Heart rate monitor function stopped working after 5 months

[sharilynk]

The heart rate function of my 5 month old Versa went berserk two days ago and now doesn´t work at all. It hasn´t updated in two days and it no longer registers a heart rate. This is an expensive device for something like this to happen. I've restarted the Versa, looked for updates, cleaned the Versa with alcohol. I notice in the forum a lot of folks seem to be having problems with this function of the Versa. The online help is almost useless and some of it is downright incorrect. For instance, where is the settings icon on the Versa? There is only one on the App. This is my first Versa, given to me as a gift.  Very disappointing. And because the heart rate function doesn´t work, the sleep tracking function also doesn´t work properly. 

Moderator edit: format and word choice. 

[AndreaFitbit]

Thanks for getting back to us @sharilynk. I'll be glad to assist you with your heart rate function inquiry. Thank you for letting us know that you have restarted the Versa, looked for updates and cleaned it with alcohol. I'm sorry to hear you are dissapointed and that your sleep isn't tracking either. 

To find settings swipe right on your Versa and you will find the heart rate function. You can find that on Fitbit Today too at the bottom of the screen. 

Please make sure that your heart rate is on and if it is already on, turn it off and restart your watch again. Turn heart rate setting on again.

Let me know how it goes. 

[sharilynk]

Thank you. I followed your instructions and it seems to be working again..

[Candwilliams]

Hello! I am having this same issue and have done all of the instructions above and still nothing. Is the green light supposed to on? 

[PatWilliams]

My Versa, a Valentine’s Day gift after charging the time is incorrect. Also on the watch I can see heart rate but not on my phone any longer and sleep is not showing up correctly either.. help please as my dr wants me monitoring both daily all day and night.

thank you

pat

[SunsetRunner]

Hi I am having the same issue. This is really frustrating and like you said an expensive device. All the troubleshooting in the world and I still can’t get it to work. The one green light barely stays on and it doesn’t even flash anymore. It’s not reading my heart rate nor analysing my sleep which is annoying. This too was gifted to me and for it to not work properly is a pain in the backside. Why can’t I just get a replacement or refund? Why is it so hard?

[Candwilliams]

I am hoping that I get a response from Fitbit about next step because I have only had for 5 months and never got it wet or anything. I am so FRUSTRATED. Love my device but this is crazy

Sent from my Verizon LG Smartphone

[sharilynk]

I followed the instructions to turn off the heart rate in settings then
restart the fitbit. Then turn the heart rate back on. My heart rate monitor
started working again after that. I wonder if there was a faulty update
that caused the problem. If that doesn't work then contact fitbit.
The green light doesn't stay on continuously. It flashes a few times when
you remove it from your wrist, then stops.

[AndreaFitbit]

Thanks for getting back to us and for your comments @sharilynk. I´m glad to hear your Versa´s heart rate monitor is working again. I really couldn´t confirm if it´s what you mentioned about the update. Please let me know if you need further assistance. 

Welcome to the forums @Candwilliams, I´m sorry to hear about your frustration and I´ll be glad to help. Green lights should turn on when heart rate is on. Thank you for following advised troubleshooting steps and I'm sorry to hear about your frustration. 

I went ahead and created a case on your behalf. A customer support representative will contact you soon. Please check your email.

A warm welcome @PatWilliams. Please try setting up your Versa again This time as a replacement device. This will help to show the missing information.

It's nice seeing new faces here @SunsetRunner. Thank you for your comments regarding your experience and I appreciate you have tried all the troubleshooting steps you have followed. 

I got in touch with our support team and they informed me that they are already helping you out. Please let me know how it goes.

Keep on visiting the forums.