Versa 2 stopped tracking heart rate

[Sina1906]

Hi there,

my mum‘s versa 2 suddenly stopped tracking her heart rate, since two weeks. We did a few restarts and also a full reset but nothing helped. The green/red lights don‘t work anymore either. The device is 16 months old, so there‘s no guarantee anymore. Any advises what we could do or who we could contact?

Thanks

Moderator edit: updated subject for clarity

[JohnnyRow]

On the watch in 'Settings', there is a 'Heart Rate' option where it can be turned on or off.  Make sure that is set to 'On'.

[Sina1906]

We did that already a few times 😉

[BraulioFitbit]

Hey there, @Sina1906. I appreciate the help provided, @JohnnyRow!

@Sina1906 Thanks for the details in your post and for all the troubleshooting performed. Since your Versa 2 is still not tracking heart rate after you performed a factory reset, I recommend you to contact our Support team by requesting an online chat or calling them for further assistance.

See you around!

[sjusufspahic]

I've done everything, everyone suggested -  it sometimes works, more often doesn't. I emailed the support team - they referred me to community forum. They don't want to know about faults

Moderator Edit: Formatting

[Sina1906]

Yes, we did that an will get a replacement offer now 🙂

Thank you

[pmc2]

i had the same issue and got a new versa2 replacement from fitbit

the new device shows heart rate, but the app displays 0 zone minutes, even though the exercise data shows I was working in the cardio and peak zones.

i deleted and reset the app, removed and reset the watch multiple times, the issue persists.

i have a charge 2 that works fine, the app displays active minutes instead of zone minutes for that device and it works fine.  don't understand the issue with zone minutes.

[sjusufspahic]

Thank you for taking time to answer my enquiry. I really don't know what to say about my Versa 2.
I have to restart it every time I exercise and that is 5-6 a day which is annoying.
This morning, it wouldn't work, I restarted it and instead of counting my active minutes it started counting climbing stairs. Still my HR is 55.which is my resting HR. I restarted it again and it stopped working all together. You are lucky to get replacement, my warranty is over, so that's it. I had a heart failure a year and a half ago when I bought the smart watch to monitor my exercises. It's over now. Thanks again

Moderator Edit: Formatting

[BraulioFitbit]

Hi, @Sina1906, @pmc2 and @sjusufspahic. Nice to see you here.

@Sina1906. I'm glad to know that your inquiry was solved 😀.

@pmc2 Thanks for the details provided in your post and the troubleshooting performed. I'd like to know if your Versa 2 is not tracking Active Zone Minutes on a specific exercise of it's happening with all of them.

@sjusufspahic I understand where your frustration is coming from and thanks for trying to troubleshoot your watch. I've seen you reached out to our Support team by email and chat, but your chat didn't go through. I recommend you to call them and explain what you've tried so far so they can find a proper resolution for you. You can find the phone number for your country here.

Thanks for stopping by.