Versa 2 heart rate inaccurate after firmware update

[ananya.ramesh]

I purchased my Fitbit Versa 2 on the 10th of July, 2020 (still under warranty). The heart rate readings were rather accurate until mid/late January 2021. My workouts are quite intense, and I used to hit "fat burn" and "cardio and peak" zones effortlessly with next to no below zones (avg. 150-160bpm). However, since the firmware update, my average heart rate hovers around 90-100bpm. I have to stop mid-workout to wipe the sensor and my wrist to get it to touch 115bpm. After my workout, when I checked the stats, my heart rate was below zone for 85% of the workout, which is ridiculous. I started checking my pulse rate during my workout with an oximeter, and there is a SIGNIFICANT difference every time (115-125 vs. 180-190)! Frustrated, I reached out to customer support but to no avail. Although they were patient and kind, they offered frivolous solutions. At first, they suggested solutions like wrist band positioning (I have always been wearing it as suggested) and restarting the device (I already tried that before reaching out). The second time I contacted them, they acknowledged that the firmware update messed up the accuracy, although they preferred the term "optimize," which makes no sense because it is anything but optimized. They mentioned that the firmware update was ONLY for Versa 2 and none of the older or newer models. Although my device is under warranty, they said I could not get it exchanged for any other device (I offered to pay the difference, if any) or receive any discounted refund. Toward the end, they said the best thing I can do is "lower my expectations and set it around the limitations of the update," which is infuriating, to say the least. I can see so many other users facing the same issue, and despite voicing it out, Fitbit refuses to revoke the update or fix it with a new one. Honestly so disappointed. I will not purchase from Fitbit again. 

[EAlex1985]

I'm so mad!! Mine is doing the exact same thing!! Used to reach peak heart rate regularly, and cardio and fat burn always!! I have been using my fit bit to keep me motivated with calories burned, etc...and it has always been phenomenal-until this update!! Now I'm always below heart rate zone and if I do hit it it's only for 2-3 mins in each zone!! My heart rate is way off and it randomly vibrates and goes blank. So frustrating!!! 

[TiffyStop]

This is happening with mine too! Soo irritating.. Currently my HR is more laying down then it was during my HiiT workout today! Wth! I was dripping Sweat, there is no way I didn't hit fat burn or peak! 

[EAlex1985]

So aggravating!! Is there anything we can try to fix it or should we call customer support?? I've tried resetting it and it didn't work. 😔

[dsta0125]

Mine is doing the same thing! HR monitor just stopped working, but everything else was fine and it was synced to the app on my phone. I tried all the resets, and even chatted with the customer support. They told me to factory reset it so I did. Now my Fitbit will not connect to the app on my phone, and I went through multiple steps with support with no success. The warranty is expired, and the only option they gave me was to buy a new Fitbit for 35% off. 

My FitBit was working fine and synced, except for the HR, and now it is completely useless!!!!! I refuse to buy a new one when it was supports fault that it is now useless.

Tried to go back in the chat and first got a error, then was put in a queue where I was second in line, and after an hour and a half, I was still second in the queue. I closed it out and gave up.

It seems that multiple people are having the same issue so I think it is a global issue, and I should not have to get a new one.

I am so angry and frustrated. I created my own post on the forum earlier this afternoon,and no one has responded.

[andreanmagana]

I have had the same issue and called Fitbit multiple times about this. In fact, it happened to me 5 days after getting the Versa 2, I complained, got a replacement - did the firmware update on the new one not realizing it's a Fitbit software issue and I'm back to square one. HR inaccurate, broken device - to say I am annoyed is an understatement. This is clearly a Fitbit issue yet they claim it's 'rare' and there are so many people on the forum complaining about the same thing. For such a big company - I would expect much better customer service, I wish I never got the Versa 2. It's absolutely awful. 

[VKB0612]

I have the same issue..........So frustrating and obviously they are not going to fix the issue its been 5 months since the update!!!  I am buying a different brand all together!!! I love to see my workout numbers and I am doing a Boot Camp and I have a below average heart rate!!!  What a joke!!!

[vi.ladi]

Same here!!!! So disappointing. The watch is barely a year old. Never purchasing from Fitbit again.