Versa 2 stopped registering my sleep data

[Trish200]

I have a Versa 2 which I've had since March 2020.  It was working perfectly then I got a new mobile phone.  I paired it but now I can only see basic sleep details - no sleep stages or sleep score - any suggestions as to how I rectify this?

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there @Trish200, welcome to the Community Forums. Thanks for sharing the details about the issue with your Versa 2.

If you are not receiving sleep stages, please consider the following:

• 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.

To learn more about your sleep data, see How do I track my sleep with my Fitbit device? and What should I know about Fitbit sleep stages?

Furthermore, please check if your new mobile phone is included here Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported and does not meet the require OS we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

We routinely test new devices to ensure full compatibility with Fitbit devices and the Fitbit app, and are constantly working to confirm compatibility with new phone models. Be sure to verify that your phone or tablet meets the minimum operating system requirements.

[Trish200]

Thanks for your reply.  I have not changed anything about the way I wear my Fitbit or sleep with it.  It was working perfectly until I changed my phone.  My phone is a Samsung, the same as the previous one.  I have already read the information you provided.  Previously, it was showing me all sleep stages and sleep score, now it only shows basic details and I have now noticed that it is not tracking my heart beat either.  I might uninstall it from my phone and reinstall it and see if that helps.

[MarreFitbit · Accepted solution]

@Trish200 Thanks for getting back and for the additional details.

It seems that the heart rate on your Versa 2 has been turned off, this would explain why you're no longer receiving sleep data. With that being said, please try the following: 

• Switch the Heart Rate settings from Off to On and manually sync your Versa 2. To switch the heart rate settings on your watch, open the Settings app > Heart Rate > tap to turn the setting On.
• 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" 
• Once it's done, restart your Versa 2. For more information, see How do I restart my Fitbit device?
• 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.

Test your watch the next few days and let me know if you receive your sleep data. Keep me posted!

[Trish200]

Thanks for this!  I checked and the heart rate was switched off, I've no idea why as it was on before.  The Versa is now monitoring my heart rate but I don't yet know if the sleep information will be affected.  I'll let you know, thanks again for all your help!

[MarreFitbit]

@Trish200 You're very welcome! 😉 Note that the heart rate is key to get sleep stages and sleep score data. 

I'll around, let me know about the outcome. 

[Trish200]

Sleep stages and sleep score are back!  So it was all down to the heart beat monitoring - I have no idea why getting a new phone turned it off but all sorted now - thanks again!

[MarreFitbit]

@Trish200 Anytime! 🙂 I'm happy to hear that your sleep stages are back since you turned on the heart rate monitor on your watch. 

I would like to invite you to visit our Health & Wellness where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!