Heart rate not tracked by my Versa

[Swanny_pt]

Very frustrated. I've have had a charge 2 for years and never had an issue. Thought i would upgrade to a Versa and it doesn't read my heart rate. I have looked at these forums since and notice it is a common problem for people with tattoo's but that just isn't good enough, i've tried many different watches over the last few years and never had that issue.

I've just been given a new one, i brought the other one on Sat and thought it was faulty. I've tried uninstalling the app, resetting and cleaning it... all to no avail.. any other help or suggestions would be great. 

Moderator edit: Subject for clarity 

[DramaQueenDiva]

If you're tried all the typical troubleshoots, then it may be time to contact Support.  The link is at the bottom of the page.

[HeydyF]

Hey @Swanny_pt, welcome aboard! If you have tattoos, and not getting accurate results, I'd like you to try the following: 

1. If you don't have tattoos on both wrists, you should try the device on the other wrist.

Our heart-rate tracking technology, known as PurePulse, is specially designed to give you a more complete picture of your health and fitness. As with all heart-rate tracking technology, whether a chest strap or a wrist-based sensor, accuracy is affected by personal physiology, location of wear, and type of movement. 

If you already reviewed the tips on wrist placement and how to wear your Fitbit device for best heart-rate tracking results in this help article and the issue persists, you may also contact our Support team as @DramaQueenDiva mentioned. 

Let me know how it goes! 

[bmquinn]

For everyone having this issue I have contacted support and was given no timeline on when it would be fixed just that they are "working on it".  I have had this issue for weeks and it impacts how the watch calculates my sleep, resting heart rate, calories burned, exercise HR, etc...so basically I have a $200 plus pedometer. I fear we have a very expensive watch that does nothing that we had hoped it would.

[Swanny_pt]

Yea I have had three messages from support (over 3 days 🙄😏) with a different person replying to the same thread each time yet still giving the same advice,  change wrist placement,  tightness, arms etc. 

It seems to be a very common concern with this watch and they dont seem to be accepting any fault or flaws with it and instead just trying to play it off as basic trouble shooting.

Its a shame because I have always been a massive Fitbit advocate and until now have thought they were far far superior to anything else out there. But a few tattoos and you cant get a heart rate and customer service being very slow and generic is definitely leaving a bad taste in my mouth!

[bmquinn]

Same here...the same canned response EVERY TIME.  Give me a timeline on when it will be fixed..and they can't....

[Sixx138]

Hey everyone! Just a quick update on this tattoo and the Versa debate.

I contacted customer support as well on this issue yesterday. They also stated they are "working on this issue" but gave no timeline as for a fix date. They asked if I could switch wrists or wear it in a spot I don't have them, which for me isn't possible.

I did try everything from a factory reset, Bluetooth repairing, uninstalling and reinstalling etc...

I previously had a charge 2 HR and a Blaze that seemed to work with the sleep tracker and heart rate monitoring with no issues over the same tattooed areas. Unfortunately had to return the Versa this morning. Hopefully the HR monitor issue can be resolved! 

Sidenote: After some searching online, I recently discovered some sort of clear tape over the HR lights trick that apparently works for some people, however with mine, it did not help. Anyone else hear anything new?

[bmquinn]

I don't have a single tattoo and have this HR problem so if they are saying it is tattoos that cause this...they are wrong. 

[Sixx138]

For that big of a problem for users over all, you would think they would put extra effort in. I just talked with another versa user yesterday and they did say they had a problem without tattoos as well. I'll go back to using my Charge 2 for now..

Thanks 👍🏼