Sense stopped tracking my heart rate

[Tess963]

I have restarted my device countless times, I have factory reset it twice...why is the live heart rate tracker just not working...

Moderator Edit: Clarified subject

[DavidFitbit]

Hi @Tess963, 

Thanks for stopping by, I hope you're doing well. I'm sorry to know that your Sense ins not tracking your heart rate. Let me help you with that.

Do you see the green lights flashing in the back of your Sense ? If you do, see our help article How do I track heart rate with my Fitbit device? below the section "How to improve the accuracy of a heart rate reading". Maybe you just need some adjustments on your wrist so your Sense tracks your heart rate. I appreciate your time in this process.

[Tess963]

Usually they are not flashing for whatever reason. Sometimes they return...but then my HR reading (if it populates) gets stuck. However, as I said, for the most part the HR sensors do not turn on/flash green.

[DavidFitbit]

Hi @Tess963, thank you for your response.

Usually, the green lights on the back of the device, should blink while being worn on the wrist. If the device is off the wrist, ligths might not turn on.

If you are still having trouble, please confirm you have restarted your Sense by pressing and holding the button for 10 seconds until the Fitbit logo appears on the screen. Once you see the logo, release the button.

[Niket2407]

Hi I am having the same issue as @Tess963 and have restarted the device multiple times. I also tried doing the factory reset twice but the sensors are not working. Please advise on the next steps. Thank you!