Versa 2 stopped tracking my heart rate and sleep data

[albrightrachel4]

I'm having an issue with my Fitbit Versa 2 where it's no longer tracking my heart rate and sleep. I read some of the other suggested articles, and I found that the 'green light' was no longer on. I tried the following things:

1- Cleaned the sensor with a cotton swab
2-Restarted the device 4 times
3- Checked to see if the heart rate feature was toggled on (it was)
4-Toggled the heart rate feature off, synced the device, toggled the feature to on, and synced again
5-Used the shut down feature, connected to the charger, and turned back on
6-Tried restarting again
7- Disconnected the device from my app and did a complete factory reset.

None of these steps fixed the issue. I usually only do light activities wearing my Versa and don't tend to get it wet at all. I take it off for showers and things like that. There is no visible external damage. This issue has only started 24 hours ago. 

[MarreFitbit]

Hi there, @albrightrachel4. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Versa 2 is still not tracking your sleep and heart rate data. We're here to help! 

I've seen you contacted our Support Team just right after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

[Kaitymd]

I am having the same issues as the original poster, heart rate data hasn’t been syncing since Monday morning and no sleep data since Tuesday 

[SunsetRunner]

I’m having the same issue, this is not the first time this has happened, the last time it happened I tried all the recommended fixes and nothing worked, after a week or 2 it started working again.

[Skiocat]

Same here. Did all of the resets, etc. Thought the heart rate monitor was working but turns out it it 'stuck' at 76 BPM, no variation. Is fitbit trying to get us to get a new device?

[Teresag22]

Mine is the same! 

[amacherz]

Also having the same issue! Since Feb 10, no heart rate or sleep data. Yesterday I did all the resets (except factory) and it seemed to fix it, but again today no sleep data. Interestingly, it is picking up my heart rate now. I'll factory reset and see if it helps.... Frustrating, as I know the versa 2 isn't new, but I wouldn't expect this many of us to have the same issue. 

[RockWarrior]

Perhaps your team can publish the steps taken to resolve the original post. My wife’s Versa Lite is doing the same thing. 
RW

[albrightrachel4]

They just offered me a discount on a new fitbit so that was the only solution I suppose. No idea why this seems to be happening to multiple people. Definitely odd. 

[Skiocat]

No resolution.  I'm a bit suspicious that many people are having similar issues that all started at about the same time. My Versa 2 was old and needed to be replaced anyway...probably the intended outcome!Sent from my Verizon, Samsung Galaxy smartphone

[Jjann]

I have the same issue with my versa 3. Tried all those steps. It stopped reading Monday. Tuesday it only had steps. No heart rate, no sleep data. 

[Teresag22]

I have been in touch with Fitbit and they are sending me a replacement. Worth a try!

[hillml1129]

How old was your versa that they were willing to replace it? I'm getting nowhere fast

[JTAWS]

I am having the same issue. Tried the trouble shooting. Done the resets etc but not back on. 

This is now my 3rd versa 2. It seems like there is a small lifespan for them. 

For all of us to have the same issue shows there's a common fault, having to buy a new one isn't a sufficient response.  

Can fitbit reach out. 

[amacherz]

This is the solution they offered me as well... Went with a charge 6