Sense Heart Rate not accurate

[Hhasan]

The heart rate on my new is sense is very off, I used another heart rate monitor and measured my pulse using my fingers, and fitbit's measurements are always the outlier. I've seen others complain about this but there's no answer out. I've tried everything from force stopping, restarting, changing heart rate zones to changing the placement. Nothing works. I would appreciate any help, thanks.

Moderator edit: subject for clarity 

[Guy_]

Seems like this is a common issue.

Probably best to inform Fitbit Support directly. They may be able to help you.

[Bauer24]

I’ve tried this. The only answer they have is we’ll replace it.

but please do contact em. The more people contact them the better. 

As someone else said it’ll be to do with the algorithm they side to read your HR I think that’s bang on. 

[WilsonFitbit]

Hello @Hhasan Welcome to the Community Forums! @Guy_ @Bauer24 Thanks for your input!

@Hhasan I was told by our Support Team that you contacted them. Since you have received assistance from them, I suggest you to update your case if you require further assistance or if you have any additional questions about the outcome of your case. 

Have a great day! 

[Hhasan]

I sorta new to this, so I have no clue how to update it, but I did contact the support and he said someone else will email me. It's been a couple days and I still haven't got a response.

[WilsonFitbit]

@Hhasan I'm very sorry for the delay and experience! 

I got in contact with our Support Team and they should be contacting you soon. Please keep an eye to your inbox since they should send a reply. Otherwise, the best way to get help is by contacting them one more time and let them know that you have a case. This way our team can continue assisting you. Click here to get connected.

See you around.  

[PersianPunisher]

I have had the same issue... and the firmware update over a week ago seems to have rendered many Fit Bits useless.  I have below zone numbers during exercise.  I thought by upgrading to Sense it would be different.  But no... I weight-trained for 1.5 hours and my avg HR was 94 (last week it was 141).  This is a firmware issue and I don't see them providing a fix yet,

[Bauer24]

I urge everyone to return their Sense. Where possible. It’s not fit for purpose. It’s the only way Fitbit will take things seriously. 

[mauretto77]

same problem. always belowe zone. For my sense 80 hr instead of the true 120 hr for my ionic and other smartwatch I have trained with. 40 beats belowe is way too much for a new device. Its a total failure if not fixed and I dont get response in the italian community and from fitbit itself. 

[alex-w]

I just upgraded my Ionic expecting a better accuracy.  I was surprised that the new Sense HR accuracy is no better if not worse.   

[mauretto77]

It’s way too worse

Moderator edit: personal info removed

[HollieAyne]

I have been chatting with them everyday to force this issue and finally got this back while chatting with a representative: 

Ariel: Sorry, replacing the device won't resolve the issue as it's a known problem. It's the issue with the heart rate inaccuracy. We received similar cases and that's what our team is trying to resolve.

They are finally admitting that it's happening. I won't hold my breath that it will get fixed.

[mauretto77]

Thank you for your updating. I’m trying too in the Italian community but they continue to respond me with the usual advices. They have to admit that is a big problem. There are a lot of similar posts They have to fix it because with this sensor the Sense is useless. The ionic fortunately has a good sensor so they have only to copy out its algorithm. further it’s to say that the Sense’ sensor should be better and should be an improvement so I can’t understand such a big failure on the heart beat sensor the most important in a Fitbit device. They should run to fix it as soon as possible.

Moderator edit: personal info removed

[mauretto77]

Can you tell me your impression and write again or in private to me? I’m on The way to return the Sense back and before the last step I’d like to know if I’m right. The ionic is so precise and I can’t understand why a more powerful device is so full of bugs and why Fitbit don’t fix the heart rate sensor problem that makes the device useless for sport

Moderator edit: personal info removed

[bobby2478]

Is Fitbit planning on doing anything to improve HR accuracy on the Sense? It's complete garbage for any moderate cardio exercise. I just did a 30 minute cardio DVD where I was out of breath the entire time and midway through my HR went from 145 down to 95, and stayed between 95-115 for the rest of the workout. So at least 25+ BPM off what it should be. No way was my heart rate under 100 when I'm completely out of breath for 15 minutes. I even rebooted my Sense immediately before my workout, I also shaved my arm underneath the Sense so arm hair wouldn't impact reading with no effect.

Other complaints about the device I can live with, but now that I'm trying to improve my health for the new year to have HR completely useless, meaning my Active Zone Minutes are drastically undercounted doesn't cut it for me. Unfortunately I'm stuck because I preordered it back in September so way past return window. It's been over 4 months since launch and Fitbit STILL can't bother to issue a firmware update to improve the accuracy?? At this point I'd rather have a Charge 4 as at least that has much more accurate HR. Seriously ticked.

[Hhasan]

bobby2478 just summed it all up. I've been talking to support over the past couple days and nothing helped, even factory reset. I'm returning the watch. Theyll probably fix it but I was getting sick of fitbit anyway. You can't do anything without premium.

[alex-w]

Hi HollieAyne,

I thought you would want to know that I can still see the post where you wrote about speaking to a representative.  It may be you are referring to another post, but that one was not removed.   It was a helpful post because it confirmed my thoughts about the Sense incorrect heart rate, inaccurate step count and various other bugs.

I must say I like the watch style and features,  and the Fitbit app is irreplaceable in my case.   I have an Apple Watch but the Apple Health app is no match for the FitBit app.  

Following your post, I have decided to stick with the Sense a little longer until they fix the firmware.  

It would great if FitBit told the truth and admit that they have a firmware problem with this watch.  I am certain most users would accept that and wait for a fix.

Thanks for your post.

[t.parker]

@alex-w admitting issue when there is no solution would bring Fitbit very serious consequences. I am actually surprised the representative said there was an issue at all. It is very uncommon for Fitbit to admit anything like that but if it wasn't just a slip of a tongue then maybe the solution is coming and problem is fixable after all. There is always possibility the issue cannot be fixed. Confirming there is a problem which cannot be fixed would create a big problem for the company.

[4223LNS]

I purchased my Sense Thursday and returned it 3 HOURS after purchase.  It would not complete the set up.  Fitbit Customer Service said it’s because I have 5G.  WHAT?!?! 

[Guy_]

@4223LNSTo connect your watch over wifi you need a 2.4GHz signal, not a 5 GHz signal from the router [normally they can do both].

It has nothing to do with mobile telephone 5g transmissions, nor this post which is about heart rate.