Versa 2 heart rate sensors not working

[CF3NL]

I can see other people are having the same issue as me my Versa 2 heart rate sensors have stopped working as of a few days ago the HR screen is greyed out and lights not working. I have tried resetting and all other self help options. I have tried calling customer support but the number doesn't work and live chat is no longer an option can anyone help? 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @CF3NL, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here, I'm sorry to know that you experienced difficulties trying to contact our Customer Support team. To fix this issue, I recommend you to check the information that's specified on our help article: Why don't I see my heart rate on my Fitbit device? and try the troubleshooting steps that are specified there. Please let me know if the issue persists.

Looking forward to your reply. Let me know if you have any additional questions.

[CF3NL]

Hi,

Thank you for your response. I have already tried all of the trouble shooting guidance and yes the problem still persists. I am particularly concerned when discovering that this seems to be a problem for quite a few people as I am a fitness trainer and PT and have recommended these to customers and clients. This is my second FITBIT device I previously had a Blaze which stopped charging and the main button stopped working, I put this down to it being second hand and then purchased my Versa 2 which until last week I have been happy with but I have taken really good care of it and am disappointed that now this is not working. Can you please let me know what happens now and where I go from here as I have tried ringing many times and the number is not working. I look forward to hearing from you.

[RicardoFitbit]

You're welcome @CF3NL, your reply is also appreciated.

I'm sorry to know that you're still experiencing difficulties with your Versa 2 despite trying the troubleshooting steps that were shared on my previous post, I understand your frustration with this matter. Because the issue wasn't solved, the best way to get help for this specific problem is to chat directly with our Customer Support team or give us a call. That said, please click here to get connected and receive further assistance.

I'll be around if you need anything else.

[Meggiesue24]

I am having the same issues and can't get a hold of anyone.  I have tried all the options including a factory reset.  I have had an issue with an older fitbit watch before and always got service and responses right away.  I am sure there are still issues with staffing but a chat service can be done remotely from someone's home so people can get a response. I find it strange that a bunch of people's heart rate sensors all stopped working shortly after new products are launched.

[cherie94]

I'm having the same issue. Have done all the steps as well.

[CF3NL]

Thank you for your help the link you sent me finally worked and I was able to live chat with someone who was very helpful and as my watch was under warranty I have a replacement on the way. It was just a shame that I couldn't get through when I tried in the beginning and it has taken so long to get to this stage. 

[CF3NL]

Hey maybe try the link on the post above that Ricardo sent it took me straight through just now and I was able to live chat and sort it out. 

[CF3NL]

Hey maybe try the link on the post above? It just worked for me and I was able to live chat I couldn't get through before today. 

[MichelleHM]

Both my Heart Rate Tracker and my Sleep Tracker stopped working. Last read on either was the last week of Dec. 2020, and I messaged the help center. All I got back was a link to FAQ's. 

[CF3NL]

I had the same issues I tried phoning and messaging the first couple of responses back were just self help links to try but on the link above from Ricardo where it says click here it took me straight through to live chat with customer services so may be worth a try? Until today I seemed to be going round in circles as the messages I was getting were just telling me to do what I had already tried but I got through on that link and managed to get mine sorted.