Sense - Cardio fitness score not updating on Fitbit app

[SunsetRunner]

It's been frustrating past few weeks, I have been going on runs with gps connected for past 4 weeks but my cardio fitness score will not update. Every other metric like RHR and my avg heart rate during runs, pace and distance has improved a lot but the cardio fitness score remains the same as it was for the first run.

I tried getting help from customer service and they are extremely unhelpful, they keep suggesting logout login again, then restart phone and sense, both of which I tried and then they just abruptly end the chat? WTH is this customer support...

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @SunsetRunner. Welcome to the Community Forums.

Thanks for bringing this to our attention, and sharing your feedback about your interaction with our Support team. I'm sorry you've had this experience and please know this feedback will be passed along so we can improve our services.

About your question, I understand your Sense is recording your heart rate correctly and because the Cardio Fitness Score is only displayed on the Fitbit app, may I know if your data is syncing correctly? Also, has the Fitbit app been updated? Please take in mind that it's recommended to wear your watch for at least 1 to 2 days. If you haven't done so, try wearing your watch about 2-3 finger widths above your wrist bone when sleeping or doing exercises and let me know if this helps.

[SunsetRunner]

Hi,

Yes the data is synced to the app.

App is the latest version.

I have been wearing the device to sleep since Jan.

After initial score the score hasn't changed, keep in mind the rest of the metrics indicate a change, like my RHR has decreased from 80 to 67, my avg hr during runs when I started was 160+ now it's 150 for a longer run.

I have factory reset my sense(suggested by your Twitter support) and will see if this makes any difference for today's run. 

[SunsetRunner]

Even after the reset and running 2.5km with lower avg heart rate and better pace the score remains the same. Will wait for 3 more days to see if it updates or not. But honestly this feature need to be more transparent, like atleast show the updated calculation after each run or something.l, just like RHR is tracked daily.

[DB44-]

I've had the same problem with my fitbit sense for a long, long time. The cardio fitness score has remained stuck at 47 for a year although I run several 10km and 5 km per week, my weight has dropped several pounds, resting heart dropped to 52 and my pace/stride length has improved significantly.

I've tried turning off the GPS, restarting, turning it on and restarting, making sure location is turned on, syncing different ways, nothing works, it just remains stuck while all other data metrics update. I believe this is a dud feature, app team released a poorly tested function.

On some other threads, folks have suggested taking your phone with you, and I've done this a few times but this doesn't work either even though the app is showing the last sync time as occurring during my run. I'm not running through different elevations.