Versa 2 not tracking heart rate and the green lights on the back aren't flashing

[MelissaJFox]

I have tried restarting my versa 2 many times and also Did a factory reset but it still isnt working. I guess that the device is broken but how can i return it for a repair/refund?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @MelissaJFox, welcome to the Community Forums. I'm sorry to hear that your Versa 2 has stopped tracking your heart rate. Thanks for all the steps you've done so far in order to solve the inconveniences, I'll be glad to help you.

In regards to your inquiry, please know when a Fitbit device is deemed defective we review eligibility using the one year warranty option. For our full warranty terms and conditions, see our Return Policy and Warranty. If the issue persists after the steps I'm recommending below, let me know and I will be glad to create a support case on your behalf.

If you haven't done so yet, please try these steps:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Versa 2. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa 2's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Also, for more detailed information, see: What factors can affect my heart-rate reading on my Fitbit device?. Keep in mind that active minutes are also calculated by your heart rate.

Give this a go and let me know how it goes. 

[MelissaJFox]

Hi Maria,

Thank you for your message. I tried this and it still isn't working. It isnt tracking my sleep either. One of the silicone straps also broke the first time I wore it.  Please can you help me to return it?  Thanks, Melissa

[MarreFitbit]

Hi there @MelissaJFox, thanks for the update. I appreciate you had followed the tips and recommendations provided above. Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We hope your issue is solved soon.

[RToner]

Hi, I just got my New Fitbit Versa 2 and I am having the same issue as above: The heart rate is not showing, despite the green light flashing on the back of the watch. So far, I’ve ensured that the heart rate setting is “on”, I’ve made sure the fit is correct on my wrist, and I’ve gone through the above recommended steps, but it it still not functioning. I look forward to your reply. Thank you! 

[Mandae]

So am I!  How is it remedied? I have reset, factory reset and still nothing!  

[MandiSabbagh]

Hi, I have done a reset, switch my Versa off and on! Synced it as well and my green light still wont go on! My battery also started not lasting so long! Charge Fitbit to 100%, I get no notification, back light is dimmed and watch screen off must of the day and batter jumped to 64% in less than 24 hours. No exercise was done either! Can it be repaired? Cape Town South Africa 

[RToner]

I tried all of the suggested remedies, but the heart rate function still did not function. I decided to return it to the retailer where I purchased it, and they are sending me a new one.

[greatdreamer13]

Hello,

I also seem to be having the same issue as @MelissaJFox . I have also followed your instructions without any success. My heart rate sensor was working fine until an update that occurred in October; now the sensors don't flash at all, ever. Of course, this affects my active minutes, zone minutes, sleep tracking and caloric output. 

Any suggestions?

[Karkaymad]

Mine did the same after the last update in January/. I tried all the recommended steps and it still doesn’t work

[Mizstellar]

Me too, and I mainly wear it to see my heart rate and track sleep - those are the 2 things not working 

[Anand.narang]

Mine stopped working 2 weeks ago.. both sleep and heart rate.. was there an issue with the update????

[Naomignomed]

Seems so. Mine was fine until the update, now not working. Seems lots of people are having same issue. 

[Shazzee66]

I am having the same issue as of Feb 20th 2021. The watch is 15 months old. My Alta HR didn't crap out until just under 2 years. If this is all these fitbit watches are good for then it's not worth it. The main reason I got it was for the Heart Rate monitoring. 

[ELPalmer1965]

@MarreFitbit, I have attempted the same steps and I still cannot get the green LED to stay on. Because I have sleep apnea and atrial fibrillation, tracking my sleep and heart rate is the main reason for my Versa 2. I have attempted to restart, several times, reset to factory settings a couple of times, updated firmware and walked through the steps you describe above and still...no green LED. Please advise on return/repair/replace...

[MarreFitbit]

Hi everyone - I appreciate you had followed the tips and recommendations provided here. I understand how you must be feeling. 

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We hope your issue is solved soon. 

[ARod0001]

There's clearly an issue with the HR monitor in the Versa 2, and seems that Fitbit is choosing to ignore it. Considering reporting it to the consumer protection bureau

[Shazzee66]

Thanks. That's a good idea. Also never buying another of their products
since this is the second Fitbit brand that crapped out not long after
purchase.

[Shara_m]

Hi Marie, my fitbit is the exact same as the above lady and with the same problem.

I've tried the steps above and it still won't work. 

I got my fitbit from JB-HiFi. Can I get a new one on your warranty or will it have to be towards JB-HiFi?

[juzateen]

Hi it is end June in 2021, and I faced this problem where my HR monitor just displays "--" and I have restarted it many times and switched the HR on/off many times and synced with the app many times as well.

Can this problem be fixed already? My fitbit is practically useless to me without the HR.