Custom heart rate going back to zero

[Stian_od]

My custom max heart rate is going back to zero by itself, also custom min-max.

and then turns itself off.

tried restarting phone/Fitbit, logging out and deleting the app.

it is this way on another one too.

my max heart rate showing for a second and then go back to zero.. and then turns off.

Anyone know the problem?

[JaneStaple]

This is what I came here looking to find an answer for.  

[Stian_od]

I found a solution that worked for me.

log into Fitbit.com, and go to dashboard and then your profile settings and change it from there.

If you can’t find it I will guide you more in detail 👍🏻

[JaneStaple]

Found it!  I rarely use the web version and hadn't looked there.  Thank you for posting this!

[LizzyFitbit]

Hi @Stian_od and @JaneStaple, welcome! It's great to see you here in the forums.

Thanks to both of you for the screenshot and your efforts while working on this situation. While I'm glad that you were able to edit the custom max heart rate at fitbit.com, it's odd that the Fitbit app isn't allowing you to make these changes. To further investigate, please provide us with the following information:

• Model of your phone.
• Software/OS version of your phone.
• Version of the Fitbit app.

@JaneStaple, since your post didn't mention, if you've not done so I'd recommend to reboot your phone, log out and in, as well update the Fitbit app.

I look forward to your responses.

[JaneStaple]

I had to fix it a couple times on the desktop as the problem would recur, but right now it has been okay for 2-3 days, I think Monday was the last time I edited the zone on the desktop. 

Perhaps coincidentally (!) my phone's OS was upgraded within the last couple days too.  The  phone is an iPhone X, iOS 13.5.1.  Fitbit app 3.22(962).  But I see there is an update now.  Download in progress as I type this.

When I first noted the problem I'd done a couple reboots and log in/outs.  I checked to see if there was an updated app then too, but it wasn't up yet.

[AnneCecilie]

Fitbit Versa 2    Hi, I have a problem with getting my Custom Zone button to stay on? I have tried to log me out, and then on, but still it will not be switched on? Help me please... Can anyone fix the software??

[LeeAnnTi]

I’m having the same problem with my Charge HR2. 

[Kaat2]

Hi, I’ve tried to change my max HR is the Fitbit app, but it won’t save. Everytime the figure goes  back to 0 and when I go back to the HR zones in the app, my adjustment is deleted.  I’ve removed and downloaded the app again but that didn’t work either. Does anyone know how I can save my adjustment?

[Kaat2]

hi, I’ve got exactly the same problem as well!

[Wowsmiles]

Same here! For about the last two weeks it won’t save and keeps going to 0bpm for each lower and upper HR zones (on the charge 3 and I’ve just bought the inspire HR as an upgrade and it won’t recognise save on this device either). Can you fix the software please.

[Kayerash]

I have the same problem. Please help.

[LizzyFitbit]

Hi everyone. I'm glad to see you participating in the forums and welcome to the new members.

Thanks for the steps tried on your own to get the Fitbit app working. I'm sorry that the Fitbit app isn't allowing you to edit the custom max heart rate and I appreciate you for bringing this to my attention. To further investigate this situation on my end, please provide me with the following information:

• Model of your phone.
• OS/software version of your phone.

Our team recently released a new update of the Fitbit app, so make sure to download it. Additionally, as an alternative you can try logging in to your Fitbit account at your fitbit.com dashboard, tap on the gear icon at the upper right corner, tap settings and look for Heart Rate Zones.

By the way, I've moved some of your posts to this new thread so we can keep our forums organized.

I look forward to your response.

[Chllywlley]

Lizzy,

I’m having the same issue. I tried changing the custom zones on Fitbit.com but it did not work ... please help. 

I have an iPhone 11 Pro Max, OS 13.5.1

I have a Versa 2

The last update I see from Fitbit is back in April, was that the update you were referring to? 

[AnneCecilie]

I have the same problem... Can anyone fix the software? 

Moderator edit: personal info removed

[AnneCecilie]

Thank You! It worked for me as well! 🙏💪

[JaneStaple]

Update because I was curious.  No new changes since I last posted my versions of phone/iOS/app. 

I tried again on app and the values dropped out and new ones would not take.  I had to go back to the desktop/webpage to correct.  The correction has persisted at least now which is an improvement.  Just annoying for it to not work in app, but at least I have my custom zone back.  

[JaneStaple]

Aaaaannnndd, I spoke too soon.  Had to redo it last night on the webpage.  Sigh.  At least I noticed before midnight so the day's custom zone took before it was too late.

[TWinbrook]

Same issue for me as well.

iPhone XS Max, iOS 13.5.1

Fitbit app 3.24.1 (latest version as of 06/28/20)

[AlejandraFitbit]

Hello everyone, I hope you are doing fine.

I appreciate all the efforts in trying to fix this issue and for the information provided about it, it's great to know that for some of you this has been resolved.

For the ones that keep experiencing this, I wanted to let you know that this has been reported to our team and they are working to resolve it as quickly as possible, sorry for any inconvenience it's caused and appreciate your patience and look forward to getting you back on track.

Please let me know if there's anything I may do to assist you in the meantime.