My Versa is not recognizing exercise, floors, etc

[Carrsmith]

Hi!  I have had issues with mine from the beginning.  It randomly refreshes/disconnects, does not recognize exercise, floors, etc.   I have done all the basic troubleshooting and nothing seems to fix it permanently.  Any suggestions?

Moderator edit: updated subject for clarity

[EdsonFitbit]

@Carrsmith Welcome to the Fitbit Community. Sorry for the delayed response.

I regret to hear that your Fitbit Versa is not registering your movements. Thank you for trying to resolve the issue before contacting us.

I would appreciate if you confirm that you have performed a restart to your device by following these steps. In addition, please verify if your settings allow recording your exercises. You can go online to fitbit.com > Settings > Devices > Auto-Exercise Recognition

Whether you continue experiencing difficulties, please provide me with the following information:

- Which exercises are not recognized?

- Does it show information on the Versa or on the Dashboard?

- Do you track your exercises manually or automatically?

The Versa 2 has been just announced and still hasn't been shipped to users.

Please let me know if you have any question.

[Carrsmith]

Hi,

Sorry, it is just the Versa. I have reset at least 10 times since I purchased yet. Yes, it is set to auto recognize exercise. It is not just the tracking exercise, it constantly freezes, goes to the fitbit logo and can take a few minutes or even hours to unfreeze. When it does not recognize exercise both watch and dashboard are not registering it. I have had issues with this device since I bought it.

Thanks,
Carrie

Moderator edit: personal info removed

[EdsonFitbit]

@Carrsmith Thanks for your response.

In order to evaluate your situation, I created a case with Customer Support. Please check your inbox on the next days. They will let you know how to proceed as soon as possible.

If have any question, please don't hesitate to contact us back at any time.