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Fitbit Versa not recording steps or heart rate

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‎07-19-2019 02:46 - last edited on ‎07-23-2019 19:15 by Fitbit Moderator

‎07-19-2019 02:46 - last edited on ‎07-23-2019 19:15 by Fitbit Moderator

My fitbit versa just stopped during my swim over a week ago. I powered it down, re-charged and re-set it. The watch is working, but it is no longer measuring my heart rate or steps. What should I do?

 

 

Moderator edit: updated subject for clarity

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‎07-23-2019 19:14

‎07-23-2019 19:14

Welcome to the Fitbit Community @swimsista. Sorry for the delayed response.

 

I regret to hear that your Fitbit Versa stopped measuring your heart rate and steps. Thank you for the troubleshooting steps you performed before contacting us. On this case, you can perform a factory reset to your watch by following the next steps but keep in mind that your apps, stored data, personal information, credit and debit cards and saved settings will be deleted from your device: 

 

On your device, open the Settings app > About > Factory Reset or Clear User Data.

 

In addition, please turn the heart rate sensor off and then back on. You can find this feature on your Device Settings.

 

If you need further assistance, please don't hesitate to contact us back.

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