Heart Rate not tracking during tracked exercise

[EllieSwen]

This has been an issue since at least July 27, 2019. When tracking an exercise, the heart rate stats do not appear. The heart rate is tracked on the main dashboard, and during untracked exercises, but does not give a breakdown of during the exercise. I have spoken to probably 15 customer service agents, and have gotten no where. This is an APP ISSUE, but Fitbit is not doing anything about it. I talked to a supervisor yesterday evening and was told "They are aware of the issue, but do not know how to fix it. They have pushed this issue to the back burner and it is a low priority project." Essentially I was told that they are not working on this because they do not know how to fix it.

I provided a couple potential solutions: Compare the app content for this issue to the version before July 27th, or compare the app content for the non-tracked exercise to see what's missing from the tracked exercise.

You wouldn't think it would be this hard, but Fitbit has given up on this issue.

[LizzyFitbit]

Hi @EllieSwen. Welcome to the Community Forums.

Thanks for taking the time to contact our Support team, as well for the potential solutions that you shared to them. I understand where you're coming from about this issue with the heart rate data not appearing on your exercises and I'm sorry that you're going through this situation. Our team takes very seriously the feedback that is posted in the Community, as it help us to evaluate our procedures to make sure that we are delivering what our users want and need. 

Our team hasn't forgotten about you and they're working hard to identify a resolution to all of you. While currently I don't have a time frame when this fix will come, let me recommend to keep the Fitbit app updated to ensure that the the rest of the features included in the Fitbit app will continue working correctly.

I appreciate your patience and feel free to reply back if you have any other question.

[EllieSwen]

Forgive me if I don’t believe you. I tried to contact you on a separate thread on September 27, and you never responded. Keeping the app “fully updated” with each new update is what I was told to do 2 months ago and it hasn’t fixed the problem. As I stated above, I was told that this problem was no longer being worked on. So, my post here is to educate/warn people who are having the same issue to try and move on from Fitbit if they are able as Fitbit is not doing anything about this issue. 

I wish you would have responded to the thread where people are asking questions about the issue, not this one. 

[LizzyFitbit]

Hi @EllieSwen. Thanks for getting back.

I appreciate you for sharing your feedback about this issue with the heart rate data. As I don't have access to your case, I've verified with our team that this situation is being investigated by them to bring a solution to everyone that has been affected. Although we don't have a time frame for a resolution we recommend to keep the Fitbit app updated as you could receive the fix on the next updates, as well to ensure the Fitbit app's performance while our team works hard on this.

In line with this, may I know how you're recording your exercises? Are you using SmartTrack to auto-recognize your exercises, MobileRun to capture GPS from the Fitbit app or the exercise app on your Fitbit device?

I'll be around, keep me posted.

[EllieSwen]

@LizzyFitbit I discovered this problem using the “track exercise” button in the exercise portion of the app. However, in the last 2 months of that not working properly I have been using the SmartTrack. It’s too bad it isn’t very “smart” since it’s off by a mile or more each time I run, therefore also not giving accurate data. 

You can keep saying to keep the app updated as that’s where the fix will come from, but I’ll believe it when I see it. Fitbit needs to show action on this issue, not just acknowledging it and claiming they are working on it. 

[LizzyFitbit]

Hi @EllieSwen, thanks for keeping me updated.

Fitbit received reports from our users about the heart rate not appearing when using MobileRun, and I appreciate you for confirming that this feature was also used by you. I'm sorry if the SmartTrack feature isn't recording accurate data and I understand where are you coming from about the update of the Fitbit app. While we don't have further details when the fix will be implemented, our team will identify a resolution for the Fitbit app based on the feedback posted in the Forums so you can see the hear rate recorded while doing your exercise. This thread will also be updated when we have more details from our team.

I'll be around if you have another question.