Fitbit Versa will not track heart rate or steps

[Sarahintheburgh]

My fitbit is 8 months old, and suddenly stopped tracking everything. Things I have done to trouble shoot. 3 restarts , 1 factory reset and changed 2 faces. No lights are on. What are my next steps? Also it was a gift, who do I return to if that is my only option?

Moderator edit: updated subject for clarity

[NellyG]

Hi @Sarahintheburgh I have flagged a moderator to come and help you

[Sarahintheburgh]

Thank You! 

[JuanJoFitbit]

@Sarahintheburgh it's great to see you in our Fitbit Community! Since your Versa is still unable to track your heart rate and other stats even though you have tried the restart, factory reset processes and changed clock faces, I'll forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

Thank you for your help @NellyG.

I'll be around if more assistance is needed! 

[KStein]

I am having the same issue with my heart rate not working.  I have reset it, changed clock faces , and enabled and disabled the heart rate.

[JuanJoFitbit]

@KStein I'm sorry for the late response. However, since your Versa is still unable to track your heart rate even though you have restarted it, turned off and on the heart rate feature, I'd like you to try one more workaround that has been helpful.

Please try a factory reset. To do so on your device, open the Settings app > About > Factory Reset or Clear User Data. Sync your watch before this in order to avoid losing current data. Finally, make sure of the following details:

1. Make sure your device is positioned correctly on your wrist:
   • Tighten the band so that it doesn’t slip on your wrist. For more information, see How do I track my heart rate with my Fitbit device?
   • Heart-rate tracking may not work with certain accessory bands, especially if they’re loose fitting. For best results, use the wristband that came with your device.
2. If you’re doing an exercise such as high-intensity interval training, boxing, or other activities that cause your arm to move vigorously, try to relax your wrist and stay still for up to 10 seconds until your heart rate appears.

Keep me posted on the outcome! 

[KStein]

@JuanJoFitbit I have did the hard restart. I also have been wearing my fitbit the same as when it was working.  It is 8 months old.  It is still not working.

[JuanJoFitbit]

@KStein thank you for getting back and trying the recommended troubleshooting steps. By the way, I'm sorry for the late response.

Since the issue persists, I'll send your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

Let me know if you have any questions! 

[jacmilazzo]

I'm having the same issue.  My Versa 2 is not tracking my steps or heart rate!   

[Sarahintheburgh]

They ultimately ended up replacing my fitbit. I had to do a lot of
troubleshooting but none of it worked for me.

[jacmilazzo]

I did all the usual trouble-shooting tips. I eventually got the heart rate back. I also changed my clock face. All is working for now.