Versa 2 heart rate sensors not working

[Befitforlife]

My heart rate monitor stopped working.  I have completed the factory reset and it is still not working.  Please help fix it.  

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Befitforlife, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. To fix this, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. Such information was really helpful for other users that were experiencing the same uncommon behavior.

Looking forward to your reply if further assistance is needed...

[rhoho]

Happened to me right after the latest firmware update.

I have factory reset the watch twice - the heart rate light comes on in the beginning never to turn on again afterwards 

Please help only 10month old watch..... 😞    

[RicardoFitbit]

Welcome aboard @rhoho.

Thanks for your post and trying some troubleshooting steps. To further investigate, can you please share with me which steps you took to factory reset your Versa 2? Also, please confirm me if you already tried the steps that were shared on my previous post?

I'll be waiting for your reply.  

[Darling679]

My Fitbit Versa 2 also stopped tracking heartrate after the last update. I am no longer receiving heartrate or sleep tracking. I have done a factory reset on my Versa 2 which is frustrating as you lose everything. I have already checked your post about this issue and taken those steps mentioned with no change.

Please advise

[rhoho · Accepted solution]

Thanks Ricardo

Correct I have tried all the steps mentioned in your previous post - After no effect on restarting the heartrate monitor, I factory reset my versa 2. This reset turned on the heart rate green LED for about 1min then didn't work again. 

I left on my wrist for 24 hours hoping it would change overnight but nothing happens and retried again with a factory reset and it self updating to the latest firmware same thing where heartrate monitor comes on for about 1 min then disappears never to turn on again. 

I contacted FITBIT helpline and then have sent me another versa 2 because it is under warranty and they could see that the heartrate monitor wasn't loading to the server i presume... 

[Nygiantstash]

I am having the same issue with my Versa 2. I've tried all steps mentioned above and am not having any luck. Please advise. 

Thank you. 

[rhoho]

I think call fitbit hotline, they sent me a new versa 2 because none of the steps worked.

[Nygiantstash]

Thank you. I will try that...I think mine might be too old. It's just over a year old. Thanks again! I appreciate your help. 

[bibo311]

Hi, do Fitbit have any warranty center in Vietnam?

[AprilAnn72]

What was your result? I’m going through the exact same thing. 

[Nygiantstash]

They offered me 35% off a new product because mine was like 1 week older than 1 year. I decided I'm not going to get another Fitbit so it can break again. Very frustrating. 

[Darling679]

My Versa 2 was replaced as it was still under warranty.

[AprilAnn72]

Yes, they offered the same to me, but knowing now what I know- I will not stay a customer based solely on the bad customer service, and the fact that they only last 2 years?? No thank you. 

[Nygiantstash]

I completely agree! Mine only lasted 1 year...so disappointing! 

[MarreFitbit]

Hello @Darling679, I'm glad to hear your Versa 2 has been replaced!

Hi @Nygiantstash and @AprilAnn72. 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.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit.

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 team again or you can check our warranty policies (fitbit.com/legal/returns-and-warranty) for a better understanding of the information that was provided to you. 

[SOliverson]

Hi, I just bought my V2 last night followed the troubleshooting, got the hm to work. This morning I took it off to take a shower and now it doesn’t work and troubleshooting isn’t working either.

[MarreFitbit]

Hi there @SOliverson, welcome to the Community Forums. Thanks for trying to troubleshoot your Versa 2 before reaching out. 

To better assist you with this, would you mind clarifying if it's still the heart rate monitor which stopped working or is the watch entirely unresponsive? What are the steps you tried specifically? 

In the meantime, try or confirm you've restarted your watch as suggested here How do I restart my Fitbit device? 

If the restart doesn't work and your watch hasn't vibrated during the process, try the steps below:

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. For more information, see How do I restart my Fitbit device?

Hope that helps. 

[RobertAndrews]

Hi, I am having the same issue where the green light (HR) has simply stopped working. I have gone through this thread and others, following the steps that have been asked but nothing seems to be working to correct the matter. I just did a reset of my watch, the HR was working, took my watch off for a second, put back on and now it is not working. Everything was working fine and I was getting HR and sleep scores but since Feb 27 I have not had any sleep scores or HR. Frustrating because so many others are experiencing this same problem so I know it is not a "rare" case. 

[Nygiantstash]

Yes, I do not believe it is a rare case either and the reason why I decided not to get another Fitbit. My fitbit was barely over a year old so just out of warranty. I'm very disappointed.