Versa 2 heart rate accuracy concern

[tinyspacepanda]

Since the firmware update my versa 2 is no longer accurately tracking HR. My high intensity workouts are registering as below zone and fat burn zone. I’ve been working out 5 days a week for months so I am very aware of my zones and know this is far from accurate. Emailing customer service I did all their recommended fixes (factory reset etc). After telling them it did not fix the issue I haven’t heard back in 4 days. Super frustrated. Has anyone actually had some response from them regarding these issues or is it radio silence?

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @tinyspacepanda, welcome to the Community Forums.

Thanks for bringing this to our attention and for the details that were shared in your post, I understand how frustrating this matter can be for you. Just as mentioned in your post, our Customer Support team informed me that they already provided you assistance to resolve your issue. That being said, my best advice for you at this moment will be to contact them back if further assistance is needed or if you have any additional questions about the outcome of your case.  

I'll be here if you need anything else.

[tinyspacepanda]

I did finally receive an email this morning, but it was with a fix suggestion I had already tried that did not fix the problem.

My Fitbit has now not worked for over a week. 

[RicardoFitbit]

Your update is appreciated @tinyspacepanda.

I'm sorry to know that you're still experiencing difficulties with your Versa 2. Unfortunately, as a Community Forums moderator, I don't have access to the information our Customer Support team provided to assist you accordingly. That said, please contact them back to receive further assistance.

I'll be around if you need anything else. 

[Narf]

Please read your forums.  This is happening to all Versa2 people who did the latest update.  I'm about to give up on fitbit despite being a loyal customer for years! 

[RicardoFitbit]

Welcome aboard @Narf.

Thanks for your post, can you please share with me more information about the actual issue you're experiencing with your Fitbit device? Are you experiencing the same heart rate accuracy concern? Did you already try some troubleshooting steps?

Looking forward to your reply. 

[Narf]

The heart rate is not accurate. Did boot camp class and my heart rate was below zone. From looking at the forum, I’m not the only one experiencing this problem. Seems to be after the most recent update.

[RicardoFitbit]

Your reply is appreciated @Narf, thanks for the details that were shared with me.

Heart-rate tracking can be affected by several factors including air temperature and device location on your arm. For more information about this, please check our help articles:

• How do I track heart rate with my Fitbit device?
• What factors can affect my heart-rate reading on my Fitbit device?

However, if your heart-rate tracker seems inaccurate after taking the recommendations into account, please reply with answers to the following questions so I can further investigate:

1. Were you wearing the Fitbit device particularly tight or loose?
2. What was the position of the Fitbit device on your wrist? 

I'll be waiting for your reply.

[HMStew5208]

I am having these exact issues mentioned above with my FitBit Versa 2.

Since the most recent update, my workout heart rate does not go above 114 beats per minute. When checked manually, it was as high as 160. In workout mode, my heart rate does not register over 100 beats per minute. 

I've already tried all of the fixes mentioned in these forums. A through cleaning, restart, factory reset. I've worn my fit bit tight and loose. I've worn it in every position possible on my wrist. 

It's essentially nothing more than a step counter and watch. These forums are filled with people having the same issue, and the same unhelpful suggestions that don't work. This is beyond frustrating. The next tracker I purchase will absolutely not be a fit bit device. 

[KelBee]

Same problem for me. Have enjoyed my Fitbit for many years but very frustrated over this last update which seems to have created an issue that needs to be fixed. 

[ckana66]

Same problem here, during weight training and dog walking my HR is measuring around 20 bpm low. I have manually measured and compared. I’m also having and an issue with it reading high on my runs. Before the update I was averaging 140bpm on a 5k run, after the update it’s around 170 which is supposedly above my max heart rate. I’m finding it hard to believe I can run a 5k with a HR higher my max without passing out. I haven’t stopped the run to measure my HR but it’s definitely measuring about 30 bpm higher than before the update on runs. Is there a way we can go back to the firmware version we had before the lame 35.72.1.9 update?

[Ccw32]

Same problem! My 45minute cardio workout said I had 8 minutes in the cardio zone which is categorically inaccurate. When is Fitbit going to fix this???

[KelBee]

Phone call to CS was not helpful. I told the man about the numerous complaints on this forum with the same problem but he couldn’t offer any alternatives to get Fitbit to acknowledge that they have an issue that needs fixing. 

[Narf]

I’m still having Issues. The canned response is no help. I’ve used Fitbit products for many years and know how to wear it. It is not a user error, it’s an update flaw that is being experienced by many Fitbit users if you look at this post and actually read it. Please tell me there will be a fix coming so I can decide if my next purchase is a new Fitbit or an Apple Watch.

Sent from my iPad

[KelBee]

I’ve been a Fitbit user for years. About to give up on them. I responded to a survey on my telephone call to customer service. Reiterated all of our concerns. We’ll see if they take any action.

KelBee

[khoychick]

I’m having the same issue as the others. I have not changed my workout environment/temperature or anything. I measured my HR and it was well above 140 and tracker says 90-110. Very frustrating. 

[Ldice]

I posted a the same post a couple weeks ago. Lots of people saying the same but no help or solution. I also did all the same things suggested here but it didn't fix anything because as we all know, this is an update problem not that all of our watches magically starting not counting HR because of our errors at the same time... Beyond frustrated in Fitbits response and won't be getting another one. 

[Lisamw81]

Just wanted to throw in I’m having the same exact issue as you all and they are not responding to my issues at ALL. Will try calling tomorrow again and request a credit towards a new device.

[Ldice]

My understanding from other posts is that brand new devices are doing it too. People spoke about their Christmas present Fitbits having this issue with no resolution. 

[tinyspacepanda]

It’s been a week now since I last emailed them saying that the suggestions they gave still didn’t work and I haven’t heard anything back. 

I’ve seen a slow improvement randomly over the last week after following a fix I saw on here about turning off the heart rate and resyncing but still not anywhere near my average workout heart rates from pre firmware update. I went on a long walk the other day and never even got to fatburn zone. A high intensity workout on the elliptical took 8 minutes to get from below zone to fatburn. And then another 10 minutes to register cardio. I’m burning at least 100 calories less a workout than my machine states where before update I would burn more than my machine. My daily burn is hundreds less than normal is it doesn’t register any increased heart rate from daily activities such as cleaning the house, running after my child, or even shoveling snow. Basically it shows me as sedentary all day unless I’m doing a high intensity workout and then it says I’m “fat burn zone”

im so frustrated as I’m deep into a weight loss goal and rely on knowing my input vs output.