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?

[Kayerash]

iPhone 11, software version 13.5.1

Fitbit version 3.23.1

[FannyAniander]

I Also have this problem with my fitbit charge 3 with my iphone XS. 

[Schnorkel]

Since the app update before last (iOs), my ionic refuses to accept a Custom Max Heart Rate. It defaults to one set according to Fitbit's preferred formula (age only) and will not let me input the one I use, based on what I consider a more accurate formula for my physical condition from Runner's World. As a result, my Heart Rate Zones (which I use for tracking my training progress) are all wrong. Out of desperation, I disconnected the ionic from my iOs app an used my PC app to reset it, then reconnected my iOs app. It worked properly for a few days, then reverted. I repeated the procedure, it worked for a few days, then reverted. Now, when I try to do that, it doesn't do anything. I never had anything like that happen with my older Garmin.
Please advise. Being able to manually set my Custom Max Heart Rate is very important to my training program.

[LizzyFitbit]

Hi @Kayerash, it's great to see you here. @FannyAniander and @Schnorkel, welcome on board.

Thanks for sharing detailed information about this situation, and for the steps tried on your own. I understand how important for you is to customize your heart rate zones and I'm sorry for this inconvenience. Our team has been informed of the impact this has caused and they're working hard to fix it as soon as possible to all our affected users. Once I have more details, I'll update this thread.

If you need anything else, let me know.

[Mollypie]

So I’ve loaded the new update and I have an iPhone 10. I tried changing it on the Fitbit app on my desktop but it still zeros on the app. Extremely frustrating. 

[Mollypie]

Hi. I am having the same problem as a lot of people. My heart rate zones just zero even after I change it on the website. Please help. This really helps me when I train and I’m trying to lose weight. This is very useful to a lot of people and would be ashame if it doesn’t work. I have an iPhone 10 and have updated the latest version of Fitbit software for my Versa 2 which is only about a month old. Molly 

Moderator edit: personal info removed

[AnneCecilie]

Yes, I have the same problem too! 

[SteveWhetton]

Me too. Very frustrating! My wife also has the same issue with hers ☹️

[Lafnesbitt]

I am having this same problem! I have a Versa 2 and have updated my iPhone 6, logged in and out, etc. I’d love to hear from the Fitbit folks once this is fixed within the app. 

[Mollypie]

You and me both; it’s frustrating

Molly

[SteveWhetton]

I noticed an update was available today and was optimistic that a fix was applied but sadly the problem still persists. 

[Mollypie]

Thank you so much. Have a good day. Fingers crossed

Sent from my iPhone

[LizzyFitbit]

Hi everyone. I'm glad to see you participating in the Community Forums.

Thanks for your continued reports as well for the time taken to troubleshoot this situation. I'm sorry that you're having this experience and please know that our team is working hard to get this resolved so you can be able to customize your heart rate zones. While there isn't a time frame for the fix, let me suggest to keep the Fitbit app updated so you can receive the quickest solution.

I'll be around if you have other questions.

[Chris1323]

I’m having the same issue. 
Any ideas on how to correct this? 

[Lafnesbitt]

No fix yet! Seems to have lasted quite a long time and so frustrating.
--

Moderator Edit: Personal info removed

[Chris1323]

Not fixed yet. It was working for a long time and last week I notice
something was off. When I run I keep my heart rate in the zone. Fitbit is
now telling me I’m in the red zone. It’s very frustrating

[Mollypie]

Good morning,

Fortunately mine has stuck; since my last post about a week ago. I really do think Fitbit staff did something, because again; I bought three Fitbits because of HR issues and receiving text messages. After I posted my issues, staff and other Fitbit users noticed.

That said; I changed my HR limits on a desktop in the Fitbit app and then logged out. Then reset the Fitbit. Did a hard restart on my iPhone. Made sure Bluetooth was connected. So far so good.

Good luck and I hope I didn’t just jinx myself.

Molly P

[Mollypie]

Good morning,

Fortunately mine has stuck; since my last post about a week ago. I really do think Fitbit staff did something, because again; I bought three Fitbits because of HR issues and receiving text messages. After I posted my issues, staff and other Fitbit users noticed.

That said; I changed my HR limits on a desktop in the Fitbit app and then logged out. Then reset the Fitbit. Did a hard restart on my iPhone. Made sure Bluetooth was connected. So far so good.

Good luck and I hope I didn’t just jinx myself.

Molly P

Sent from my iPhone

[Chris1323]

Thanks.
I will give that a try. Did you lose all your stats when you did a hard
reset?

[Mollypie]

Nope. Refresh before you do your restart. At one point I was so frustrated I did a “back to factory settings”. But if you refresh; the data has been saved on the app on the desktop.

👍

Sent from my iPhone