Versa 2 no longer tracking sleep or heart rate

[Monty_1]

I have had my Versa 2 for just over a year, the last time it tracked my sleep with detailed sleep stages was the 11th November, it did track sleep after that but only with basic sleep details. I stopped wearing it to bed after this. I have tried restarting the device several times, and I have checked all settings, which are all the same as they were before. I have since noticed that it no longer tracks my heart rate either. I wear it snuggly on my non dominant wrist. Please can you make any other suggestions as to what could be wrong and what I need to do. 

Thanks

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums @Monty_1. 

Thank you for sharing all this information about what you've been experiencing with your Versa 2 watch and the troubleshooting steps that you already tried. 

Please take into consideration that there are a few scenarios where you might see your sleep pattern (which shows your time asleep, restless, and awake) instead of sleep stages:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

In addition, since you already tried the restart procedure, I would also recommend following all the instructions in this article to improve the accuracy of heart rate information. 

Please keep me posted. 

[Monty_1]

Hi, thanks for you response, I have read all the information in the message and the article and its not making any difference, there is no heart rate and no sleep tracking what so ever. What else can I do? Or is it broken?

[DavideFitbit]

@Monty_1 thank you for your reply and confirming that you already tried all the suggested troubleshooting steps. 

I've gone ahead and sent your information to the Customer Support team for further assistance with this, so you should be getting a reply soon.

If you haven't done so already, the best way to get help for this problem is to call directly to Customer Support or to chat with them online. Click here to get connected. 

Have a great day!