Heart rate drops out when exercising

[Hammy968]

My surge works well monitoring my heart rate during day, at night with sleep, until I exercise and sweat (kind of happens to me a bit) which is really starting to annoy me. My heart rate will slowly go down on watch while I’m in peak zone. If I move watch and dry sweat off it picks up again, until the sweat is back on it. I’ve tried inside of arm, outside, tight, loose, all the same till sweat wiped away. 

Right now I’m on spin bike, heart rate 142 (measured the old school way, fingers and time) and my heart rate on watch continues to dive, currently 86. 

This is extremely disappointing as I purchased this with for my training to monitor as most do, and I can’t get a decent reading. 

Any suggestions or do I throw in bin and let the world know how bad it is😡 

[YojanaFitbit]

A warm welcome to our new friend @Hammy968! Thanks for taking the time to provide us with your feedback!  Did you tried the restart on your Surge, in case that your tracker is having internal issues. I would recommend checking this wearing tips too! 

Please feel free to post back if case you're still having issue with your Surge, we'll be more than happy to keep assisting you!

Catch you later! 

[Hammy968]

Surge has been restarted, placed where instructed and everywhere else on wrist with same result. 

So im guessing there is no fix for this? Mine the only one doing this?

I’m at the point of binning it. Pointless if it won’t read my heart rate while exercising. 

[YojanaFitbit]

Thanks for getting back @Hammy968 and for trying those steps. 

Sorry about what happened to your Surge. We strive for excellent customer service, and customer satisfaction remains our number one goal.  I've checked with our Support Team so please keep an eye in your email inbox, you'll get some information about your case.

Please let me know if you need anything else! 

[seanchicago]

I have been using Surge since 2014, and it was all great until very recently regarding heart rate monitoring. During my working out or jogging, the surge used to provide very accurate heart rate between 130-168 or so, depending on the intense of my exercise. The rate showed gradual increase. However, in the past three weeks, Surge showed around 125, regardless my excise and intensity. I checked the bend closeness and it did not show real hear rate. 

I am not sure if this reflect surge getting dying after just 3 years, or there is something I should check? I love this unit, and hope it will last longer. I also hoped Fitbit offered an trade in option for the new version to keep customers too.

[YojanaFitbit]

Hi @seanchicago, it's great to see your participation in the forums! 

Thanks for placing your comment here. If you haven't change anything in your HR settings, I'd suggest to restart your Fitbit Surge and test it again. That'd be our fist step, if you already did so, please let me know. So we can check the next step!

I'll be around!

[seanchicago]

Following your instructions, I tried it several days on treadmill and my surge show my heart rate between 120-140 whatever intense was. Unfortunately it seems done. Sad. 

[YojanaFitbit · Accepted solution]

So glad to have you here again, thanks for trying those instructions! 

Since those steps didn't solve the issue you're having with your Fitbit Surge, I've requested to our Support team to create a case on your behalf. You should soon receive an email from Customer Support at the email you used to register with the Community forums.

Please keep me posted! 

[Sarge-greg]

I have a different problem as my resting heart rate never fall below 57 on my device. I have pulse-ox reader and my resting rate is down 37-40. I have two different trackers a Charge 2 and now a Surge, both with the same problem. Any ideas??