Versa 2 stopped tracking my heart rate and sleep data

[DianneJT]

Versa 2 (3rd watch in 2 1/2 years) now won't measure anything but steps. Originally replaced under fitbit warranty with a refurbished one. Then refurbished replaced under extended warranty (which ended extended warranty) , now will only measure steps. Face fell off but now glued back on. 

Moderator Edit: Clarified subject

[Guy_]

Hi @DianneJT  - presumably you checked that heart rate is turned on in the watch Settings?

[MarreFitbit · Accepted solution]

Hi there, @DianneJT. Thanks for the details provided in your post about the issues with your Versa 2. I understand where your concern is coming from and how you must be feeling. @Guy_ Thanks for your input!

As a first approach, I'd recommend trying the following steps to make sure your heart rate is working as keep in mind that also sleep stages are based on your heart rate readings:

• 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 you must see sleep stages in order to see your sleep score information. Please swipe left on the Sleep Score graph, here you can see information about your weekly sleep average and sleep duration. To get more detailed information, see What's sleep score in the Fitbit app?

With that in mind, I recommend considering the following in order to get sleep stages: Why don't I see sleep stages today?

As for the screen. please note the screen cannot be replaceable and/or repaired. Before doing something to your watch, please review Availability or repair facilities/spare parts and Exclusions and Limitations. 

If you have any questions regarding what is covered under the warranty you can read more about it here fitbit.com/legal/returns-and-warranty.