Heart rate on my versa 2 isn't working

[Ladywolfe]

The green light that measures my heart rate isn't lit up... I've restarted it a few times, and I've wiped it, nothing... is it a lost?  And my fitbit syncs when it wants to, sometimes it goes days without syncing or once a day... please help. 

[SunsetRunner]

Hello @Ladywolfe 

It’s possible that the heart rate has gotten turned off by accident. Let’s check…Swipe left on the clock face of your Versa 2 until you see the settings (gear wheel) and tap it. Scroll down and find heart rate. Look to ensure that it’s on. If it is on try turning it off, sync your Versa 2 then go back and turn it back on again. Again sync your Versa 2 after you turn it back on. 

To address your syncing issue try logging out of the Fitbit App, turn your Bluetooth off, restart your phone the turn your Bluetooth back on. Log back into the Fitbit App as you normally would with your email address and password. 

🤞 I’m hoping this helps. Please let me know how it goes. 

[Ladywolfe]

I've done all of that a few times, the sensor still isn't working on my versa 2, to pick up my heart rate

[SunsetRunner]

Hello again @Ladywolfe 

I’m sorry that turning your heart rate off then on again didn’t work. I can see in your post that you have already tried restarting your Versa 2 several times and you have cleaned the back of your Versa 2 as well. 

It appears that you have only had the Versa 2 since June of 2022. Your still under your one year warranty so I’d suggest calling Fitbit Customer Service and I’m sure they will help sort this out for you. You can find ways to contact them here: https://myhelp.fitbit.com/s/support?language=en_US

I personally find calling them directly as the easiest way of contacting them but Live Chat is a great option as well. 

I hope directing you to Fitbit Customer Service provides you with the assistant you need. Hopefully this gets sorted out for you quickly and your up and running again soon. 

[Ladywolfe]

Good day,

Thank you for your help, I’ve had my versa since January 2021, but everything else is working, so I’m not going to worry about it. I did chat with Fitbit last night and the only option they said I have is factory reset. I don’t want to lose everything, so I’m going to leave it alone.

I’m a diabetic and have hypothyroidism, just wanted to keep up with my heart rate. But I really appreciate your time and effort in trying to help me resolve this problem.

Sent from my iPad

[SunsetRunner]

Hello again @Ladywolfe 

I can completely understand your frustration about the heart rate not working properly. As a diabetic and with hyperthyroidism it would be helpful to track your heart rate as well. I understand you said you are just not gonna worry about it but I’d still like to try and help. I can’t promise it will fix your heart rate issues but it might so it’s worth a try. 

I can walk you through to set up your Versa 2 as a new device without doing a factory reset. You will not lose any of your data as it is held on the Fitbit servers. You will however lose any data you may have gotten after your last successful sync. So just sync your Fitbit Versa 2 just before following my instructions so that won’t be an issue.

Here is how you set up your Versa 2 again as a new device. Please follow these instructions carefully: 

1. Remove the Versa 2 from the Bluetooth settings on your phone. (If your using Android tap unpair. If on iOS tap the blue information icon then tap forget this device) If your Versa 2 is not showing on your Bluetooth at all proceed to step 2 (Basically make sure your Versa 2 is not showing at all) 
2. Turn off other nearby Bluetooth connections. 
3. Check if your Fitbit App is updated
4. Log out of your Fitbit app and reboot your phone.
5. Restart your Versa 2: https://help.fitbit.com/articles/en_US/Help_article/1186.htm
6. Log back into your Fitbit app as you normally would with your email address and password, tap your profile picture then scroll down and tap Set Up a Device.
7. Select the Versa 2 and follow the onscreen instructions. When asked if you want to replace the Versa 2 say yes.

🤞😉 Hopefully that gets your heart rate tracking again. Please come back and let me know how it goes. 

[Ladywolfe]

Ok…now it’s not reading my sleep either…hasn’t read my sleep since Tuesday.

Sent from my iPad

[SunsetRunner]

Hello again @Ladywolfe 

If your device doesn’t track heart rate, you only see your sleep pattern in the Fitbit app. Your sleep pattern includes your time spent awake, restless, and asleep. Restless sleep indicates that you moved in your sleep, like tossing and turning. If your device detects excessive movement—enough that restful sleep would not be possible—your device records time spent awake.

Fitbit devices that track heart rate  also track sleep stages.

[Ladywolfe]

Oh ok…I tried the instructions you gave, still didn’t work. But thank you for trying.

Sent from my iPad

[SunsetRunner]

It was certainly worth a shot @Ladywolfe …. I’m sad to see your heart rate is still not functioning properly. I’m sorry I was unable to help. 

[Ladywolfe]

Thank you for giving it your best shot.

Sent from my iPad