Versa 2 stopped tracking my heart rate and sleep data

[AlexisRoss]

I actually have a fit bit versa 2 . My problem is . About 3 days ago my fit bit completely stopped tracking my heart rate and sleep all together . I have factory reset and I have repaired with my phone . What do I need to do . I’m thinking about just buying a new fit bit cause this is so annoying . 

Moderator Edit: Clarified subject

[Guy_]

If you do a factory reset it becomes a new watch and needs setting up like the first time you bought it so the Fitbit App can install the latest firmware and settings etc. If that hasn't been done, it is unlikely to work.

[AlexisRoss]

I have already done that 

[Guy_]

The only thing to check is that the Settings Heart rate is set on.

If so, probably best to contact Fitbit Support directly. They may be able to help you.

[MarreFitbit]

Hi there, @AlexisRoss. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. We‘re taking into consideration your comments and sentiments with regards to our products and services.

In addition to the steps you've done, 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? 

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.

If after following the above steps your watch is still not tracking your heart rate, as @Guy_ suggested, 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.

[AlexisRoss]

I have done all of this . It is still not working . 

[daisylparker]

I am having the exact same problem, since Friday afternoon. I have tried all of the steps above countless times yesterday and today, and it’s still not working. 

[MarreFitbit]

@AlexisRoss @daisylparker I appreciate you had followed the tips and recommendations provided above.

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.

[TammyCarron]

I have the same problem. I have done all of the above and it is still not working.