Fitbit Versa not tracking Active Minutes

[AlexisSwift]

Hi all,

I have only had my Fitbit Versa for 2 weeks now. It had been seemingly working fine up until yesterday - both yesterday and today, I’ve done a workout for about an hour which tracked fine, but both days show that I have no active minutes. 

Does anyone know know how to fix this?

Thank you. 

Moderator Edit: Clarified Subject.

[Marrrmaduke]

@AlexisSwift Is you Versa recording your heart rate? It is needed for active minutes and proper calorie burn estimation. Have you tried rebooting your tracker several times by pressing and holding the left and bottom right buttons until Fitbit logo appears?

[AlexisSwift]

@Marrrmaduke it seems to be tracking my heart rate fine. But I’ve also noticed my calories don’t look right either. For a workout I did today which usually hurts at least 200 calories, I only burned 40 and it still didn’t track active minutes.

i did try to reboot it, but it didn’t seem to be working. I have just deleted it and re added the device to the app. Hoping that might work. 

[Marrrmaduke]

@AlexisSwift can you please post some screenshots of that particular workout? Calorie chart and heart rate chart in particular. Thx!

[AlexisSwift]

@Marrrmaduke - see above. First picture is from today’s workout and the bottom is from the exact same workout last week. 

The session last week also counted active minutes where today’s counted none.

[Marrrmaduke]

@AlexisSwift I agree. Weird. I'm wondering whether it's an issue with the calculations that are done on the fitbit servers and then synced back. I would be leaning towards that idea. But, just in case, please reboot your tracker several times by pressing and holding the left and bottom right buttons until Fitbit logo appears. If this does not resolve the issue, please perform a factory reset (restore your tracker to factory defaults). This will wipe your Versa, so please sync first. You will also need to delete your tracker from your Paired Devices list in your phone Bluetooth settings. You can perform factory reset by going to Settings on your Versa, scrolling down to About and tapping Factory Reset. Once Versa resets to factory defaults, you will need to set it up again by adding it as a replacement device in the Fitbit mobile app. Good luck!

[Bennett84]

I am having this issue as well. Going on 2 weeks now. I have reset my versa, shut off the notifications and turned them back on, it says I did 7 minutes of peak and 3 minutes of cardio after an hour and 15 minutes of continuous cardio and weights. 

[MikeD]

I’ve started having this issue today too. 

[SLarr]

Last two weeks everything registers except my active minutes. Zero. 

[Marrrmaduke]

@MikeD @SLarr Please try what I described here.

[MikeD]

I’ve tried that already. Clearly a Fitbit end issue. 

[Marrrmaduke]

@MikeD I would suspect as much but it's good to rule out a tracker issue. If factory reset did not help and the device is tracking other steps, something else must be at play.

[MarcoGFitbit]

Hello @AlexisSwift, @SLarr and @Bennett84, have a warm welcome to the Fitbit Community. It's nice to see you too @MikeD. Thanks for all your help @Marrrmaduke. 

First of all, I would like to apologize for the delay in the response. I would like to thank you @AlexisSwift for attaching some pictures to your replies. At this moment, in case you haven't updated the Fitbit app please do and monitor this issue. In the meantime, I will forward the information provided to our team so they can take a better look to this situation. 

Once we have more to share about this issue, we'll make sure to post it here in the Official Forums. Thanks for your patience and understanding, if there's anything else you might want to add, please feel free to reply. 

[AlexisSwift]

Hi @MarcoGFitbit - I have tried all of the solutions mentioned above and none of them have resolved the issue. The Fitbit also seems to not be connecting to my phone Bluetooth properly either. 

I have tested my other Bluetooth devices to make sure this wasn’t due to an issue with my phone, but everything else is connecting fine. 

As the watch is only a month old, I think my only option now is to take it back for a warranty check. 

[MarcoGFitbit]

Hello @AlexisSwift, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have come back and let us know you've tried the troubleshooting steps mentioned earlier. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping. 

[Darlynn1995]

I am having this issue starting today too.  I hope this is a quick fix and not a real problem with the Versa itself!

[AlexisSwift]

Hi @Darlynn1995 - none of the above suggestions worked for me. Resetting the device.. unpairing etc. 

i actually found that resetting the Bluetooth connection was what fixed it in the end, so maybe try that - hopefully it works for you too.