Heart rate tracking too high

[GH2000]

My versa has gotten stuck on a high number and seems to think my heart rate is constantly in the cardio zone - even when I am sleeping. I have tried all the suggestions in the community such as resetting, restarting and syncing etc. I have even had a live chat with fitbit who tried to fix it but are now telling me there is a big with the software; has anyone else heard of this bug? I feel like I'm being fobbed off.

Thanks

Gill

[SunsetRunner]

Hi Gill, you wrote: "I feel like I'm being fobbed off". IMO, your gut feeling is totally correct. Not monitoring the HR is a bug, yes, but this isn't. Mine does usually not have that, sometimes it does, but then I take it off my wrist for 15 minutes and it acts normally again. Try the following:

1. go to the setting of your Versa and to HR and disable it.

2. Restart your Versa 4-6 times in a row by pressing and holding the left and right lower buttons together untill you see after each restart the Fitbit logo and release the buttons. This resets the internal system of your Versa.

3. Go back to settings and HR and enable it again and see if the problem is solved.

BTW, just for certainty: are you using a Third Party Clock Face? If yes, change it to one developed by Fitbit itself and restart your Versa. in this case you can forget the above mentioned steps. Good luck!!

[GH2000]

Thank you so much for your advice but I have tried it and it hasn’t worked. I don’t know what to do, they are refusing to replace it.

Thank you.

[SunsetRunner]

Hi Gill, I brought your problem under the attention of the Moderator Team. One of them will contact you soon via this topic. 

[GH2000]

You are a star thank you! The help I received from them so far has been useless. Do you work for Fitbit?

[SunsetRunner]

Many thanks for your very nice compliment, but no, I do not work for Fitbit. I'm just a user like you are. If I worked for Fitbit, I already had contacted the support team with your problem. Whenever a Moderator contacts the support tean, usually things are speeded up, so I really hope someone jumps in very soon. 

[GH2000]

Thank you again, I really appreciate it.

Gill

[SunsetRunner]

Hi Gill, that's why I'm around to try to help users, like you, with problems the best possible way I can!!

See also this (has nothing to do with your problem, but explains why I know so much about Smarwatches, cause they are not really different from Smartphones): https://forum.xda-developers.com/smartwatch/fitbit-watches/fitbit-versa-t3875174?nocache=1.

[SunsetRunner]

Hi Gill, see my last edited post!!

[EdsonFitbit]

@GH2000 Welcome to the Fitbit Community.

I'm sorry to hear that your heart rate readings are too high. Thank you for the time you spent trying to get it corrected. As you mentioned, our team is aware of this problem, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other users.

We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

I'm sorry for any trouble this could cause to you. Your patience is highly appreciated, we'll look forward to getting you back on track.

@SunsetRunner Thanks for your support.

Please let us know if you have any other question

[RebeccaWhitacre]

I'm having the same problem! They told me it is a bug in the new software update. Yesterday, its saying I was active 460 minutes and burnt 4412 calories.🤦‍:female_sign: trust me, that did not happen. I was quite lazy yesterday. They had me restart it, uninstall and reinstall it, and then told me it was a bug. They said there Is no point in replacing it because it is the versa and iconic update. 

[MandiAB]

I am also having the same problem - my resting heart rate all day has been around 180, which is clearly not right.  I have tried ALL proposed solutions (all the resets, restarts, etc.) and nothing has corrected the issue.  If this is truly a bug in the software update, does anyone know when it will be fixed? 

[GH2000]

They just keep saying the same thing, “sorry this isn’t what you hoped for”. They are useless.

[GH2000]

They just tell me they don’t know, “so as to not raise expectation.” Did yours start when you were doing exercise? Or just randomly?

[MandiAB]

It was random, just this morning while I was getting ready for work.  I was on a chat with a representative for a quite a while, and she just kept telling me they are working on a solution but have no time frame.  So frustrating! 

[GH2000]

It is incredibly frustrating and it seems they have known about this for sometime ☹️

[Marcellalab]

I went to Best buy to geek squad and they fixed mine.

[MandiAB]

Do you have to have purchased it at Best Buy for them to fix it?  How much did it cost?  Thanks!

[Marcellalab]

I did buy from them.  No charge for me.  I'm sure you can call best buy near you and ask.

Sent from Yahoo Mail on Android

[GH2000]

Do you know what they did? I’m in the UK and we don’t have a Best Buy.