Versa 2 is not tracking heart rate properly

[cena91]

Hi there. My heart rate monitored has not worked for weeks now. I have read the articles and trouble shooting methods here and still, nothing. I have checked the toggle for on and off heart rate, I have reset to factory settings, I have ensured the device is paired, I have ensured the device is up to date with updates. I have cleaned the sensor and I am at a total loss. Help!

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @cena91, welcome to our Fitbit Community. Regarding the heart rate tracking issue that your Versa 2 has experienced, I appreciate the time spent trying to get this issue resolved before contacting our forums.

In order to avoid providing the same information, let me know what troubleshooting steps you have tried. In the meantime, try the steps listed in this help article. This article contains steps that you already tried but you can skip them and proceed with the rest.

Finally, monitor your watch during the next 24 hours and see if it tracks your heart rate properly.

Looking forward to your response.

[cena91]

Thank you so much for your response! I tried the options provided and I am still unsuccessfull in getting any sort of heart rate response on my device. Open to next steps! Thanks again for the time and energy to help!!

[JuanJoFitbit]

Hi @cena91, thank you for trying the steps previously shared. 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 on your device, follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, set up your watch from scratch and see if the the heart rate monitor works.

Let me know how it goes.

[cena91]

Hi again, Juan. I just did the complete setup from scratch for a second time, as requested, updated all features again, and thoroughly cleaned sensor as well. Still, no heart rate.

[JuanJoFitbit]

Hi @cena91, thank you for getting back and trying the recommended troubleshooting steps. Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

I'll be around if any question arises.