Versa 2 heart rate sensor stopped working

[Taylor_93]

I have factory reset my Fitbit versa 2 and the senor on the back will not turn on. Normally it flashes a green light. I have uninstalled the app and reinstalled. Please help.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @Taylor_93, welcome to our Fitbit Community! Regarding the heart rate sensor issue that your Versa 2 has experienced, I appreciate the time spent trying to get this issue resolved before contacting our forums.

I was able to get in touch with our Support team and was told that they assisted you via email. I'm glad to hear that a solution was provided and you are back on track with a replacement unit.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

[Wali_87]

Hi!

Can you please share what the resolution was? I have been having the same issue for days.

[Anthcannon]

I have had the same problem for about a week as well

[nobody23]

Please share solution. I have the same problem.

[Taylor_93]

I actually had to call Fitbit and get a replacement. It was still covered
under the warranty so I didn't have to pay for it

[Wali_87]

I also spoke with Fitbit. They said to update the app and restart my phone. None of that worked for me and I had already tried a regular restart and factory restart. Mine wasn’t covered under the warranty anymore so there wasn’t much they could do except off me a very small discount on a new one.

[Anthcannon]

Its crazy that so many people have reported exactly the same problem with Fitbit time and time again. There "solution" after a few factory resets, and restarts always seems to be send out a replacement...which will fail sooner or later and you may or may not be within your warranty. Sent from my Verizon, Samsung Galaxy smartphone

[Wali_87]

This is my 4th Fitbit as well, every single one of them has had issues...I don’t know if I want to take the chance on a fifth one...

[TheChiefsWife]

I'm having the same problem.  the watch is fully charged but I can'g get it to track my sleep or heart beat.

What do I do to fix it?

thank you.

Carol

[TheChiefsWife]

Taylor, does it work now?

[MarreFitbit]

Hi everyone.

I'm sorry to hear that you're having issues with the heart rate sensor on your Versa smartwatches. Thank you for all the steps you've done so far to get the issue fixed. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

Additionally, our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

I understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our them again and also, you can check our warranty policies here for a better understanding of the information that they provided to you.

On the other hand, if you've exhausted all troubleshooting steps to fix the heart rate monitor on your watch and you're still in touch with our Support Team, I'd suggest to keep your conversation with them as they know what's the next step to try after everything you have done.

Hi there @TheChiefsWife. Thanks for the details provided in your post, I'll be glad to help you with the heart rate sensor on your Versa 2.

If you haven't done so yet, please try the following steps (even if you have tried some of them already, let's perform them in the order shown):

• 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. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa'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. 

[KatieA1229]

How long is it under warranty? 

[RickyX]

This is my 3rd FitBit... Followed the instructions... and the Heart Rate still does not work... Stopped working after I updated the FitBit...  All 3 of my fitbits started having issues or went out just after the 18 month warranty...  Starting to think it is intentional to make me buy another one... But I am done... The name should really be changed to **ahem**Bit... because that is what they are... Will NEVER buy another one... Apple Watch here I come...  You are owned by Google... Sadly I expected better quality than this... and coincidence that all started having issues or went out around 19 months... Very Very Disappointed !!!