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Heart rate not working and steps accuracy

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‎12-02-2019 07:12 - last edited on ‎12-02-2019 19:14 by Fitbit Moderator

‎12-02-2019 07:12 - last edited on ‎12-02-2019 19:14 by Fitbit Moderator

I’ve had my Versa SE for about 6 months and it’s been great. A few weeks ago my steps and heart rate stopped tracking. I tried powering off and then on 3 times, and then did the factory reset. My steps are back now (I don’t think they are 100% accurate) but still no heart rate. I do not wear it in the shower or swimming. Suggestions?

 

Moderator edit: Subject for clarity 

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3 REPLIES 3

‎12-02-2019 19:14

‎12-02-2019 19:14

Hello @Shananarama, welcome to the Community Forums! It's a pleasure to assist you with your difficulties.

 

Thanks for the information that was shared in your post and your effort troubleshooting your device prior to posting. Regarding the heart rate tracking inconvenience, can you please let me know if the heart rate sensors of your device are still 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. 

 

About the steps accuracy, I recommend you to check our help article: How accurate are Fitbit devices? for more information about the accuracy of your Versa tracking steps.

 

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

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‎12-02-2019 23:19

In response to RicardoFitbit

‎12-02-2019 23:19

Thanks, Ricardo. No, the lights are no longer flashing on the back of my Versa. My watch is tight on my wrist. It IS an accessory band, but I’ve had it as long as I’ve had my Versa, and I never had a problem until recently. Also, I saw another post suggesting the clock face needs to be a FitBit one, and mine is. The heart rate feature IS turned ON on my Versa. 

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‎12-04-2019 16:17

In response to Shananarama

‎12-04-2019 16:17

Thanks for your reply @Shananarama, sorry for the delay in responding your post.

 

I appreciate the details that were shared with me, certainly your Fitbit Versa isn't working as the way it was designed. I'd like to let you know that I've contacted our Support team on your behalf to provide you with further assistance with this situation, therefore, please keep an eye to your email inbox because they'll be in touch with you in a timely manner.

 

Don't hesitate to contact me back if you need anything else in the meantime.

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