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Heart rate not being tracked after all troubleshooting...

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‎08-16-2019 03:45

‎08-16-2019 03:45

A week ago my versa stopped tracking my sleep because it wasn’t taking heart rate. I reset it and it worked that night. Didn’t the next night so I did it again and it worked 2 more nights. Yesterday it “froze” during my workout at 163 was frozen for a couple hours. I shut it down a few times (unsuccessfully) before finally factory resetting it. When it came back on the green light did not. It is officially not working. This is my replacement versa after my first one malfunctioned a year ago a couple months after I bought it. At least this one lasted longer, I guess... any ideas?

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‎08-18-2019 15:19 - edited ‎08-18-2019 15:20

‎08-18-2019 15:19 - edited ‎08-18-2019 15:20

Welcome to the Fitbit Community @Jessicaharr. 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 the heart rate monitor on your Fitbit Versa. I understand that this affects your sleep tracking. Thank you for your troubleshooting efforts and for letting me know that you've already restarted your watch and done a factory reset. You can confirm the additional troubleshooting steps in this help article: Why don't I see my heart rate on my Fitbit device?

 

Since the steps you tried didn't work, I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. I know they will try to help you in the best possible manner, please keep an eye on your inbox for further instructions.

 

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

Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.

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