I am finding the Whoop 5 HR to be unreliable frequently disconnecting from the app and requiring me to enter MTB rides manually. Resulting in inaccurate data. Whoop coach explaining all heart rate data and activity levels 1 to 5 are not then available. Reports to Whoop Support & Whoop Membership do not result in any solution or explanation. Whoop coach has suggested the device may be faulty and has drafted emails which support & membership ignore.
3 Likes
Hi there, Abprops! I apologize for the issue and inconvenience you’re experiencing here. I’ve just escalated your inquiry here directly our dedicated specialist team who will follow up with you ASAP via email and get you all taken care of. Hang in there, and please keep an eye on your inbox!
Thanks for being part of the community, and please continue to post any questions or feedback you have!
Cheers,
-Ev
Couldn’t agree with you more.
Why are they still selling the MG when it’s not functioning.
I’m livid at having a substandard product.
1 Like
Dude I haven’t even gotten mine, I ordered in July and the shipping has been a nightmare and no response from the WHOOP team.
I’ve read so many complaints it’s pretty disheartening, if there is a way to get the ambassadors like Cristiano Ronaldo to say something or pull out maybe they’ll do better
1 Like
Yesterday the 5 HR disconnected again during an over 3 hour walk. So I had to enter the start and finish times manually. This time HR during the walk was recorded but the number of steps recorded by the 5HR was down in the 9000 while the steps recorded on my Fenix Garmin Sports watch was in the 12000 range. Fortunatley when exercising outdoors my activities are recorded by my Fenix watch and my Garmin 1040. So I always have a comparison and data is logged in Garmin Connect and STRAVA. Whoop coach appreciates the problems highlighted but Whoop Support & Whoop membership take no interest. Advising me not to report the same again or my complaint will go to the end of their list. Seems to be they just don’t want to know about problems with the 5 MG.
Hello @Abprops - hope you’re doing well. I’m very sorry for any continued headache here. We certainly want to get this resolved once and for all for you.
Taking a look at the support case between you and our team, I see that there was a question about the steps provided. To help reassure, the team provided “rebonding steps” intended to reset and ensure the connection between your phone & WHOOP is strong and prevent future disconnects. It’s sometimes necessary to rebond Bluetooth devices because the connection information stored between them can become corrupted or invalid. This is not something you should have to do on any sort of regular or frequent basis.
If you haven’t had a chance to try those rebonding steps out yet, that’s completely okay! I don’t want to risk having you repeat anything, but I’ll share them below for you just in case:
- Force-close the WHOOP App.
- Forget the sensor from Bluetooth settings of any phone/device that may be connected.
- Turn the phone off for about 30 seconds to one minute and turn the phone back on.
- Put the sensor into pairing mode, re-open the app and pair within the WHOOP App.
- Once the new bond is created, it can take from 24-48 hours to stabilize, so I’d ask that you monitor the device for that long.
Please let me know if that takes care of things. If not – I suggest we set up a quick & easy phone call between yourself and my colleague on the Software support team to get to the bottom of whatever’s going on and get you back on your way to enjoy those nice walks without having to worry about this silly issue. 
Hope you have a great weekend,
Ev