Tracked exercise not showing heart rate

[FIT8]

I updated my app this morning and I went for a walk and used the track exercise. I have an Alta HR, however, the heart rate dies not show in the tracked exercise. This is why I have the HR. This has been an issue for over a month, has been on this forum for over a month and still no answers. 

[LizzyFitbit]

Hi @FIT8. It's nice to see you here in the Forums.

Thanks for the information provided, as well for taking the time to visit the forums. Our team has been receiving feedback about the heart rate not appearing after tracking your exercises. I understand how important is this data for you and so we can work on this situation please confirm if your exercises were recorded by using SmartTrack, or if it was used MobileRun. Also, if you've not done so make sure the Fitbit app is updated to the latest version.

Keep me posted.

[Huntere]

@LizzyFitbit., it’s good have confirmation this is an acknowledged “bug” which has so Lee how crept in. I see there are several threads on this and it would seem this change occurred on or around 27th July - apparently without and update which is strange.

we are now in September. When might we expect resolution? As a loyal Fitbit user I don’t want to seek alternatives but this significant omission in data is impacting my training schedule for a marathon.

Surely it can’t be so hard to fix when in some instances, depending how the activity is started, the data is recorded.

Thanks

[FIT8]

As I stated in my post, I had just updated the Fitbit app and my phone is always up to date as well. I also stated I tracked my exercise. I used the app on my phone as it gives me mile cues and maps out my wall.  Nowhere does it say what that is called other than track/log after selecting the stopwatch. Like the other comments on this post, it has been since July without any fix. This data is very important and is the reason I purchased the HR model. 

[Sabster01]

This is a direct result of the app update. My HR zones also stopped working when I track my exercise (I track through my phone as well because the GPS distance is more accurate through that). After speaking to a fitbit customer service rep, I was told that there is “no fix in the immediate future”. They essentially threw their hands up with this. I’m extremely disappointed in their customer service and app development teams. 

[FIT8]

LizzyFitBit is this the case, that there is no fix in the near future? If so, what’s the purpose of any FitBit with a heart rate monitor if you track your heart rate during fitness routines?? 

[Psycho18th]

I’m having the exact same issue. Latest update and a Fitbit Charge 2. When I track my runs through the app, the heart rate zone data doesn’t show up. If I just go for a walk and it automatically categorizes the exercise, then the heart rate zone data is in there. What’s the fix?

[Gallifrey69]

I’m having this problem with my blaze. I think I’m hating Fitbit for the poor quality of their items and the inability to fix/rectify them. Fitbit.....I want a refund.

[lennienoiles]

Same problem - iOS App not capturing Heart rate during workouts.

Issue began after last App update. 

[Ganeshb]

I am also having the same problem with the heart rate not showing up for tracked exercises. Why is no one from fitbit bothering to reply?

[Huntere]

Guys

Just an update from me.

I first got on board here in the forum  when I noted p, like many others, that heart rate was not being reported with activities started from the app - essential if you want to have notifications using a Charge 2.

Doing  my research, a great deal of advise from Fitbit is to ensure everything updated. Well as you may be aware not only are there ongoing issues with iOS app 3.6 but those of us with Charge 2s and have completed the latest firmware update are finding their devices completely useless. For those with Charge 2 s sugegst you jump over to the board and see the posts.

i haven’t updated either firmware or app and my Fitbit Charge 2 is still as good as new bar the critical omission since late July of the heart rate not being associated with an activity. For a company who’s products promote fitness and activity to lose this functionality and not fix it promptly is incredible.

To too it all I have been dismayed by the lack of response and updates from Fitbit. A recent post I directed directly a Fitbit employee in this thread remains in unanswered.

As someone who takes their fitness and data seriously, with 8 weeks of no progress (and if anything backward progress on updates and firmware) I have chosen to leave the Fitbit ecosystem after several years. My chosen device is more expensive than my charge 2 which met all my needs but I am hoping will fulfil my needs simply and reliably.

i primarily post this as I hope Fitbit moderators are monitoring all of us who are giving up in despair and when they realise how many customers they are losing they might act to support those of you who remain loyal.

Good luck everyone!

[Ganeshb]

Has this problem been fixed? I don't see any change even in the latest update. Tracked exercise still does not show the heart rate.

[hines3]

No it's not fixed yet........ This was my inquiry and response until I found this thread with more issues like mine......

Why can I no longer see Heart Rate data on app and online Fitbit site when I record exercise? It used to record and show Heart Rate for each exercise activity. I purchased Charge 3 to record "Heart Rate" not "Calories Burned" The most important feature of the device has been removed?

[hines3]

Their reply

About the issue you are experiencing, can you provide me with some screenshots about this? Have you restarted your Fitbit? Have you checked that you're getting a heart rate reading when exercising?.

I hope to hear from you soon.

Done, done and done

i hope to hear from Fitbit soon!!

[FIT8]

Still no answer or fix from Fitbit nor the moderator on this thread. It’s been since July. 

[EllieSwen]

LizzyFitbit,

I have also been having this issue. Same time frame as Huntere. I think this is ridiculous that there has not been a resolution to this issue! Luckily the customer service people I have talked to have been nice, but unfortunately unhelpful since it is a software issue. The last person I talked to told me to post on this site to see if other people are having this issue. Because FITBIT RESPONDS BETTER WHEN MORE PEOPLE ARE HAVING THE SAME ISSUE. This leads me to believe that Fitbit DOESN'T CARE IF ONLY ONE PERSON IS HAVING AN ISSUE.

Unlike Huntere, I cannot monetarily afford to abandon my Fitbit Versa. But will after this experience with Fitbit, I will not recommend Fitbit to anyone.

This issue needs to be escalated as it is clear that multiple people have been having this issue for 2 months now. I find it hard to believe that there is no one on the software team that is unable to fix this.

Please give this thread an update, as there hasn't been one in a long time.

[Ganeshb]

Other than a moderator deleting a message of mine when I got a bit aggressive (not abusive), on the subject, there seems to be no action on this complaint.

[Psycho18th]

I’m still having the same issue with my charge2. This seems like a really simple fix. How has this not been sorted out yet?  

Moderator edit: format

[FIT8]

Lizzy Fitbit has not responded fed to this thread in looooong time. There have been many threads stating g this issue with many people on each thread agreeing they have the same issue. Fitbit is aware and not doing anything about it.

[EllieSwen]

Hello all! 

I have somewhat of an update! I talked to a supervisor today and was told that they are no longer working on this issue as they do not know what the fix would be. This project is “low priority” and will not be worked on for the foreseeable future. 

Sorry to be a bearer of bad news.