Heart rate not working

[Ryoungisbest]

My surgery band broke and was replaced with a new surge... this 1 will not read heart rate. The green lights do not come on at all. I tried resyncing, restarting and just moving it around... the sensor does nothing

[RobertoME]

Welcome aboard to our Community @Ryoungisbest. Make sure your settings of your tracker are on On/Auto. You can review this by going to your Surge configuration on your Dashboard or by going to your Surge Settings.

If the configuration is correct, try to turn off the HR sensor from your Fitbit account and then sync to apply the changes. Once you have done this switch back again your Heart rate to On/Auto and sync again. This will restart your HR sensor. 

If the issue persist please try to set up your tracker again on your account:

1. From the Fitbit app dashboard, tap the menu icon in the top left corner.
2. Tap Devices.
3. Tap the + icon in the top right corner.
4. If you're replacing a tracker, tap the tracker you want to replace.
5. Choose your tracker and follow the onscreen instructions to continue.

Let me know if it works, hope to see you around.

[Ryoungisbest]

This still doesn't work. There is no green light on the sensor. Any other
solutions?

[RobertoME]

Hi there @Ryoungisbest, thanks for the update. I think you have exhausted all the possible solutions, so my next advice would be to take a moment to reach out to our Support Team and let them know of your efforts to troubleshoot the issue and what you've already done. I have full faith that they will be able to advise you of the next steps after reviewing your device history with you. At this point if the Heart rate sensor is not working there is no more troubleshoots I can recommend.

Don't forget to keep me updated, I'll be here giving follow up.