Versa 2 heart rate sensor not working

[Alyssabethan]

Hi! I got my versa 2 two years ago for Christmas and almost exactly two years to the day the heart rate sensor stopped working in the middle of a workout. This has been an ongoing issue for the past week or so now. The LED lights are no longer working and it will either show “—“ or get stuck on a heart rate for several days. I have tried leaving it on the charger for a day or two, turning HR off, restarting, and turning it back on, did a factory reset, and turned it off and on several times. Still nothing is working. Would really like to resolve this issues because 2 years is not very long for a $200 watch. I paid the same for my Apple Watch almost 5 years ago and it still works with no issues. Any advice would be appreciated. I really don’t want to have to buy another one 

[Guy_]

Hi @Alyssabethan - unfortunately if a factory reset doesn't resolve it the watch has most likely suffered moisture damage which has finally taken hold and is not repairable.

The good news is a new one with a new warranty costs much less these days. Don't be tempted to buy the most expensive watches as they have features missing that are found on the predecessors and few existing clock faces are available.

If you were happy with the Versa 2 another one would be the best option.

However do make a note of the names of any clocks or apps you have selected to make it easier to install them.

[SunsetRunner]

All these problems on the Versa 2 might be so to the latest update. I’ve been reading that a lot of the Versa 2 have had issues since update 72.1.23.

screen not being responsive to touch, heartbeat and sleep not being monitored. Hopefully FitBit comes out with an update fixing these bugs soon

[Cubichi]

Yep Clau_diap,….. I have the same issue with no heart rate, no oxygen monitoring, and no sleep monitoring the green and red sensor lights are totally off on my Versa 2. I just try everything with no luck, hope Fitbit gets this update out fast.  Called Fitbit customer service and the young lady says people are calling in about this issue. Be patient and wait for the update…. Let’s go Fitbit… priority update! 

[Cubichi]

Hold off… it’s an update issue that’s causing this problem.  I also lost the sensor lights and have no heart, oxygen, or sleeping monitoring. I went through all the steps and nothing worked, the lady in the customer service said they’re getting an increase of calls on this issue.  Hopefully Fitbit will roll out this fix update fast 💨!!! 

[Guy_]

Hi @SunsetRunner @Cubichi , if you just did a firmware update then the button problem, heart rate issue and touch sensitivity could be an issue resulting from the update, or less likely a bug in the update process.

A factory reset may possibly resolve it if was the latter because it will start to install the latest update from scratch. But be warned if not done properly it can kill the watch and requires starting all over again.

Best to chat via the Fitbit App, click profile photo, Help & support, Contact Customer support.

[Cubichi]

Thanks you Guy_, but I did all that a full factory reset and many other procedures and none worked.  The issue for me started about 2 days ago when it didn’t track my sleep.  Then yesterday,  I notice no pulse being monitored at all, and all the sensor lights were off.  Thought it could be my device, but when I called Fitbit Customer Service they said they were getting an increase of calls with people with this issue, but we still had to go through all these procedures to try to resolve the issue. Hopefully this gets resolved quickly.  Thanks again.

[Kentst]

Yeah I’m having the same issue, How is it Fitbit can’t get their act together when it comes to updating stuff…. Totally frustrating it makes me consider  going back to an Apple Watch.

[Cubichi]

Hello Kentst. I just got off the phone speaking to a supervisor from Fitbit… he says that he will get back to me with the status of an update fix. If I get it ….  I will post it here. 

[SunsetRunner]

Hopefully the fix will be out soon enough.

[Cubichi]

Just to give you all an update…. The supervisor got back to me and all the email said was that my unit the Versa 2 was out of warranty and that they were giving me a discount towards the purchase of a new device.  Well the joke is on them…. If this doesn’t get fixed with a firmware update soon…I am done with them! I have been a member since 2013 I will not get railroaded to buying a new device because that’s what they want us to do.  This is about principle!  Take care of your customers Fitbit or the will leave to other companies and platforms.  It’s already been happening for years.  Nothing was said about the update coming soon neither. 

[CassieOpea81]

I'm having the same problem and I'm hoping they get a fix. I switched to a Galaxy watch and came back to fitbit because it is a better option for my preferences. I will not buy a new one though, as this was a new one less than a year ago to replace one other one that broke. We need a better product. This went downhill when they merged with Google

[Cubichi]

Hello to you all.  I wanted to give you guys an update on the situation with my Fitbit Versa 2 sensor not working.  So yesterday I reached out to someone on Fitbit Instagram by DM and they were somewhat helpful.  They were able in real time to see that the sensor was off ( not reading any activity) even though I had the Versa 2 Heart rate switched on.  I was able to cycle the Versa 2 heart rate sensor on and off from the settings and sync, and every time I did that, they new the status of the action I had just made from monitoring my account without me telling them.  After doing this the person said your not going to be happy, but your sensor has failed on the Versa 2 and is defective.  Well,  I had a brand new Versa 2 that I bought over a year ago that my wife never used it and was still in the box. So I decided to finally link it to my account.  I updated to the new firmware update and I was shocked to see that it worked perfectly.  So in my case even though the old Versa 2 worked flawlessly the sensor failed after 3 plus years.  I purchased my old Versa 2 right when it came out in 11/2019.  I’m going to still keep it and when the new update comes out I will update it just to be sure but in “my case” looks like the sensors failed. I keep on saying that Fitbit need to have two lines of products.  An entry line for those beginning or on budget and a higher premium line for those that want a higher end devices with a better build and quality standard.   In my house 2 people have Apple iwatches and one just upgraded ( had an old watch)  a year ago, so a total of 3 watches between two people and not one has ever failed or had any issues from out of the box.  I wish you all the best and hope the next update fixes your issues but as for mine in looks like it was a hardware issue from the Versa 2.  Good luck!

[Kentst]

So is it possible the update caused the heart rate sensor to fry in some watches?  Because I’ve had mine less than a year and a half and since the beginning of January the heart rate sensor hasn’t worked.

All they offered me was a discount and it’s infuriating bc their mess up with the firmware is causing people to have to buy new watches! I mean A fitness tracker without a heart rate monitoring is worthless… or am I missing something?

[Cubichi]

Hello Kentst.  I don’t know if the firmware update could fry the sensor,  but it could disable it.  I got lucky that I had another New Fitbit Versa 2 that was never used, and when I did link it to my account and updated it to the new firmware update the new Fitbit Versa 2 worked perfectly. I don’t know what device you have but Fitbit better be careful with the production and quality of their devices. Their customers will leave if these devices start to break down right after the warranty is up and then they refuse to help them with the issue. I have said it before … Fitbit has to step up their build quality of their devices.  What saves them is that Fitbit is geared to improving your health and well being and has a very good community,  but when people get hit in their pockets all that won’t matter and people then will leave.  Good luck .  

[MissRobson81]

My Fitbit’s sensor stopped functioning a few weeks ago also doesn’t track sleep heart rate not even 2 years old! Last Fitbit I’ll be buying 

[msroseem]

same issue