Versa 2 stopped tracking my heart rate and sleep data

[Annettedawe]

My Versa has heart rate shows as “- -”

It has stopped tracking my sleep as well. 
Steps I have tried:
1. Reboot many times

1. Checked settings to ensure HR is turned on
2. Removed and reinstalled app
3. Switched arms
4. Factory reset. Looks like I’m not alone in this issue. Is there a recall on the device?

What’s my next move?

Moderator Edit: Clarified subject

[MaheshG]

I tried to contact their helpline.
But didn't work.

[MarreFitbit]

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

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. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa'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 active minutes are also calculated by your heart rate.

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.

Hi there, @MaheshG. Welcome on board. 

I've seen you managed to get in contact our Support Team after posting here and they've already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.

[Annettedawe]

Thanks for the added steps, I gave that a try. Still no heart rate. The
lights on the back of my device don’t light up either. Looks like I’ll need
a new device.

Annette

[tripplec]

Marre, I have done a factory reset twice with the mandatory updates you can't avoid. My versa 2, after restarting, will count my bpm fore a couple minutes then it just sticks on a number. It shows that bom number ever after taking off my watch and leaving on my dresser. Until I restart, then it works for a couple more minutes.

[Maxine21.]

I have exactly same problem in last 3 days. Tried everything. Total frustration.

[Maxine21.]

Exactly same problem. No lights at the back. Such a shame and waste of money. I enjoyed using my Versa2 as well

[Maxine21.]

Seems a shocking waste of Money and the environment. Maybe best to buy an Apple Watch in future!

[Maxine21.]

Exactly same problem…BPM stuck at 88 not moving at all n still no sleep data. Now it’s blank again and no lights at back!

[Annettedawe]

So very frustrating. I love my Fitbit, and don’t really care much about the
sleep score, but I got this device specifically for heart rate tracking.

Looking at other devices/brands now.

[Rlynn18]

Same here. I am so mad about this update. I refuse to buy a 3rd Fitbit. Our whole family uses Fitbit, time to try something new. 😡

[tripplec]

My versa has sat on my dresser for days showing 105 bpm. I have done not one, but two factory resets. Let us know when the software is fixed so I can start wearing it again. Thanks.