Fitbit app missing heart rate information

[Mike0211]

I’ve been using Charge 3 since February of this year and it’s only this morning that I’ve experienced missing Exercise Heart Rate details (line chart) in the Fitbit iPhone App. My entire 160+ mins. of exercise is reflected in the total “Active Minutes”, but going to the Heart Rate Line Chart, it isn’t there. However, the details seem to be present in fitbit.com. It is missing only in the Fitbit Phone App.

What happened this morning was, I exercised as usual from 6:00 am up to 8:30 am when my tracker automatically stopped “Weights” monitoring for unknown reasons. I immediately restarted it and after 10 more mins. when I was done exercising, I stopped it. I synced my tracker to my phone and to my surprise, although I could see the whole 160+ mins. in the Total Active Minutes, it is missing in the Heart Rate Line Chart. The problem here is, another heath app used for competition syncs to my Fitbit App through that Line Chart; hence, it only reflected the last 10 mins.

Please advise how to resolve this. I tried rebooting my tracker several times, and logging out from the Fitbit App as well. Unfortunately, it is still missing.

Moderator edit: subject for clarity

[AlejandraFitbit]

It's great to see you around @Mike0211.

I just wanted to let you know that I have moved your post from the Charge 3 board to the iOS app board, since I think that here you will be able to see more related topics about the Fitbit app.

Thanks for all the information provided about this heart rate information issue. I would like to know if you have checked if your Fitbit app is updated? If you haven't, I recommend taking a look at the help article: How do I update the app to the latest version? and follow the instructions provided there.

If this isn't the problem, feel free to provide me with some screenshots of your issue.

I hope to hear from you soon. 

[Mike0211]

Hi. My Fitbit app is updated. Anyway, here are some screenshots. Unfortunately, going to Fitbit.com, I couldn’t go into the details of my Heart Rate activity for that day (May 17) anymore; although I could still see the total correctly.

[MarcoGFitbit]

Hello @Mike0211 I hope you're doing well, thanks for taking the time to reply and add some screenshots to your post. 

First of all, I would like to apologize for the delay in the response. We’re aware of it and are working to identify a resolution as quickly as possible. We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.

[bjprc]

As my question is close to the topic, I put mine here too, while different. I just bought a new iPhone XR and Apple transferred all data from the old phone. The app for Alta HR is working except that the current heart rate is always missing. All other data are there. The app is syncing normally while in the iPhone the Alta is not listed under Bluetooth devices (while it uses the Bluetooth!). All the software is updated. A restart of the iPhone did not help.

[MarcoGFitbit]

Hello @bjprc I hope you're doing well, thanks for joining the conversation. 

I appreciate your participation in the Forums and for sharing your experience with us. At this moment, I would like to ask you to enable All-day Sync in the Fitbit app for the Alta HR to establish a Bluetooth link with your phone. 

Go to Account > Alta HR > All day Sync and enable it. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue. You might disable All-day Sync in case you won't like to have it enabled afterwards. 

After that, when you start syncing your Alta HR, the current heart rate will appear. Note that your device should have a reading while syncing for it to appear.

Give these steps a try and let us know how it goes, we'll be happy to continue assisting you. 

[bjprc]

Perfect! I would never have found it myself... Immediately worked and also now iPhone Bluetooth has the Alta listed. Did not understand how the app was actually connected perfectly to the Alta while Alta was using my Bluetooth but the iPhone did not list it... Thanks a lot!

[MarcoGFitbit]

Hello @bjprc I hope you're having a great day. 

I appreciate you have come back and everything seems to be going well with your device and your phone. I'm very glad. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

[Mike0211]

Fitbit Moderator,

What’s the update on the issue I highlighted? It happened again today. I ran for about 9 kms and although the distance/kms was captured and synched to the app, the Active Minutes wasn’t. What is happening

[bjprc]

Honestly I little or never look at the "active" minutes. Did the heart rate appear for those minutes? The only thing I can say: sometimes it takes time for Fitbit to show the data, needing several "synchronize".