Heart rate inaccurate while exercising

[DenisaR2408]

I’ve been a fitbit user for quite a while, but the last software update and the customer service may change that.

I had a Versa2 and after the last software update the heart rate was very low while I was doing my hiit exercises. I tried all of the factory resets etc steps and it did not work. Finally they send me a replacement, but this did not work either.

After many emails and phone calls I got the possibility to upgrade to Sense, and surprise same issue, and extra (incorrect floors tracked on days that I am not leaving my flat).

contacted them again and they said it’s a known issue and they working on it. No date whatsoever.

contacted them on the phone to get a date and the answer was ‘good question’... very professional, so I tried to get someone else more professional and the answer I hot was that I could get a replacement.

So I could het a 4th fitbit (2 versa 2 and 2 sense) that may have the same software issues.

I asked again about the software update and the answer was  1-2 weeks.

The way I see it is that they are selling items, and having items out there that are not doing what they are advertise to do?

does anyone else have the same issues and got better answers from the customer service?

[5NG3PZ]

I have been using the sense AND the heart rate monitor that came with my elliptical machine. The one for the elliptical is pretty steady but my Fitbit is all over the place! Sometimes it’s off by 30-40 bpm. I took pics today and my heart rate went from 118 to 145 in 43 seconds. That’s not possible. 😡

I’m really irritated with how bad the monitor is for the price. 

[DenisaR2408]

It is very disappointing and the fact that they can’t give you a date for when they will solve the issue it’s even more frustrating 

[Ladydi326]

I was just complaining about this in my fitness group. I am doing one of the most intense programs i have done to date and all of the girls in my group are swearing on how high their heart rates are getting, yet when i look at mine after my rounds, it is telling me I am below my heart rate burn. Even in a fill 4 minute intense tabata, I am barely getting into the cardio zone let alone peak. I miss my ionic! Glad to hear though that it isn't just me.

[DenisaR2408]

Yes, you are not the only one

I’ve been following for more than an year Heather Robertson’s workouts on youtube and I always was getting at Cardio and Peak levels, now I am

at fat burn.

I use this device to track my calories in and out, and based on the data I am getting I should starve myself.

This can easily affect people with eating disorders. Fitbit need to do something as quickly as possible to fix this issue.

[Afshin]

Same here, it’s really good when you’re walking or just ordinary activities, but jogging/running, or any other exercise where your HR increases, I don’t trust the sense data, so I do have another fitness watch with chest strap which I use for exercise. 

[AlphaState]

In my case (Fitbit Sense), I resolved the low HR during exercises by avoiding the sweat factor: I rise my watch above the wrist as much as possible (2-3 fingers above the wrist) - to the last hole in the watch strap. In this area the sweat is less. Maybe this is the reason why bands like Scosche Rhythm or Polar OH1 are so accurate: these are placed above wrist, near elbow.

Mention: I compared my Sense with Polar H10 strap.

[DenisaR2408]

I tried that as well, but it’s still doesn’t work

I don’t sweat a lot, I keep wiping the back of the watch but it does not work

based on the e-mail I have from Fitbit they acknowledge they have a software issue, bare in mind that before this software update I did not have any issues.

[Geraner]

Where did Fitbit say they will fix this issue in 2 weeks?

This issue has been reported on this forum since the release of the Sense. As far as I know, Fitbit acknowledged the issue about a month ago. But I haven't read anything more since then. 

[DenisaR2408]

They told be this in an e-mail on the 1st of march

Thanks for letting us know about this issue. We’re aware of it and are working to identify a resolution as quickly as possible.

We will make sure to provide answers as soon as our team has figured this out for you, the resolution will be included in the next firmware update, most likely within 1 or 2 weeks or you can also return this device for a replacement.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track. 

Your patience and desire to see things through are appreciated beyond what you may sense.

Don't hesitate to contact us again through phone, email or chat, if something comes along the way or if you have any inquiry. We'll be more than happy to assist you.

[AweSweet]

I'm beyond frustrated by the same thing. I began using my Sense on February 4th.  ^118 is my cardio zone.  My Sense is wildly inaccurate when I'm exercising.  I've used two other monitors, both of which say I'm in the 120s to 130s and my Sense gets to 105-107 and won't go higher on a regular basis.  In fact, once it peaks at a number in that lower range - it seems not to move hardly at all.

I know my calorie burn is being undercounted - I'm seriously thinking of taking this back to Costco and getting an Apple Watch.  Something that counts inaccurately is of little use to me.  

[DenisaR2408]

Yes, and fitbit instead of fixing the problem or sending a formal communication to it’s users, they are deleting any comment that mentions customers wanting to purchase smartwatches from another brand

[DenisaR2408]

As an update, two weeks passed no sign of a software update.

I phoned Fitbit and I discussed with a supervisor. I was told that no one knows when a software will be released and she has no idea why a colleague will tell me this in and e-mail. 

She also said that fitbit does not acknowledge a software issue or a heart rate issue. It must be the way I use my fitbit (fitbits/ all 3 that I had since the update) or a change in me... stress levels or any new medication.

another answer that they will

look into it but with no timeframe of when this will be fixed.

Worse customer service and it’s about time to leave the Fitbit family after 5 years, and apparently my fault as I have no idea how to use it properly since the software update