Sense Heart Rate Doesn’t Work

[Meyer207]

I’ve tried everything to get the heart rate to work. I’ve double checked my settings, reset the watch multiple times, cleared any watch faces, cleaned the sensor and nothing is working. It hasn’t tracked my heart rate since I got it. Does anyone have any other ideas I’m missing? That was the #1 reason I got the watch so now it’s useless to me. 

Moderator Edit: Formatting and label.

[AndreaFitbit]

Welcome to the Fitbit Community, @Meyer207. I'm sorry to hear that your Sense heart rate doesn't work. Thank you for mentioning all the steps you have followed in order to resolve this situation. I understand how frustrating this could be and will be happy to assist.

Please confirm that you have checked the help article: What factors can affect my heart-rate reading on my Fitbit device?

[Meyer207]

Yes, I checked the article before my post. I also just realized that my green and red light sensors on the back are no longer on. Is my FitBit damaged?

[AndreaFitbit]

Thank you for your messages and efforts@Meyer207. Our Team will be more than happy to have a closer look at this. 

Please fill up this form with all the needed information. Our Team will reach back to you afterwards.

Please keep in mind, that this form is for you alone. If other users try to fill it up, they might not get an answer from Support.