Heart Rate sensors not working and sleep tracking issue

[Ilerma]

My device has stop tracking my heart rate and sleep pattern. I have noticed that there is no light on the back of the device. I have turned off/reset the device multiple time but it is still not working. Any suggestions on what may be the problem?

thanks 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Ilerma, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before to posting over here. I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. 

In regards the sleep tracking issue, can you please let me know if your Versa is not tracking sleep information at all or Sleep Stages? How many times you experienced this issue?

Looking forward to your reply, let me know if you have any additional questions.

[Ilerma]

Hello,

sorry for my delayed response I did not realize I received a response. I have reviewes that article and have tried all the trouble shooting options and it is still not tracking my heart rate. I realize that the light that would blink in the back of the Fitbit is no longer flashing and/or on so I am not sure if that has something to do with it.

it is not tracking sleep information at all.

thanks

[RicardoFitbit]

Thanks for your reply @Ilerma.

I appreciate the details that were shared with me. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.

[Ilerma]

Hello,

I am just following up on your below email. I have not been contacted by Customer Support. Can you please look into this for me?

thank you 

[RicardoFitbit]

Thanks for your update @Ilerma.

I appreciate the information that was shared with me and your patience with this process. Due to recent events affecting our operations, support options are limited and wait times are longer than usual, please keep an eye on your email inbox because our Customer Support team will be in touch with you soon. I've contacted them on your behalf again to update your case.

Don't hesitate to contact me back if you need anything else.

[bdulgar]

I'm having same problem. I have restarted it several times, as told by support. Hasn't recorded over a week.