Not counting steps, stairs, or heart rate.

[benachelke]

My Fitbit Versa no longer counts steps, stairs, or heart rate. Since July 13th, my Fitbit has grossly overestimated my stairs until July 31st. Wednesday July 31st, my Fitbit quit counting steps, stairs, and heart rate. I have restarted it 5 plus times, with no luck. Any ideas? 

[benachelke]

@LiliyaFitbit  any ideas?

[benachelke]

@JuanJoFitbit 

[LiliyaFitbit]

Welcome to the Fitbit Community @benachelke. I am sorry for the delayed response.  

I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with your Fitbit Versa. I understand that it no longer counts your steps, stairs, and heart rate. Thank you for your efforts to resolve the issue by doing a restart. I recommend trying to change the clock face, switch to a Fitbit clock face if you're using a third party clock face: How do I change the clock face on my Fitbit device? 

If the issue persists, I recommend doing a factory reset. Please note that you'll need to reinstall any apps on your device after the reset, and if you couldn’t sync your device, then any data on the Fitbit device will be lost. In order to do the factory reset, please follow the steps from this help article: How do I erase my Fitbit device?

You can find the complete troubleshooting steps to resolve the issue with the heart rate monitor here. 

Keep me posted on the outcome! 

[benachelke]

I changed the watch face to a Fitbit one, did not work. I did the factory rest and now it will not connect at all. It says found and I get the green check but it times out. I have tried turning my Bluetooth on and off, 5 times  Restarting the Fitbit 5 times. Any ideas @LiliyaFitbit ?

[benachelke]

Inadvertently hit solved it definitely is not.

[LiliyaFitbit]

Hi @benachelke, thank you for your reply. 

I appreciate your efforts and the additional details. Since the issue persists, I've sent your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

I'll be around if you need further assistance.