Heart Rate in app no longer live

[Poppet21]

Can someone help me please? Today is 27/01/2020 and I only purchased and started using my new Fitbit charge 3 a week ago. My app is on iOS on an iPhone 7. The first two days of using it my heart rate was live in the app and now it is not and just shows resting heart rate. As far as I know my iOS was updated before I synced the new watch with my phone so no new updates have occurred. I have read on previous posts to check your app and device is set up on dashboard as live data enabled and confirm this is the case? Can someone tell me why the heart rate has stopped showing on app and how I can get this on please? Many thanks to all who respond 🙂

[LizzyFitbit]

Hi @Poppet21. Welcome! It's great to see a new face around.

Congrats on your new Charge 3 and thanks for trying the steps suggested in the forums. I know how you're feeling about not seeing your live heart rate and let's work on this together. About the live data settings, since your post didn't mention if you could find them, I'd recommend to try the following:

1. Go to your fitbit.com dashboard and log in to your Fitbit account.
2. Click on the gear icon at the upper right corner > Charge 3 image.
3. Scroll down and turn off the Live Data settings.
4. Refresh the website and turn back on the Live Data settings.

Once that is done, I'll need you to try these other steps on your iPhone.

1. Force quit the Fitbit app.
2. Reboot your iPhone.
3. Open the Fitbit app, tap your profile picture > Charge 3 image > Sync Now.
4. Verify if the All-day sync is enabled.
5. Tap on Today and check the live heart rate data. Make sure to keep the Bluetooth enabled to continue seeing your live heart rate data in the Fitbit app.

I'll be around, keep me posted.

[Poppet21]

Thank you for your reply Liz.

I have tried the steps you have suggested but to no avail. When  I get to the part where you need to all day sync it won’t turn on. The Device is linked to my phones Bluetooth but when selecting all day sync, the phone states that I will need to pair the device with my phone which surely it already is if Bluetooth is connected. It then asks you to either cancel or setup. I select set up and then the round loading circles swirl around all day sync and the notifications option a little bit further up the page. Nothing happens for ages and then my phone states pairing has been disabled. Help!

Moderator edit: format

[LizzyFitbit]

Hi @Poppet21. It's great to see you here again.

Thanks for taking the time to try the steps posted above. Although your Charge 3 is syncing correctly, let's try reconnecting your tracker with your phone's Bluetooth:

1. Remove your Charge 3 and any device from the Bluetooth settings.
2. Turn off the Bluetooth, wait a few seconds and turn it back on.
3. Open the Fitbit app, tap your profile picture > Charge 3 image > Sync Now.
4. Try enabling the All-Day Sync option and when prompted to pair, tap on "Set Up".

Make sure to turn off other Bluetooth connections nearby as that may interfere with the process.

I look forward to your response.