HR not detecting after the update

[Lslweber]

Ever since I did the latest update to my Versa, I’ve had issue with my heart rate randomly going undetected during workouts.  This was never an issue before but is now happening every workout (6 times a week).  Can you please advise if this is a reported issue and what can be done to fix this?  Thank you!

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @Lslweber. I am sorry for the delayed response.

I appreciate your participation in the Forums and sharing that your heart rate randomly goes undetected during workouts since the latest Versa update. I understand how you are feeling and appreciate your efforts to resolve this. I recommend following the instructions from this help article: Why don't I see my heart rate on my Fitbit device?

Let me know how it goes, I'll be around. 

[Lslweber]

Thanks for your response but none of those steps fixed my issue.  I have a few friends that have Versas and are also experiencing this same issue.  

[AronG]

I'm sure you're right.  Mine seems to be different on how it blinks, and it turning itself off now.  They changed something and it is causing issues, and currently seems like they're not informing their first line of customer service, or not permitting them to share that there is an issue, and how they will fix it (or ignore us).

[Penrph]

I have the same issue, my heart rate is not reading like it used to either and it is significantly lower during the work outs now as well as calories burned. Started happening immediately after the update. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @AronG @Penrph. Thank you for your reply, @Lslweber. 

@Lslweber I am sorry to hear the issue persists. Thank you for your efforts. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

@AronG thank you for your feedback and concern. I recommend checking these helpful tips: Why is my heart-rate reading blank or frozen on my Fitbit device? and Are there other factors that can affect my heart-rate reading? If the issue persists, please let me know the details of the issue, I will be glad to assist you further.

@Penrph thank you for joining the thread and sharing that your heart rate reading has changed after the update. I recommend restarting your device and following the tips in this help article: How do I improve the accuracy of my heart-rate reading on my Fitbit device?

I'll be around if you need further assistance.

[ReCoN146]

I am having the same issue. It's very frustrating. I tried a factory reset on my versa and didn't fix the issue. I did a 60 minute cardio workout with an average heart rate of 70 bpm? lol, and now the heart rate on the main display keeps freezing. It's always something after every update, I'm paying for the premium service but I can't get accurate results... This is ridiculous. 

[AronG]

That @LiliyaFitbit .  I have restarted it twice, I disconnected it from my account and reconnected it as well.  Doesn't seem to make a difference.  I also know how to wear it on my wrist, as I've owned Fitbit devices wince 2015.  I also know that the Versa2 worked great up until this latest update and now it is greatly undercounting.

[LiliyaFitbit]

Welcome to the Fitbit Community, @ReCoN146. Thank you for your reply, @AronG.  

@ReCoN146 thank you for joining the thread and sharing the details of the issue with your heart rate monitor. I totally understand how you are feeling and appreciate your troubleshooting efforts. I've sent your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

@AronG I appreciate your efforts and the additional details. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

I'll be around if you need further assistance.