Versa 2 stopped tracking my heart rate and sleep data

[Hayden21]

My Versa 2 stopped tracking heart rate data suddenly last Thu, hasn't tracked sleep or heart rate since. I rebooted the device, how can I get this fixed? Should I do a factory reset? 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Hayden21. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. 

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.

[KateV302]

This exact thing happened to me too over the last couple days. I tried your above suggestions and it didn’t change anything. I thought it was because I hadn’t downloaded the update but now I have and it hasn’t changed anything. It isn’t tracking my exercise or sleep because the heart rate function isn’t working at all. 

[blacknblue]

Mine wouldn't work, I got a replacment.

[H.shanty]

The same thing is happening to me too! I tried these suggestions but the problem was not resolved.

[Gaz2711]

Mine has also stopped working, last data seems to be 24/11 on the app but I have been wearing it everyday?? Needs fixing!

[refrigeraptorz]

Same has happened to me. Last data is from 18/11

[ChoosingSummer]

I'm having the same difficulty as those above. I have followed the recommendations, with no change. So disappointed to have lost this feature, and the confidence in Fitbit as my wearable device.

[H.shanty]

After doing the troubleshooting with the Fitbit website, they said there was nothing more they could do. I've had my Fitbit for just under 2 years and the best they could do for me, is a discount towards my next purchase. NEXT PURCHASE?? How can I buy another Fitbit, now worried I will have to upgrade it in 2 years. I always cherished Fitbit but I will be moving on to something else. So disappointed, seeing that so many others are having the same problem.

[timon123]

Mine also stopped working at the end of September and my two year guarantee finished at the beginning of September this year, which means literally this watch is made to last exactly two years. 

Go a 35% discount if I want to get another one for the next two years..