Versa 2 stopped tracking my heart rate and sleep

[Meira3]

My Versa 2 has stopped tracking my heart rate and sleep.  How do I get that functionality back?

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @Meira3, welcome to the Community Forums. Thanks for letting me know that your Versa 2 has stopped tracking your heart rate and sleep data. I'll be glad to help you.

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. 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.

Let me know if the steps provided work, I'll be around if you need further assistance. 

[Meira3]

Sorry, none of this worked. What is your next suggestion?

[MarreFitbit]

Hi there @Meira3, thanks for the update. I appreciate you had followed the tips and recommendations provided above. Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you have any questions, don't hesitate to let me know.

[Meira3]

Thank you for your help.  Support has already contacted me and we're working on this.

Diane 

[MarreFitbit]

Hey @Meira3, you're welcome. I'm glad to hear they are already working with you. 😉

I'll be around if there's anything else I may do for you in the meantime. 

[ToriLori]

Hi there!

i also am having this same problem. My versa suddenly stopped tracking sleep and heart rate. It started up on its own for one day and then stopped again. I tried the above trouble shooting option but this did not work ☹️ Any suggestions?

[MarreFitbit]

Hi there @ToriLori, welcome on board. 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. I'd suggest to share this community link (thread) so our Support Team can be aware of all the steps you've done already, this way you can also avoid repeating yourself again.