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Heart rate + sleep tracking not working on Versa

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‎08-02-2021 11:26 - edited ‎08-10-2021 09:23

‎08-02-2021 11:26 - edited ‎08-10-2021 09:23

Another update:

 

While the original issue below wasn't really solved, it turns out that my device also no longer syncs due to the firmware update + factory reset. So it's essentially useless.

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Hello, I'm joining the legions who seem to be having problems with heart rate on Versa 1 following the recent firmware update.

I chatted with live support online, unsuccessfully went through standard troubleshooting steps, went through a factory reset and another update, and my device still doesn't have anything in the heart rate section: no dashes, no lights under the device. Sleep and heart rate are not being recorded.

When I try to start a new chat with support, I am redirected to this page: https://myhelp.fitbit.com/s/errorpage I've tried half a dozen times to get on support chat since last Friday, so I'm not sure what's happening there.

Any help would be appreciated.

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‎08-06-2021 11:22 - edited ‎08-09-2021 08:27

‎08-06-2021 11:22 - edited ‎08-09-2021 08:27

Update here: I finally got through to chat support again. I told them I had gone through all these steps with no luck. They said they're going to see what my warranty options are and then work with me through email. I'm not anticipating being able to warranty my device; even though it's in great condition, I bought it three years ago and I think the warranty was just for one year.

 

I asked what would happen if it's not covered by the warranty, and they said, "Then our team will check for your options." So, that's not terribly encouraging. 

I'll be so frustrated if I have to buy a new device. There's nothing wrong with this watch-- I'm wholly convinced the new firmware update caused it to stop working. This is so wasteful.

Edited to add: I did hear back that my device isn't covered. They offered a limited discount, which is nice, but this Versa is in great shape. It just seems so wasteful and disappointing.

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3 REPLIES 3

‎08-03-2021 06:27

‎08-03-2021 06:27

I am having the same issues. My Versa 1 will not keep the correct date or syn. Can someone please help

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‎08-03-2021 10:59

‎08-03-2021 10:59

I'm having the same issue, let me know if you get it resolved.

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0 Votes

‎08-06-2021 11:22 - edited ‎08-09-2021 08:27

‎08-06-2021 11:22 - edited ‎08-09-2021 08:27

Update here: I finally got through to chat support again. I told them I had gone through all these steps with no luck. They said they're going to see what my warranty options are and then work with me through email. I'm not anticipating being able to warranty my device; even though it's in great condition, I bought it three years ago and I think the warranty was just for one year.

 

I asked what would happen if it's not covered by the warranty, and they said, "Then our team will check for your options." So, that's not terribly encouraging. 

I'll be so frustrated if I have to buy a new device. There's nothing wrong with this watch-- I'm wholly convinced the new firmware update caused it to stop working. This is so wasteful.

Edited to add: I did hear back that my device isn't covered. They offered a limited discount, which is nice, but this Versa is in great shape. It just seems so wasteful and disappointing.

Best Answer