issues with the heart rate monitor for the Sense

[KrysRodmell]

Hi Everyone! Is anyone else having issues with the heart rate monitor on their sense? I work out 4 times a week and during my cardio sessions my readings are very low! I am not logging any more then a few in zone minutes for the entire session and I know that cannot be right. I put my charge 3 on one wrist and my sense on the other to compare and there is a large difference. How do i have this fixed?? 

[nmzang79]

having the same issue very off when I'm working out. my previous versa was much more responsive. I've considered returning the sense until the bug is fixed 

[DangerDorsey]

This is happening to me too! It is so frustrating because I KNOW my heart rate is between 135 and 140, yet Fitbit Sense says it is only 90??? WTH? Then it spikes every once in a while (for like 3 seconds) and then continues to stay at 90. I lose confidence in the product because of this. I need Fitbit to admit there is an issue and that they are on it <--This will prevent me from returning it. But if Fitbit takes the stance that this is an anomaly, then I will return the watch. What say you Fitbit???

[Allaregone2day]

Having the same issues.  I hike 3-3.5 miles each day and I am getting 1-4 minutes of zone minutes. Thought this was supposed to be the newest an best.  Also having battery issues.   Only lasts about a day and a half.  My Ionic lasts longer than that.   Well it did until I found out I can’t have that and the Sense connected at the same time. 

[BlueMountain]

Exactly same. Fitbit Iconic measured heart rate during workouts much higher. I wear a Polar too. Both measured me at my maximum effort at about 140 to 150 bpm. When doing exactly the same thing the Sense measures a leisurely 96 bpm. For sure.. 100% for sure my heart rate is higher than 96 bpm. Also looking at the app after the workout, the HR graph looks like a linear line from high 70's up to about 98bpm. Something is definitely not right.

I have tried adjusting the location and tension of the strap. No impact. Very seriously considering returning this device and sticking with my iconic.  

[KrysRodmell]

Hi Everyone! I ended up contacting customer support through the live chat on the website. They were very helpful and was able to fix it on line for me. It has worked great since then! 

[steveo57]

What did the live chat folks have you do? might help other folks

[BlueMountain]

It would be helpful to know what they did for you, and how they fixed it.

[DangerDorsey]

When the heart rate is off, it can compound quickly. I exercise every day. Today I was shorted over 200 calories on my workout. In the big picture, I am still winning because I am getting the exercise, but for that matter, I can return the watch and still get the same benefit. I am hoping this gets resolved soon. FWIW, I also wear the Amazon Halo on my other wrist, no issues at all (pretty cool too). 

[bmasullo]

I too am having the same issue. I waited a week to see if things calibrated but nothing changed. After an hour of fast paced racquetball session, it showed  my highest heart rate at 110! Previously with my Ionic it was always 170-180 range. I tried switching arms and adjusting up and down but nothing changed. You would think , after all this time, Fitbit would have this perfected. Very frustrating. I wish they let everyone know this is an issue and here is the fix.

Ben M.

[nmzang79]

hopefully this will help others. after multiple emails back and forth with Fitbit they have acknowledged they have an issue. They say that they're working on a fix. I have debated returning the device but I got it on sale and got Kohl's cash that I would lose so, I might just put on the old Versa for awhile and hope for a fix in the near future. 

[DangerDorsey]

Thank you so much for posting this update. This is what makes me want to go get an Apple Watch. When something breaks in the Apple ecosystem it gets fixed pretty quick and they’re also transparent about it. Fitbit must not have the same resources as far as developers go because I’ve been with Fitbit for geez I don’t know 10 years or so and this is not new (issues and silence from Fitbit). When I contacted customer service they said that they would escalate it to a specific team and that was two weeks ago and I haven’t heard back. I tried to return my Fitbit sense and they said it was beyond the 45 days (I suppose that’s how they reward early adopters). I’m just so fed up with getting fed data I can’t trust. Things happen Fitbit, that’s not the problem here, the silence and lack of transparency of a problem is the problem. 

[NiamhBLeonard]

Mine is doing the very same, I only have the watch a week and most of my workouts are below zone. I have been on to customer support, im still waiting for  a reply

[NiamhBLeonard]

They only passed the problem on, got an email looking for screenshots of workouts but havent heard anything more, so annoying. Considering going back to my old Charge 4 at this rate

[KrysRodmell]

Good Morning! When I called them they had me restart the watch and also had me on hold for a long time at least twice. During which time I assumed that they were doing something online to my watch. It worked for about a week, but now it is back to doing the same things, so I will have to call again. Very annoying since I was so excited to get this watch, and I bought it the day it came out! I don't have the option to return it any longer, so I will keep fighting to have them fix the issue. Considering the amount of money the watch costs, I expect that this feature should work!

[NiamhBLeonard]

I'm not holding out much hope so... as you said for the amount of money it cost, I was expecting it to work properly at the very least... also I haven't been able to sink it to my alexa account 🙈🙈🙈

[AnthonyCM]

Absolutely. It's why I'm here. I just quit mid workout because the watch was clocking me in at 86 when I was above 140. This has happened everyday since buying it.

[NiamhBLeonard]

They told me to reset the watch and do the workout..... No change..... I
think i will be returning the watch as i only have it about 2 weeks