My Versa doesn’t track my sleep, heart rate

[Gailb0104]

Over the last few days my Versa has been losing information, firstly it stopped tracking my sleep, then the exercise started saying I’d burnt 24 calories in 24 mins etc. now my heart rate has disappeared. I’ve rebooted it, cleaned the back and deleted and reinstalled my app. Any ideas.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@Gailb0104 welcome to our Fitbit Community! I'm happy to assist you with your Fitbit Versa since it's stopped tracking your heart rate, sleep and exercises. By the way, thank you for troubleshooting this issue before contacting our forums.

I'd like you to try a factory reset. To do so on your device, open the Settings app > About > Factory Reset or Clear User Data. Please sync your Versa before this in order to avoid losing current data. After this, try the tips and steps that are listed in this help article. This article contains the restart process but you can skip it since you already tried it.

Finally, monitor your Versa's behavior for the next 48 hours and see if the issues get fixed.

Keep me posted on the outcome! 

[Gailb0104]

Thanks for your response, I’ve done the factory reset and monitored it but it hasn’t made any difference. It’s still not tracking my sleep, the lights on the back of it are still not flashing, exercises says 29 minutes and 26 calories burnt and no heart rate. It’s really frustrating. 

[JuanJoFitbit]

@Gailb0104 thank you for getting back and trying all the recommended troubleshooting steps. Since the issue persists, I'll send your case to our Support team so they can investigate further and provide a solution.

You will receive an email from them soon.

Let me know if you have any questions! 

[Layback62]

Hello, we had the same problem. turns out on the fit bit Versa the settings screen (swipe up) and find the heart rate, turn it off if on, if not turn it on and restart the fit bit. The sleep pattern works off the heart beat.

Then make sure after it restarts you see your heart beat count. if not tighten up  your wrist band.

found that the versa design it needs to be tighter than a charge 2 fit bit does to work.  The slim design needs more contact. The following morning, the sleep pattern worked.

Hope this helps, Lenny