Versa 2 not tracking Active Minutes

[SophieB83]

All of a sudden since Saturday my device has stopped recording active minutes. Everything else recording normally. I am using an iPhone XS. Tried turning on and off again and have been in contact with Fitbit via chat who were hopeless. Have reconnected device to app and done a test walk and still no active minutes. 
has anyone experience this before please?

Back in queue for chat now. Although got booted out by operator when she realised who I was so not impressed! Second time of sitting in a queue of 20! Not holding out much hope based on the help last time!

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @SophieB83, welcome to the Community Forums!

Thanks for bringing this to our attention and for contacting our Customer Support team before to posting over here. Just as mentioned in your post, our Support team informed me that they already provided you assistance to resolve this situation. That said, I recommend you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Keep in mind that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

I'll be here if you need anything else.

[SophieB83]

I wouldn’t say they’ve assisted as such. Just keep telling me to do the same thing over and over. As well as reminding me that active minutes can vary which I’m well aware. 
They have apparently referred by case to another team who will be in touch within 48 hours. I have to say from what I’ve read here and elsewhere I’m really not holding out much hope it is going to get resolved. 

[RicardoFitbit]

Your update is appreciated @SophieB83.

Thanks for taking the time to share with me your experience with our Customer Support team, I can understand your frustration. Due to recent events affecting our operations, support options are limited and wait times are longer than usual, please keep an eye on your email because they'll be in touch with you as soon as possible.

Don't hesitate to contact me back if you need anything else. 

[SophieB83]

The response I have just had from Joyce is laughable. Suggesting there is absolutely nothing wrong. And that apparently I can go from recording up to 90 minutes of activity to recording nothing for 4 days despite being more active than normal. 
Feel totally fobbed off and angry. 
maybe you can do something??? 

[RicardoFitbit]

It's a pleasure to continue assisting you @SophieB83.

I'm sorry to know that the information that was shared by our Customer Support team does not meet your expectations. The reason why I'm suggesting you to keep in touch with our Support team is because they have internal tools to check your account information and further assist you based on that, information that as a Community Moderator I can't see. I can contact them back on your behalf to let them know that you're not satisfied with the information that they provided to you, will this work for you?

I'll be here.