Versa 2 stopped tracking my heart rate and sleep data

[Heather_S_B]

My Versa 2 stopped tracking my heart rate activity while I sleep back on Friday night, Friday I didn’t even get a sleep score and now only the heart rate doesn’t track, I have tried rebooting my Versa 2 numerous times and it still doesn’t work, my Versa 2 and my Fitbit app are all up to date, anyone else having this issue?

Moderator Edit: Clarified subject

[mm4murrays]

This just happened to me. Same timing. Just this weekend my heart rate stopped tracking.  Same with sleep. As well as activity.  I reached out to Chat Support and they say it's probably not fixable.  I'm really unhappy.  I have been using fitbit for 7 years.  My versa 2 Fitbit is a year and a half old.  And costs too much money to be unfixable.  Also the Chat Support agents were very impatient and had to send to an email support group to check my warranty????  Not a great experience and not feeling the Fitbit love today ☹️

[MarreFitbit]

Hi there, @Heather_S_B and @mm4murrays. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 smartwatches before reaching out. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

I've seen you both have been in touch with our Support Team since you posted here. Please feel free to update your support case if you have any further questions or inquiries. 

@Heather_S_B As suggested by our team, please make sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution since it will be on the update.

@mm4murrays Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit.

For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

We thank you for being a customer and hope that the discount will help keep you in the Fitbit family.

[Krushankumarsin]

Same issue after I update my iOS 14.4.2 latest version on Friday 

[mm4murrays]

Thank you for your email. I reached back out yesterday because I have paid
for an entire years Premium membership. I was told I can get my money back
as I ordered this thru Google Play.

So what should I do? I'm not sure right now that I am going to get another
Fitbit as I am seeing many users talk about this issue. Let me know what
you can do about this. I would like at least 6 months of the premium
membership $ back as I'm not able to use it now.

Thanks for your help.
Michelle

[abommar]

This just happened to me. Same timing. Just this weekend my heart rate stopped tracking.  Same with sleep. As well as activity.  I reached out to Chat Support and they say it's probably not fixable.  1 year warranty on the product and was informed that my warranty is expired by 22 days.  Absolutely unacceptable that this product has only lasted a year.  This is my second device (blaze was first).  Unless they decide to honor my warranty this will certainly be the last fitbit device I purchase.

[THICKNSPICY]

My very first Fitbit was the HR and the band broke twice before the warranty ended. I then went to Garmin it worked well. Tried Fitbit again. Might be changing again. My steps are calculating, my sleep is being recorded nor ia the heart rate. 

[abommar]

Update on this.  I replied to fb support about them not honoring the warranty.  Since the expiration was so close to the date I reported the issue they agreed to honor and replace the my watch as a 1x courtesy. Not sure if others will have such luck, but I wish you well.

[Day_Man]

I'm jumping on this problem train too. My tracker hasn't logged heart rate or sleep for a few days now.

[THICKNSPICY]

The issue is no one can figure out how to fix it. Not even Fibit customer service.

[Kalo2]

Same thing happened to me just this week. Hoping Fitbit comes up with solution. Pretty odd

[Rhiannonmary]

Shoot I’m also having this problem. So this is obviously a larger issue that Fitbit needs to debug and is NOT device-specific like they’re making it out to be. 

[KayTofpi]

Yupppp same...I noticed that green and red sensor lights are not on either? Only tracking steps and mileage.

[mindnlimbo]

I am having the same issue, started last weekend. My versa 2 is less than a year old and I have tried restarting and a factory reset. I am an android user, but the timing of all of our problems is no coincidence.

[mm4murrays]

I agree with you! That's my thinking too. A software update gone wrong.
Too many others saying the same thing. I shouldn't have to be forced to
buy a new Fitbit matter 18 months.

Thanks for sharing this with me.

[mm4murrays]

Thank you for sharing.  I agree.  I'm hesitant to get a new one.  That might be a good way to go.  I'm not finding customer support very helpful with this issue.  

[Day_Man]

Has anyone tried the factory reset?

[mm4murrays]

That's what I'm thinking.  Software update issue.

[Rhiannonmary]

Yes on the advice of their Twitter support, and it completely screwed up my fitbit. Now it just shows a red x and says “Data not cleared. Sync and try again.” I used to work tech support so I know the basics like on/off, uninstall/reinstall, make sure you have all updates etc. When I showed them the error now displaying they gave me instructions on how to repair over Bluetooth (facepalm). I tried and obviously nothing changed. So now I have a Fitbit that tracks nothing.   

[Roundtrizm]

I'm jumping on this too. A year and half old and randomly stopped tracking in my sleep. From the looks of everyone else's reply, we are S.O.L. on this expensive watch.