Heart monitor not being recorded on Samsung Health

[Michaelnul]

I have a Samsung Galaxy Watch Active 75C5 smartwatch, which I pair with my Samsung Galaxy A12 phone and when using Samsung health to track my walking it won't recover my heart rate or Aerobic, anaerobic %

Does anyone know how to I resolve this?. 

I had a Galaxy fit 14F7 and it worked fine using this phone and Samsung Health

[Michaelnul]

After 4 days I got a reply supposedly from Samsung Health saying that their application doesn't record heart rate on the chart even though I've been using this feature for more than a year

[Michaelnul]

Well after 8 days with no news I called Customer Services for a 4th time to ask why Technical Support hadn't responded to my email showing a plot with a continuous heart rate monitoring.
He tried everything he could to get the feature back and concluded that this facility doesn't exist anymore.
So I've bought a separate heart rate monitor but have to wear 2 wrist bands now.
It's disappointing to lose the feature but unacceptable that after 2 weeks Samsung have stopped communicating

[Michaelnul]

The saga goes on Customer Services reset my phone, gear fit and Samsung Health and in doing so erased the heart rate red line from the history so I can't see previous heart rate records.
As requested I sent a photo of a graph showing the heart rate before the records were deleted to uk.technical@samsung.com 4 weeks ago and since then have had 2 more requests for this graph from Customer Services. I'm ready to surrender as their inability to solve this problem has worn me down.