Versa 2 heart rate sensor not working

[Lizzicle]

I've noticed recently my Versa 2 isn't picking up that it's on my wrist, or my heart rate. I'm continually having to enter the pass code to gain access to my apps. 

More importantly, It's also no longer picking up my heart rate. I've flipped it over, it's got a layer of film blocking their view. 

I've tried shutting it down, turning it back on. Using a little soap and water to wash it. Using a microfiber cloth to try and clean it. Nothing's worked. I'm about to be hiking for a week and was really hoping to monitor my heartbeat throughout it. 

Hopefully I can have some sort of resolution soon! 

Moderator edit: subject for clarity 

[LiliyaFitbit · Accepted solution]

Welcome to the Fitbit Community, @Lizzicle.

Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling and recommend following our complete troubleshooting instructions in What factors can affect my heart-rate reading on my Fitbit device? 

You can find the information about the device lock in How do I use the device lock on my Fitbit device?

Additionally, I recommend checking if your Fitbit app is updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app?

Hope this helps.

[Lizzicle]

In the end Fitbit offered a replacement, or for $100 I think?? I was able to upgrade to a Sense. Which has also now failed.