HR not tracking/lights stopped flashing

[AlessFitbit]

Fitbit Update: 2/19/19

Hi Versa Fam!

We're aware of an issue where some of you may be experiencing issues with your Versa no longer tracking heart rate (HR) and the lights below on the sensor don't flash.

If you come across this problem, please give the watch a restart. We suggest charging the watch to a full battery and monitoring the HR behavior afterward. 

Just to make sure we have all the bases covered, double-check that you have Heart Rate turned "On" under the Settings app. 

If your watch still isn't recording your HR, please let us know and we'll connect you with our Customer Support team. 

Thanks for your troubleshooting efforts! We'll be around if you need us. 

[JuanJoFitbit]

@leighna17  @RobynLL  Welcome to our Fitbit Community! I'm sorry for the late response, However, I would like to follow up and would like to know if the issue persists or your Versa is still unable to track your heart rate.

@smb1803 I would like to follow up and would like to know if our Support team provided a solution or if the issue persists.

@RobynLL @curt81 @Hanner91 @jskinner  Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

@Geo-77 I'm sorry to hear that your Versa is experiencing the same issue and the battery is not lasting as long as it should. If you haven't done so, please restart your Versa as described in this help article. After this, monitor your tracker for the next 24 hours and see if the issue gets fixed.

@Pop243 I was able to get in touch with our Support team and was told that they reached you via email. Please check it out in order to follow up with them.

@RattrayAsh I'm sorry for the late response. I reached our Support team and was told that they will contact you via email soon. Please keep an eye on your email account.

See you guys around!

[smb1803]

@JuanJoFitbit Juan, I contacted customer service for some help. They tried a few things to try to fix it and nothing worked. They ended up sending me a new one.

Thanks for the follow-up!

[acunningham8]

Recently mt fitbit versa stopped tracking the HR and not battery was dying within 2 hours of taking it off the charger. I did atl the suggestions spoke to a rep. And when nothing improved x contacted fitbit again and they replaced my versa. Technology is not perfect and will fail from time to time.  Fitbit ad a company we're understanding,  helpful and when nothing worked honored the one year warranty. I can not say enough times how helpful they were!

Thank you!

[dmutheem]

I am having the same problem and I have reset the tracker to factory settings, booted and toggled the heart tracker on and off many times but it is not working. The watch is less than 1 year old. Do you need to replace it?

[RobynLL]

I did everything they said to do, it helped for a very short time, then it completely died. I brought it back to Best Buy, and because I had the 2 yr extended warranty they exchanged it. Then they told me fitbit stopped doing their extended warranty, so if I have any problems I have to go thru fitbit. So, no more 2 year warranty for me. That made me not happy. So next time I have an issue, I am going to go to the Apple Watch.

[acunningham8]

I called fitbit directly and spoke to someone who walked me thru the
replacement process

[SVLhiker]

Fitbit wouldn’t even honor the one year warranty with me. I had the same problem with them not standing by their product years ago when I owned one of the first Fitbits. I bought an Apple Watch last week. No more Fitbit products for me.

[Sammy-h14]

Hi, this issue has started after charging my watch last night. It didn’t do my sleep analysis. I have restarted it on a few occasions but it is still doing it

[acunningham8]

It's a pain but try factory resetting it and see what happens. Also make
sure there is not a update. That may also drain your battery.

[RattrayAsh]

I got in contact with fit bit who without much questions asked replaced my
fit bit, I sent videos and picture evidence and had a new one within a few
days! Try contacting Fitbit direct

[LittlePerson]

My Versa is not tracking my heart rate and now telling me I have 0 of 30 active minutes even though I have just completed a workout. I have contacted support and have only had one reply which was eairler on today. 

[Pop243]

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@JuanJoFitbit wrote:

@leighna17  @RobynLL  Welcome to our Fitbit Community! I'm sorry for the late response, However, I would like to follow up and would like to know if the issue persists or your Versa is still unable to track your heart rate.

@smb1803 I would like to follow up and would like to know if our Support team provided a solution or if the issue persists.

@RobynLL @curt81 @Hanner91 @jskinner  Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

@Geo-77 I'm sorry to hear that your Versa is experiencing the same issue and the battery is not lasting as long as it should. If you haven't done so, please restart your Versa as described in this help article. After this, monitor your tracker for the next 24 hours and see if the issue gets fixed.

@Pop243 I was able to get in touch with our Support team and was told that they reached you via email. Please check it out in order to follow up with them.

@RattrayAsh I'm sorry for the late response. I reached our Support team and was told that they will contact you via email soon. Please keep an eye on your email account.

See you guys around!

---

@JuanJoFitbit thanks for your assistance. Fitbit support did contact me & I received my replacement Versa today. I believe everything is sorted now. Thanks Fitbit for excellent service & honoring your warranty.

[dmutheem]

I had a chat with Fitbit support team and they are sending a replacement since it was still under warranty. I hope the new one will last.

[RobynLL]

I ended up have by to get a new one

Sent from my iPhone

[ErTor]

Seems like I'm in the same situation as many of you. My versa's HR monitor stopped working about 2 weeks ago. Did all the troubleshooting steps found here and on the net with no solution. No green light in the back anymore. Contacted support and went with the replacement option. Was hoping for better choices than the 2 options provided. 

Option 1 : 50% off a new Fitbit product

Option 2 : a replacement unit ( which I hope will not be a refurbished unit as many have reported )

Will wait and see when I get the replacement.

[SunsetRunner]

Initially, this was my problem. I did the restart and everything seemed to be ok. I went for a walk (workout) and noticed that my HR was 183! It stayed there for almost an hour and a half after the walk.

Another restart. Resting HR was 153-165. Another restart and the HR monitor is not working again.

I really don't want to do a "factory reset", but that's the only thing left to try.

Help

[Chewter1]

I am having the same issue; my resting heart rate is normally 55bpm and for the last 4 days it has been 123-170bpm.  It varies.  I have restarted it every day to no avail and finally did the factory reset yesterday.  The heart rate works as it should for a bit then jumps up again.  It then affects the calorie burn during workouts because when my heart rate is actually high, the monitor captures it at 190bpm.  I did a chat with customer service last night and their response was "we will add your name to the list of users having this same issue and keep you updated on a fix".  This Fitbit Versa is not even a year old.  I was concerned buying it when it first came out as I feared there would be bugs; I was not wrong to be concerned. Fitbit response to this has been "restart"; that seems to be their response to every glitch. That is not good enough; Fitbit lost a customer.  Apple Watch it is.

[SunsetRunner]

I also did the factory reset yesterday. It fixed the problem for about 12
hours. Mine is also only 1 year old.
Very disappointed!

[AlexandraFitbit]

Good morning everyone! I apologize for the delay in the response 

Hello @smb1803! Thanks for coming back to inform that you contacted customer service. I'm glad to hear that they assist you and that you received a new Fitbit. 

Nice to see you around @acunningham8! I appreciate that you shared the issue you had with the HR too and you experience with customer support. It's nice to hear that they were helpful to you and that you got a replacement. Thanks for the tips you shared with the other users. 

Welcome to the Community forums @dmutheem! Sorry it took this long to answer to you post too and sorry to hear that you are experiencing the same issue too. Thanks for trying the factory reset, for booting and toggling the heart tracker on and off many times, it's a shame it didn't work. I got in touch with our support team and it seems they took care of you by sending you a new one.  

Hi @RobynLL! Thanks for doing everything suggested and for letting us know that you went with the retailer and got an exchange. If you have any doubt about the warranty policies please check the following link.

Happy to see you on the forums @SVLhiker! Please note that our support team only follows the warranty policies, if you have any doubts on their resolution I will advice to contact them again. 

Hello @Sammy-h14! I'm sorry to hear that you were experiencing the same thing with your Fitbit's HR, I can see that you got in touch with our support department. 

@RattrayAsh! Thanks a lot for sharing your experience with our service department too, I'm happy to know that you got a new Versa withing a few days. I appreciate the advice provided to the other users. 

@LittlePerson!  It's not nice to hear that your Versa is not tracking your heart rate, as you contacted support, I got in contact with them and noticed that they already gave you a solution. 

Hi @Pop243! Thanks for taking the time to thank us and for letting us know that you received your Versa replacement. I wish you are enjoying it. 

Welcome to the Community @ErTor! Thanks for trying all the troubleshooting suggested before contacting customer support. As said before the options customer support provided are based on the warranty, if you have any doubts please contact them again. 

Welcome to the Fitbit forums to you too @SunsetRunner! I'm sorry to hear that you feel disappointed as you have issues with the HR too. I appreciate all the details you provided and the troubleshooting you tried. I have created a case for you, our support team will be in contact shortly, please keep an eye on your inbox. 

Welcome to you too @Chewter1! Thanks for trying the factory reset and for sharing your experience with customer support, I'm sorry to hear that the response you received it wasn't satisfactory. Please contact them again so they can clarify any doubts you have. 

Let me know if there is anything else I can do for you! 

[maybe1pe]

So, I got my Versa in August it worked perfectly until February. I contacted FitBit and they ran some troubleshooting with me (all stuff I had previously done on my own) and determined my fitbit was defective and sent me a new one.

The new one worked fine until about a week ago and now it's also not working and not reading my heart rate. I'm losing data that I find valuable and this watch is basically a useless pile of junk to me since it doesn't even work to help track half the things I want it for. I lose HR data which influences my workout tracking and walk tracking. Sometimes I lose steps because I have to restart for the HR to start working. Because I lose steps and HR tracking my calorie tracking is off.

It's a pile of garbage.