Surge not detecting HR

[JennySinclairRN]

My Surge stopped detecting my HR six days ago and I have no idea why. It was never a problem before. I tried wiping the whole thing with alcohol to clean off any residual lotion/body oil and it didn't help. What else should I try?

[Redmoonstar · Accepted solution]

Maybe try a reset of the surge by holding the left and bottom right buttons in for about 15 seconds or until the screen starts to fade once it's off turn on again with the left button.

[ronsworks]

My surge also no longer shows a heart rate 

Tried restsrt and nothing happens

[VivisFitbit]

Welcome on board @ronsworks! Besides @Redmoonstar's advice, you can also take a look at your Account Settings and check if the heart rate option is enabled. If it is enabled, switch to "Off", save and sync, then switch back to "On" or "Auto" save it and sync again. 

Let me know how this goes! 

[BMattes]

I have the same problem . My HR is not syncing to my IPhone. Tried Surge and HR turning of and on still not syncing

[VivisFitbit]

Thank you for joining us @BMattes! I always say that the restart is a good beginning, then proceed to switch your heart rate settings, you can find them on my previous post. 

Let me know how it goes! 

[Coco68]

It worked! Thank you!

[VivisFitbit]

Hello there @Coco68! I'm glad to know it worked for you. I'm pretty sure you're spending a good time with your Surge.  I hope you have a lot of fun. 

[Samuel1023]

I tried restart my Fitbit Surge, reset heart rate to off, sync, on, and sync again, but heart rate is still not working, what else can I do?

[Donaldlo]

My Surge HR does not maintain the HR during executive. My HR registers for a few seconds & then drops rapidly down to 70-80, even when I am working at 120+. This occurs for first 15-25 minutes & results in very inaccurate tracking.

[ronsworks]

Yes it got my heart back   THANK

[VivisFitbit]

Welcome to the Community @Samuel1023! If you already tried all the steps provided, feel free to contact Support, provide all the details about your issue and all the steps you already took. Rest assured that they'll take care of you. 

@Donaldlo You can improve your heart rate readings by making sure you're wearing your Surge properly. During normal activities, you can use it as a normal watch. 

If you're perfirming a workout, you can try it a bit higher. 

@ronsworks I'm glad to know that your heart rate is working fine now.