Versa 2 not tracking heart rate

[Jdishm1]

My Versa has stopped tracking my heart rate.  I’ve restarted it, reset it, nothing.  I did notice the light sensor on the back is not coming on.  Anyone else have this problem?  I contacted support but have not received any response. 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Jdishm1, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. To move on with the issue you're currently experiencing with your Versa 2, can you please let me know if the heart rate sensors of your device are still flashing or are them completely off? If you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. 

Looking forward to your reply.

[Jdishm1]

Hello. They are completely off. I spoke with technical support who had me reset it and relink it to my phone.  I was told by doing this it would solve the problem and it didn’t matter if the sensors were in or not.  I was given a case # 38426050. I did all of the steps as advised and it is still not working.  Unfortunately these articles did not help. 

[Jdishm1]

Hello. They are completely off. I spoke with technical support who had me reset it and relink it to my phone.  I was told by doing this it would solve the problem and it didn’t matter if the sensors were in or not.  I was given a case # 38426050. I did all of the steps as advised and it is still not working