Current heart rate not being displayed in iOS app

[SunsetRunner]

@KateFibit 

All the information is already in the thread which you have closed : https://community.fitbit.com/t5/iOS-App/Current-heart-rate-not-being-displayed-in-iOS-app/td-p/43275...

Only one person contributing to that thread had said the problem had gone away, all others were confirming at regular intervals that the new versions of the app were not fixing the problem.

You don't improve customer satisfaction by locking threads of problems which have not been fixed and ignoring their requests for information. Yes, some of the posts had started to drift off topic but only to express dissatisfaction at the fact that are neither fixing the problem nor providing any real information on the situation. Locking the thread on an unresolved problem has taken me from a disappointed and frustrated customer to an angry one.

I am using the latest version of the app available in the App Store and still have the problem. Why do I need to upload a screenshot just to prove which version I'm using?

[LiliyaFitbit]

Hi @SunsetRunner, it's nice to see you again in our Community Forums.

I appreciate your participation in the Forums and sharing your feedback regarding the issue with the current heart rate not being displayed in the app. Thank you for providing the link for the previous thread regarding this issue, I'll be glad to assist you further. I understand how you are feeling and appreciate your feedback, we're constantly working on improving our devices and user experiences, and your comments are always welcome. Thank you for confirming that you have the latest app version. I would like to confirm if your phone is up-to-date: Update your iPhone, iPad, or iPod touch. Please provide the model of your phone and the software version is your iOS device. 

Looking forward to hearing back from you.

[SunsetRunner]

@LiliyaFitbit 

Once again you have provided no information on the status of the fix. Just telling people to update without confirming whether the development team believe the problem is fixed just adds to customer frustration.

If there are problems with certain Apple devices or iOS versions or combinations of them then surely you should be telling customers about them. I provided details of my device and iOS version in the linked thread back in July. Whether that information was used or just ignored is not clear. The device, an iPhone 6s has not changed but it is now running iOS 14.2.

[ChasBFit]

I'm jumping in because I also have been having this problem since June 2020, about 9 Fitnbit app versions ago and several iOS updates. I currently have the most recent iOS (14.2), Fitbit app (3.34 (1004)). iPhone 11 Pro.

Could we please get some updated status on this?

[LiliyaFitbit]

Hi @ChasBFit, it's nice to see you again in our Community Forums. Thank you for your reply, @SunsetRunner.

I've forwarded your comments to our team and once I have more details from them, I'll update this thread. Thanks for your reports and continued patience as we work on a fix. 

I'll be around. 

[SunsetRunner]

Two more releases since the last post. The bug has still not been fixed and Fitbit have not had the courtesy to tell customers what the status is.

[SunsetRunner]

The latest version of the app, 3.39 has not only once again failed to provide a fix for the problem but has made things worse. The temporary work around of restarting the app which then showed the current heart rate for a couple of hours no longer works at all. It also seems to have introduced a host of other bugs.

[ChasBFit]

Hi @SunsetRunner - I'd say "good to see you again" as you are a familiar face by now; except for the circumstances 😊

If the new update is this bad, I'm throwing in the towel.

Cheers - Chas