Versa 2 heart rate tracking and syncing issues

[Leesiepoos]

So my versa HRM has stopped working, no green light on the back. In settings it’s ‘on’. I’ve turned it off, rebooted the watch and then turned it back on again. I’ve cleaned the back of watch. Nothing. 
also it counts steps etc but when you click on daily steps or miles, the graph is blank, it’s not registering the activity.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @Leesiepoos, it's great to see you in our Fitbit Community. Regarding the heart rate monitor and syncing issue that your Versa 2 has experienced, I appreciate the time spent trying to get them resolved before contacting our forums.

I'd like you to try the troubleshooting steps that are listed in this help article. This article contains steps that you already tried but you can skip them and proceed with the rest. In case the syncing issue persists, please follow the steps advised in this help page.

Finally, monitor your watch during the next 24 hours and see if the issue gets fixed.

Keep me posted on the outcome.

[Leesiepoos]

Sent from my iPad

[JuanJoFitbit]

Hi @Leesiepoos, I'm afraid that your post is blank. Please re-send your post with the details you wanted to tell me and I'll be happy to follow up.

Looking forward to your response.

[Leesiepoos]

Hi
I can’t seem to reply directly on Fitbit community. Problem with versa (not 2) remains. No heart rate or green light on the back. Only partial sync- says synced but all info on steps, miles not showing

Sent from my iPad

[JuanJoFitbit]

@Leesiepoos, thank you for trying the steps previously mentioned. I'd like you to try one more workaround, which has been helpful for this type of issues. Please try a factory reset. To do so, follow the steps below:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. Set up your watch from scratch and see if the issue gets fixed.

Let me know how it goes.

[Leesiepoos]

I’ve already done that for the second time yesterday. It is now not recording steps and r distance at all

Sent from my iPad

[JuanJoFitbit]

Hi @Leesiepoos, thank you for getting back and trying the recommended troubleshooting steps. I was able to get in touch with our Support team and was told that they assisted you via social media and will follow up with your case.

I'll be around if any question arises.