt_al]

I hope all goes well!