Versa 2 stopped tracking heart rate and sleep data

[Donna91]

Hi my versa 2 has stopped tracking my heart rate and sleep I have rebooted it and put it back to factory settings how can I fix this I don't even have the watch watch year 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Donna91, welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. 

As a first approach, I'd recommend trying the following steps to make sure your heart rate is working:

• 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.

On the other hand, I recommend considering the following in order to get sleep stages:

• 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 with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Hope that helps. 

[Donna91]

Hi thanks you I have just done all this and still not working I have no
lights on the back working

[MarreFitbit]

@Donna91 Anytime! Thanks for following the steps provided to you.

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. 

[Kscowgirl4u]

I've done everything from trying to reboot it, turning the heart rate setting off and on to doing a total factory reset and I still can't get my lights to activate.  I'm so frustrated cause I haven't even had this for barely a year now. 

[MarreFitbit]

Hi there @Kscowgirl4u, welcome on board. Thanks for following the troubleshooting steps I've provided above. I understand where you're coming from. 

As also suggested in my previous post, 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 look forward to getting you back on track. 

[Casey311]

I was having a similar problem with my fitbit lite. It all of a sudden quit tracking my steps and my hr. I saw this thread, and I followed your suggestions above. It did not work the first time I tried it. I think I did the steps too fast. I tried it a second time. This time, I waited a solid 2 minutes before turning my hr back on, and syncing my watch to phone again. Now, everything is working like it should. Thank you for your help.

[MarreFitbit]

@Casey311 Awesome! I'm happy to hear the steps provided above did the trick for you. 😉