Heart rate difficulties

[buggj]

I am not sure what is going on with my Versa. It either doesn't calculate my heart rate evidenced by 2 dashes on my watch or the heart rate is so high I should be dead. I have cleared caches, updated the app, rebooted the watch, rebooted my phone, logged off apps, etc. again and again. Just received another update to update my Versa 15 minutes ago. Nothing has been fixed. This is a replaced Versa that is not even 2 years old. So frustrated.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @buggj, it's nice to see you again participating here in the Community Forums, welcome back! 

Thanks for bringing this to my attention and for troubleshooting your device prior to posting, totally understand how frustrating this matter can be for you. First, can you please let me know if the heart rate sensors of your device are normally flashing? Also, if you haven't already done so, 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. Such article includes troubleshooting steps that can be helpful for both accuracy and not reading issues.

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

[buggj]

 On my Fitbit Versa device/Settings/Heart Rate is "ON".

I followed the instructions under "Why don't I see my heart rate on my Fitbit device?" and I do not find anywhere, under Heart Rate on my phone app, an option to set my heart rate to auto. I don't have any options at all to select/chose.

1. Tap the Today tab  and tap your profile picture. 
2. Tap your device image.
3. Tap Heart Rate and make sure it's set to Auto.
4. Sync your device.

[RicardoFitbit]

Your reply is appreciated @buggj, sorry for the delayed reply.

Thanks for taking into consideration the steps that were shared in your post, your patience troubleshooting this with me is really appreciated. Because you're using a Fitbit Versa, you just need to open the Settings app and find Heart Rate. Make sure it's set to ON.

Keep me posted. 

[buggj]

The problem is - because my touch screen is no longer working - I cannot
get to the settings to turn the heart rate on.
J Bugg

[RicardoFitbit]

Thanks for bringing this new issue to my concern @buggj, your reply is appreciated. Pardon me for the delayed reply again.

Since the display of your Versa device isn't responding, I suggest you to follow the next steps to complete a restart process:

1. For Fitbit Versa. press and hold the back and bottom buttons until you see the Fitbit logo on the screen. 
2. Let go of the buttons.
3. If you still have issues with your device, turn it off and turn it back on. For more information, see How do I turn off my Fitbit device? 

I'll be waiting for your reply.

[buggj]

I have completed at least a half dozen times or more, every single reboot option Fitbit offers through factory reset to no avail.

[RicardoFitbit]

Thanks for your reply @buggj.

Your effort troubleshooting this situation is appreciated, certainly your Versa isn't working the way it was designed. 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 to 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.