Heart rate monitor not working properly

[roxy7121]

Hello,

I have been having an issue lately where my Versa Lite has been reading BPM -- and then when it works again goes up to 115 BPM and i am sitting at a desk. I called and chatted with the help desk and was given a case number because I followed all steps in resetting and updating the app numerous times. I finally called the service desk and they said its a know issue they are working on and will hope to get it fixed soon with a new update. 

How do you know if you have the latest version downloaded on both the watch and the app? 

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community @roxy7121. I am sorry for the delayed response. 

I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with your heart rate monitor. Thanks for taking the time to get in touch with our Support Team. I appreciate your patience and understanding while we're working to improve your experience.

You can do the following to confirm if you watch needs an update:

1. From the Fitbit app dashboard, tap the Account icon > your device image.
2. You will see a pink Update button if an update is available.

In order to confirm if your app needs an update, you can follow the steps provided here.

If you have any questions, feel free to let me know.

[SunsetRunner]

My versa is also reading abnormally high HR. I’ve restarted, switched HR tracking on and off, factory reset AND installed a device update but it’s still doing it. Have contacted support also. So frustrating that it isn’t fixed fast because right now I have an expensive pedometer on my wrist which also tells time. If it’s not fixed soon I might need to go to Garmin or Apple Watch.

[LiliyaFitbit]

Hi @SunsetRunner, it's nice to see you again in our Community Forums. I am sorry for the delayed response. 

Thank you for joining the thread and sharing the steps you tried to resolve the issue with the heart rate monitor on your Fitbit Versa. I totally understand how you are feeling as you've invested in this device and would like to use all its features. Thank you for taking the time to get in touch with our Support Team. I could see that they helped you with this issue. 

I'll be around if you need further assistance. 

[roxy7121]

What help did you see? They said wait for an update 

[Thatkassplaya]

I am also having an issue with the heart rate monitor. I reached out to Fitbit support on Twitter and they responded that this is a known issue without a timeline of when it will be fixed. This is super disappointing...

[Beccadb]

Same issue! So frustrating. And zero help from customer service. And no commitment on when software issue will be resolved.

[SunsetRunner]

@roxy7121 @Beccadb @Thatkassplaya 

Fitbit support initially tried to explain to me how active minutes work (mine are super high every day since HR readings are also constantly over 100bpm) so I sentvthem screen shots of how my active minutes looked the two weeks before it started going haywire andbthen whatvthey looked like after HR went up.  Since none of the trouble shooting methods worked to fix the issue and since ive only had the versa since December 2018 I wasn offered a replacement device or $50 off a new model. I opted for the replacement since I don’t want to get a different device!

[Thatkassplaya]

Thanks for the update @SunsetRunner. I spoke to their live chat today with very disappointing results. See below:

Benjie (7/16/2019, 11:53:49 AM): Our product development team is already aware about this issue. 
Me (7/16/2019, 11:54:28 AM): Is there any ETA on this fix? Is this only affecting some Versa users? I've had so many issues with the Versa 
Me (7/16/2019, 11:54:41 AM): it's disappointing because when I got it, it was supposed to be top of the line, but it's been so consistently buggy 
Benjie (7/16/2019, 11:54:45 AM): We'll continue to monitor the situation, and keep our team informed of the impact to you. 
Me (7/16/2019, 11:54:48 AM): And the heart rate monitor was a major reason I wanted it 
Benjie (7/16/2019, 11:55:41 AM): To be honest Kassanadra I dont know when it will be fixed. 
Benjie (7/16/2019, 11:56:03 AM): Please accept our apologies for this experience. Our intentions are to keep you motivated with a 100% properly working tracker. 

And then later on I spoke to another rep who also confirmed:

Ronn (7/16/2019, 12:20:34 PM): Alright. As of the moment, we do not have an estimated time of date on when the issue will be fixed. 
Ronn (7/16/2019, 12:20:56 PM): We suggest to keep your Fitbit app up to date so that it will inform you of any updates. 

The second response I found particularly disappointing, as the rep basically told me it's on me to make sure my app is up to date rather than them informing me this bug has been fixed. I've had my Versa since June 2018 and it's been replaced by their support team three times (so I'm on my fourth device). It seems like I encounter issues with it ever quarter. =/

[SunsetRunner]

@Thatkassplaya That is so dissapointing! And also 4 devices? What on earth has been happening? I’ve never worn my versa to swim until the day it started going buggy. I was at the beach with my family and I didn’t even swim just stood in the water with my 2 year old who was scared and then within a couple of hours the HR started climbing and it’s never been right since 🤷‍:female_sign: Not sure if that’s a factor or not since it’s supposedly water resistant to 50m

[Thatkassplaya]

It's been super weird, @SunsetRunner. It's been replaced for different reasons every time; I'm wondering if there are bugs in their software releases and that's why I've experienced so many issues? When it's working, I LOVE it, but I am getting super frustrated!

[SunsetRunner]

---

@Thatkassplaya wrote:

It's been super weird, @SunsetRunner. It's been replaced for different reasons every time; I'm wondering if there are bugs in their software releases and that's why I've experienced so many issues? When it's working, I LOVE it, but I am getting super frustrated!

---

I’d be frustrated too! It defies logic that an item that costrs as much and this would be so problematic! My charge 2 (I upgraded from it when I got the versa) was great and not buggy at all!) I still have it too so if this next versa plays up I’ll go back to the charge 2 .or over to Garmin. My husbands Garmin works great and he’s had it for years!

[Thatkassplaya]

There was an app update available the other day. I updated and the HR monitor worked properly for almost two days...then last night it started going bonkers and said my HR was in the cardio and peak zones when I was not exercising. UGH!!! I just want my device to work the way it’s supposed to, is that too much to ask? 😐

[roxy7121]

What day was the update?

[Thatkassplaya]

I think it was Tuesday morning, version 3.2 

[roxy7121]

ugh of course I dont see an update 

[Thatkassplaya]

Well, it didn't appear to fix the issue, sadly. 

[roxy7121]

So apparently its just an app update not firmware