Versa 2 stopped tracking my heart rate and sleep data

[LauraR20]

I noticed yesterday after not wearing my watch for a week that it is no longer tracking my sleep. And my heart rate is always 110.

Anyone else having this problem?

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @LauraR20. Thanks for the details provided in your post about the issue with your Versa 2. I understand where your concern is coming from. 

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? 

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.

[paintballguy14]

i have tried this for the last 20 minutes and still nothing could my watch just be broken?

[MarreFitbit]

Hi there, @paintballguy14. Welcome to the Community Forums. 

As a first approach, I'd like to ask if your Fitbit device has been properly setup to your Fitbit account? Keep in mind that if it's not, this would prevent your Fitbit device to provide you with all your data, including HR and sleep stages. 

To make sure your Fitbit device is paired (and syncing), go to your Fitbit account, tap the Today tab > your profile picture > your device image. 

If your Fitbit device is not paired, see How do I set up my Fitbit device?. Once you manage to pair your Fitbit, I suggest to test it the next couple of days so you can start receiving your sleep data. 

Hope this helps. 

[ckirwin56]

I tried this as well as full factory reset.

heart rate is now not registering at all and sleep isn’t measuring.

ive been a customer for over 10 years and with issues as of late I am strongly considering a switch to another platform. Please let me know how you can assist resolving this, with some response beyond keep hard resetting.

[MarreFitbit]

@ckirwin56 I appreciate you had followed the tips and recommendations provided above. I understand how you must be feeling. 

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.