Versa 2 not recording my stride, pace, or distance properly

[Ajohnson92]

I have been using the same route every day for my "walks"- more like a run without running- since 4-25-21 and it's 3.08 miles. After the latest update went through on my Versa 2 it stopped recording the distance correctly and my pace is completely off- I do the same pace every time and now it's saying I'm walking almost half a mile less than I am and my pace is a minute slower than it should be. I use the exercise app and ALWAYS make sure the GPS is connected. Ive restarted the Fitbit numerous times along with my phone. I've enabled and unenabled the GPS feature along with the heart rate feature. I've made sure that google gps is updated along with all other connected apps. Not sure what to do at this point and the last agent I talked to was less than helpful. 

[EdsonFitbit]

Welcome to the Fitbit Community, @Ajohnson92.

I'm sorry to hear about the difficulties you experienced with your Fitbit Versa 2. Thank you for trying to get them resolved before contacting us.

If after following the troubleshooting steps provided by Customer Support you continue experiencing the same issue please let them know in order to get further assistance. I'm pretty sure they will do their best to provide a high level of support. You can chat with them online or give them a call. Please click here to get connected.

If you have any question, please let us know.

[Cinster]

There’s something definitely wrong with the Versa as mine hasn’t been recording zone minutes, calories, heart rate or exercises for the last weeks.  This started September 5. 

[EdsonFitbit]

Thank you for visiting the Fitbit Community, @Cinster.

Thanks for the information provided.

I would recommend restarting your Fitbit Versa by following these instructions.

In addition, you can set up your Watch as a replacement device:

1. Tap the Today tab , and tap your profile picture.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

Hope this helps.

[Ajohnson92]

I think the update did something to them because it was fine before the
update went through.

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I've contacted customer service 3 times since this issue started after I updated my device in August and they have trouble shooted in every way. I called back yesterday and the representative blamed me for the issues and said there was nothing wrong with the watch when I record my walks every day with both the app GPS tracking along with my vers 2s in exercise mode and it is showing over 1 mile difference in distance and pace is 5- 10 minutes longer per mile on the versa 2 than on the tracking with the App. I traced my route in Google maps, I take the same exact route EVERY day have since 4-25-21 and it is approximately 3.1 miles. The app says 2.98-3 miles which is a lot closer than the Versa 2s now recorded 1.5-2.2 miles. The faster I go the more the watch is off. Now, for the past 2 weeks, the heart rate is significantly lower. I would be in peak for a good fifth of my walk, averaging 150-165 BPM for my "walk" and the watch now says I average 130-140BPM. It does this when I exercise at home too. I'll be pushing myself so hard I can hardly breath and my watch will say my HR is at 92 BPM. Customer service won't help me and when I asked to speak to a supervisor, the representative Daniel said he could not connect me to one and that I could only talk to the team via email. Now today my heart Rate didn't even calculate for my walk and says my HR is 92 when I'm laying down. I've restarted it 4 times, shut it down, turned the HR off then restarted and turned the HR on and restarted again. I have it on the charger trying to get it to 100% and I'll try again. Not sure what to do since Customer Support won't help me. 

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Got my HR to display on the watch properly, as long as I have it in just the right spot on my wrist, after numerous restarts and charging to 100%, but now it's not saving or displaying any of my health metrics for last night (ie skin temp, HRV, etc). I'm really at a loss for what to do. Fitbit team is there anything I can do? 

Moderator edit: format

[EdsonFitbit]

Thanks for your response, @Ajohnson92.

The time you've spent while dealing with this situation is highly appreciated.

If you've followed the instructions shared by Customer Support without luck, I would recommend getting back to them. They will let you know how to proceed. You can chat with them online or give them a call. Please click here to get connected.

Have a nice day.

[AnnieMcGinge]

I have been running the same route for over one year and generally use strava to record my data. Today I just used my Fitbit Versa 2, it recorded around 1.2km less and my average pace more than 1 minute longer per km, quite odd as I also ran 2 minutes faster! Please help me sort this out. I recently joined my local running club and need my times recording correctly.