Heart rate graph no longer consistent vertical scale

[At-the-Gates]

The heart rate graph (mine is a Charge HR), no longer uses a consistent vertical scale between days, instead rejigging itself each day to presumably show a more interesting looking graph! This is sooo annoying as you can’t do day-to-day comparison visually. For example I like to look at my sleeping heart rates, and before, you could swipe through each day and instantly see anomalies because every day had the same vertical scale. Now it’s useless for that. Please give us an option to switch back to a ‘locked’ vertical scale.

[LizzyFitbit]

Hi @Trendmel, @Mariosb, @2Heart and @Nothanks59. I'm glad to see you here again. I'm sorry for my delayed response.

I've moved some posted to this thread, so you can receive related responses about this situation. Thanks for the information provided, as well for the troubleshooting steps tried. @Mariosb, I appreciate the screenshot provided. Our team is still investigating this situation based on the details that you've provided, and they'll work on this to bring a solution for all of you. Once they provide me with more details, I'll update this thread.

I appreciate your patience, and see you around.

[Awdros]

My third Fitbit versa now still fails to show my heart rate it’ll show my sitting standing heart rate which is a lie but it does not show any kind of active Rate between 100-170.  But my standing heart rate is consistently 87 I wonder why. This really needs to be fixed ASAP because this is going to  collapse this company as a Fitbit is becoming less and less of a active fitness challenging piece and more of a pain in the butt. I’ve had three so far and I am not happy right now when it works I’m really thrilled however I’m thinking about getting an Apple Watch. It just does not work any longer I don’t know what iOS updates are what other updates you guys planned but they failed and you should’ve tested them first 

[Enfys]

Hi, not getting a reading on your Fitbit screen sounds like a different problem to the issue we are having with the graphs on the phone being incorrect so you may want to post your problem as a new thread. 

I have a Charge2 but I have found that you do need to experiment with the placement and strap tightness of the Fitbit to get consistent readings. If the strap is too snug the Fitbit will press hard against your skin and that limits the blood circulation in the skin so there isn't a good colour change for the Fitbit to detect. Equally having the strap too loose also causes poor or no reading. During the day I regularly adjust the strap on my Charge2 and also swap from one wrist to the other to get more consistent readings. 

I hope you get your Versa working better soon!

[Awdros]

Thank you very much for that information but I’m getting really tired of putting my problems every single day with this Fitbit versa. This is my third versa. I do appreciate the community sending me a gratis one because my other one simply died And then I replaced it with a special edition which does not work? I really I think that this is going to be a stock issue for his company if they continue to Reduce their applications, have such ongoing problems, and cause headaches for people who will enjoy it before

[TheNextBenThing]

Can someone from FitBit explain why this is still a problem? This should be a very simple coding fix.. it should take literally minutes to solve, as people in the thread have already diagnosed the issue and outlined the steps needed to enact the fix. 

It seems like these problems (and especially the specific comments from this thread) are not getting shared internally at FitBit. Can the moderators of this thread please communicate with the programmers, or connect them with someone who will? 

[sully1311]

So iOS app updated to v3.3.1 today and it still hasn't been fixed!

[Nothanks59]

Hi Lizzy - we had another update today which did not address this. Can we please get a timeline of when to expect the fix? Imagine if you went to your grocery store and milk was ringing up wrong. You point it out, and the say “we’ll investigate.” Next time, same thing. They say “we’re investigating.” Next time, same thing, same response. Next time, same thing, same response, etc etc. Hopefully this explains our frustration. It’s a simple request and is impacting how I view your customer service. Thanks in advance

[LZeeW]

@LizzyFitbit   I would like to add that I am having the same issue with the iOS app.  It has been going on for some time and app updates have not fixed it.  I have v 3.3.1 (857)

When will the engineers fix this?

I also want to add that heart rate is never reported as 67.5 or 71.3.  The y-axis intervals should always be whole numbers.

[SunsetRunner]

I have had the Charge 3 for months not and purchased exclusively to manage and track my heart health.  I am so frustrated with the device and  unhelpful help links for how to wear the device which I spend WAY too much time messing with my tech and not focusing on my workout.  Today like most all days my gym equipment (treadmill sweat dripping so I know I was in peak) read me at 182 and when I checked the Charge 3 is showed 108 ( that’s 2 categories off)!!!   Really I’m two categories off and all the HR algorithms spins off how hard your heart works.  I have two wrists, different bands, tighter, looser, lower and higher, rest after reset.  The darn device just can’t track my HR when working out and I’m not sure what else to try so looking for options.   

[LizzyFitbit]

Hi @Awdros, @Enfys, @sully1311, @Nothanks59 and @LZeeW. I'm glad to see you here. @TheNextBenThing and @SunsetRunner, welcome to the Forums. I'm sorry for my delayed response.

Thanks to all of you for sharing your thoughts. I understand how important is to get your heart rate details correctly, and I'm sorry that you're having this experience, and I'm sorry that you're having this experience. Our team is working on this situation based on the feedback that you've provided, to they can bring a solution for all of you. While I don't have a time frame for this fix, be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

@SunsetRunner, by the way, I've moved your post to this thread so you can receive related responses and to keep our forums organized.

Don't hesitate to reply back if you have another question.

[LZeeW]

@LizzyFitbit   This should be a blue banner, top of the page issue on this forum. 

[Toofy]

'Today Heart Rate' scale different from the magnified screen.  Which one is correct????? 50-116 on 'Today' looks like ca. 57-107 on the enlarged screen.  Help!!!

[Enfys]

Hi Toofy,

in the magnified graph if you press and hold you can slide a circle along the graph and a small pop-up tag shows you the time and actual heart rate of that data point. This shows on my app that the Y axis numbers on the magnified graph are totally wrong. 

Hope this helps whilst we wait for the bug to be fixed. 

[SunsetRunner]

Lizzy, thanks for the reply and confirmation that there is nothing else I can do.  

Not at all sure why you moved my post  to this heart rate chart thread though????

[ChasBFit]

So, this has been a problem for over 2 months, and multiple version releases. It started around June 12 with version 2.95; we are now at August 21, version 3.4, and nothing has changed.

I know there are several other critical things that people are dealing with, like the OKOK app opening continually, but this is a TRIVIAL THING TO FIX. It's low hanging fruit that would go a long way towards improving the sense that Fitbit actually has a good QA / development team.

EDIT: It seems that 3.4 finally fixed the OKOK app thingy. Congratulations! Now, can we work on this issue?

[Nothanks59]

Let me predict the reply you’ll get. “Sorry for my delay in responding. We are aware of this issue and are working diligently on it. While I don’t have a timeline, make sure and keep your app up to date.” 

It’s really unfortunate, because this IS low hanging fruit, and the lack of action or substantive response has tarnished my view of the product. 

[ChasBFit]

@Nothanks59 :

Well, I guess it's an improvement over "Sorry for my delay in responding. I understand that you are frustrated by the hanging fruit. To help our developers, please send a screen grab of your hanging fruit. Also, do the following: Delete your hanging fruit, do a factory reset of your phone, and then a factory reset of your Fitbit device. Then re-install your hanging fruit from the Apple Store. Let me know if that fixes the problem!"

[LZeeW]

@LizzyFitbit   An update to the iOS app was released two days ago.  It did not fix this problem.  This issue has now existed for months.

Please provide an update.  Please tell the engineers to fix the graph intervals as there is no such thin as 62.5 or 55.3 bpm in real heart rate measurement.

[Nothanks59]

Once again the new update does not address this. My question - why is it not possible to get a “when” from the engineers? Even if it is “not the next update” it would ease some of the frustration here. Right now it doesn’t feel like you’re in real communication with the engineers, just buying time and hoping they eventually get to it. 

[ChasBFit]

Great. And now I've been forced to use the "new dashboard", which in my opinion is a big step down.

Can you just fix the things you've broken, like the heart rate graph? Instead of forcing us to use an interface that is clearly unpopular?