Heart rate sensors not working

[alexmanzullo4]

I have tried everything I can think of to try and get the heart beat sensor and sleep tracking on my BRAND NEW Fitbit Versa 2. It came not working right out of the package and the store won’t take returns on open items 🙄 I restarted it, factory reset, nothing works. 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @alexmanzullo4, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here, I understand how frustrating this matter can be for you. First, 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. 

Looking forward to your reply..

[alexmanzullo4]

The heart rate sensors were never flashing. Every now and then they will flash for a couple seconds but then stop again. 
Thank you I did look at the article, but nothing in it is helping as it’s all things I have searched for and tried already. 

[RicardoFitbit]

Your update is appreciated @alexmanzullo4.

I appreciate all the details that were shared in your post and for trying some troubleshooting steps before posting, certainly, your Versa 2 is not working as the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.

[alexmanzullo4]

Thank you very much for your help! I’ll keep an eye out.