Heart rate sensors on Versa not working

[SunsetRunner]

The green heart rate sensor light on the back of my Fitbit Versa doesn't appear to be working anymore, which has lead to my displayed heart rate being frozen as "88" for awhile now.  (It does NOT read "--," before anyone has to ask.)

I've tried the following steps with no success so far:

1) Checked the placement of my Fitbit Versa on my arm

2) Made sure that nothing is obstructing the heart rate sensor

3) Restarted my Fitbit Versa

4) Shutdown my Fitbit Versa

5) Toggled "Heart Rate" to "Off," restarted my Fitbit Versa, and then toggled "Heart Rate" back to "On"

6) Factory reset my Fitbit Versa, unpaired/deleted it from my only connected device (a phone), and set it up according to instructions.

Does anybody have any new suggestions?

Is this simply a hardware failure?

Thanks to anyone who takes the time to read and reply!

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome to the Community Forums @SunsetRunner! I'm sorry for the late response. Thanks so much for troubleshooting your Versa prior to contacting us to solve the issue with the heart rate sensors. 

Since none of the steps you tried have worked, I went ahead and created a case for you with our Support Team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account. 

Let me know if you have any questions present, I'll be around.

[TriniJen]

My Versa is only 6 months old and the same thing is happening to it. I have also tried restarting and doing a factory reset to no avail. Can someone please assist cause this affects it tracking my calorie burn during my workouts. 

[MarreFitbit]

Welcome on board @TriniJen! Thanks for the steps you've tried so far in order to solve the issue with the heart rate on your Versa. 

I went ahead and created a case for you with our Support Team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account. 

[SunsetRunner]

I now have exactly the same problem.

trued all the same fixes but nothing and I’ve only had the Versa for less than a month and it is my third one!! It has been replaced twice now.....beginning to lose faith and think I should just get a refund which is a shame as I do like the abilities it has when it works properly!

It was acting strange this morning when I started my workout with a flickering screen that kept shutting off when I tried to press the exercise icon on the watch. Had an amazing workout then when accessing the app after a shower I was gutted to see that it hadn’t registered the calorie burn and had got stuck on 81bpm. Got a nasty feeling that this watch has a major problem with the sensor just dying.....no point in owning one for me without that feature.

please help anyone

[czenni]

My Versa is acting the same way. Not holding a charge all day and the heart sensor not working.  Also tried restarting, cleaning the back to make sure nothing was blocking it and turning off the heart monitor and back on.  

Any suggestions.  

Thanks for any help. 

[Lalastrong]

I was told earlier today from a “mentor” after this same thing happening to  my versa heart rate inaccuracy  that they have been having problems like this and they won’t replace my versa (I’m on my second one after my last one crashed three months ago) but just have to deal with it. 

Unfortunately I will never buy another Fitbit product and will tell anyone and everyone to not waste their time on their products. $250 down the drain.  

[NOTHappy56]

I am having the same issue. Since Monday, my HR reading was so high up to 160s just sitting in a chair at work. Therefore, my daily calories burn was miscalculated to 3000s to 5000s since Monday. I did Factory Reset, uninstall, and installed the Fitbit App on the phone, turn on/off HR monitor option, etc. I just talked to the customer representative via chat. As per representative, the Fitbit is aware of this problem, and their team is working on the issue.

However, he cannot even provide me WHEN it will be fixed! What is that even supposed to mean? Is it even going to be fixed anytime soon? Obviously, it hasn't been fixed since Monday. Am I supposed to keep this junk or look for another fitness watch? So annoyed at the "answer" I had the pink Versa for just over a year (purchased 6/18/18). 

Please call, email, chat to a representative to complain so they can expedite solving this problem lol

[Tinisha]

Same problem here and tried all the same steps you tried now looks like my screen has went out I had it on my wrist and I went to check it and nothing appeared on the screen, just a black screen.

[NOTHappy56]

'thankfully' - being sarcastic lol I can still see my screen... maybe the blank screen is what's going to happen next to my Fitbit....

[Tinisha]

Who knows I hope not 🤷‍:female_sign: cuz mine just went out as it was on my wrist I
have it on the charger praying it starts to work because this is my second
one and I just received this one maybe a month or two ago 🤷‍:female_sign:🤦‍:female_sign:.

[Tinisha]

I hope not 🤷‍:female_sign: cuz mine just went out as it was on my wrist. I have it on the charger praying that it starts working cuz this is my second one which I just recieved maybe a month or two ago 🤦‍:female_sign:🤷‍:female_sign:

[Lalastrong]

It will that’s what happened to mine on round 1. Then the same thing happened to my replacement. 😒👎🏼

Sent from Lara's phone

[Tinisha]

Well my first one I went swimming and I guess its not as waterproof as they say it is, and now this one jus stopped working 🤦‍:female_sign: this is just crazy 

[NOTHappy56]

Now my HR sensor won't even blink. Will have to contact the customer service again...... 

I don't know if they would replace mine.

[ShaiPatel]

Hi,

The heart rate sensor on my fitbit has also stopped working.

I have also tried all of the following to try and find a solution but none have worked.

1) Checked the placement of my Fitbit Versa on my arm

2) Made sure that nothing is obstructing the heart rate sensor

3) Restarted my Fitbit Versa

4) Shutdown my Fitbit Versa

5) Toggled "Heart Rate" to "Off," restarted my Fitbit Versa, and then toggled "Heart Rate" back to "On"

6) Factory reset my Fitbit Versa, unpaired/deleted it from my only connected device (a phone), and set it up according to instructions.

Can anyone advise on how this can be resolved?

Many thanks!!

[Ehoffman]

My Versa's heart rate has been malfunctioning for two days. The Versa says my heart rate is 160 while a Polar heart rate monitor says it's 53.  I tried turning the heart rate off and performing a factory reset. I called customer service and after troubleshooting they said it's a firmware issue that engineering is trying to resolve. Customer service said I need to wait and hope the issue is resolved. There was clear plan for follow up. My device is not usable, except for time, date, and steps.

[Heidigillian]

I've had mine for almost a week and I have had the same problem since almost day one

[NOTHappy56]

After talking with Fitbit customer service 3x I was told nothing could be done because my warranty is over... (I bought it June 2018) just over a year. I was given discounted links to purchase another Fitbit HAHAhaha 

NO THANKS!!! 

NO MORE FITBIT PURCHASE FROM NOW ON! If you are under factory warranty before 1 yr, please replace them and then just resell it somewhere and get a different fitness watch.

Any good recommendations?