The LED sensors on my Versa 2 stopped working

[SubSignoVeneni]

Hi, 

My Versa2 green light sensor stops working. I read data from the forum: try setting - heart rate on/off syncing from a phone app and restart. Still not work. I have the latest version Fitbit app on my phone. I think this is a hardware problem. Any suggestions? Watch is in on warranty. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @SubSignoVeneni, it's nice to see you around the Community Forums. I'm sorry to hear that your Versa 2 stopped tracking your heart rate. I appreciate you've already taken the time to troubleshoot your watch and making sure it's up-to-date prior to posting here. Nice way to go! 

In order for me to better assist you with this, please confirm that you've followed the steps below:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Versa 2. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa 2's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Also, for more detailed information, see: What factors can affect my heart-rate reading on my Fitbit device?

I'm looking forward to your response, keep me posted. 

[SubSignoVeneni]

Hello,

I try all these features. Greenlight still not working. Now my watch is on service, and I wait for a response.

[MarreFitbit]

Hi there @SubSignoVeneni, thanks for getting back and for the update. What do you mean by "my watch is on service"? Did you contact our Support Team in regards to this? I did try looking for a support case on your behalf and I couldn't find any open ticket at the moment. Let me know and I will be glad to create a support case on your behalf if necessary. 

Keep me posted.

[SubSignoVeneni]

Hi

"Watch is on service" mean I turned back my watch for repair. I don't contact your Support team, because your Support team works only in the USA. When is ready I will tell you what the problem is.

[MarreFitbit]

Hi @SubSignoVeneni, thanks for the clarification.Note that we don't have repair centers in any country where Fitbit trackers are sold.

If your tracker suffers damage while under warranty, please contact Customer Support. Discounts and replacements depend on tracker model and other factors.

I'll be around if you need further help, keep me in the loop!