Help!!! Heart Rate Monitor Trouble

[StroMBonE99]

Hello everyone! I used my FitBit Surge for the first time today. I charged it, set it up on my iPhone 6 and went for a long walk. Everything seemed to work with the footstep counter, however, the heart rate monitor on my Fitbit does not work, and just displays blank with two dashes. It does not download the heart rate activity to my Fitbit app/dashboard either. I tried to reboot the Surge by powering it off and back on, to no avail. I also tried changing the setting from "On" to "Auto" to back "On" since nothing else worked. Any advise is appreciated!

Thank you!

[WendyB]

Try a restart. Sometimes doing it a few times helps. Y

Restart
http://help.fitbit.com/articles/en_US/Help_article/1186/?q=restart&l=en_US&fs=Search&pn=1

If that doesn't help
Email Support
http://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

Phone
877-623-4997

[StroMBonE99]

Thank you for your reply. I did the restart without any luck.

Is the Surge suppose to have the flashing green lights repeatedly going/reading like the Fitbit Flex? My Surge doesn't have the green sensor lights flashing like my Flex did. The only time the green lights flash is when i turn the Surge back on after shutting it down. The green lights flash once when it powers on, and then that is it.

[JuanJoFitbit]

@StroMBonE99 Yes, those are the green lights for the heart rate, the ones that appear on the back of your Surge. Make sure of the following details:

- Tighten the band just enough so it isn't slipping around on your wrist. Your tracker needs a solid contact with your arm to reliably track your heart rate.
- Move the band to a slightly different position on your arm a little higher or a little lower.

If the issue persists, as my friend @WendyB advised, contact our Customer Support team so they can investigate further and get you back on track.

Keep me posted on the outcome my friend and I'll be around! 

[StroMBonE99]

Thank you for the reply. It still was not working after the troubleshooting steps. I contacted Customer Service. The issue was deemed a malfunction and they mailed me a replacement free of charge. I'm very happy with their service!

Thanks again!

[JuanJoFitbit]

@StroMBonE99 So glad to hear that our Support team sent you a replacement unit after noticing that your tracker was defective. Thanks for keeping me posted.

I'd like to invite you to visit our "Discussions" board, where you can create new topics, share your experiences and meet people.

Hope to see you in the Community more often my friend!