Heart rate dropping out and factory resets on its own

[Emma.a]

Hi I have had sense 2 for 2 weeks and it constantly stops reading heart rate automatically factory resets randomly then shows a big red x on screen then comes good now it's automatically stopping my excersise 2 minutes in! A fitbit representative at work I am concerned and hoping I have a faulty device as I'm yet to have a customer with the same issues

[Guy_]

Hi @Emma.a  - if it factory resets by itself and you have to set it up from scratch then it is faulty.

If it restarts by itself it can be a clock face problem, try changing to another clock face.

If you are left handed and exercising stops it can be from an accidental button press. Though others have had this problem it wasn't specified whether they are left handed.

You can chat via the Fitbit App, click profile photo, Help & support, Contact Customer support.

[Emma.a]

Thanks for your reply Guy I have discovered if I turn my phones bluetooth off it doesn't have any issues with heart rate or the constant stopping of excersise I'm not sure why exactly  it is happening but I'm guessing it looses connection and for some reason cancels my workout. It definitely factory reset however I do use a custom clockface so will changing that cheers 

[Guy_]

@Emma.a- thanks for the update, and strange that not syncing releases the watch to work normally. And it is not normal for it to factory reset all by itself, it definitely is a suspect watch.

Be aware that if you are unhappy with the watch or have doubts about it, Fitbit have a 45 day refund policy if bought direct from them or from an authorised shop perhaps, and some stores offer a 14 to 30 day one.