Versa 2 stopped tracking my heart rate

[chemrules]

My heart rate monitor stopped working.  I have tried the recommendations with no luck.  Cannot locate the "back" button to reset.

Help!

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@chemrules, welcome to our Fitbit Community! I'm happy to assist you with your Fitbit Versa 2 since it stopped tracking your heart rate. By the way, thank you for troubleshooting this issue before contacting our forums.

In order to avoid providing the same information, I'd like to know what troubleshooting steps you have tried.

In the meantime, please try the troubleshooting steps that are listed in this help article. This article contains steps that you already tried but you can skip them and proceed with the rest.

Regarding your inquiry, the back button is the one on the left of your watch.

Keep me posted on the outcome.

[chemrules]

Thank you for your response. With regard to the article you referenced:

1. On the device - in settings, heart rate is checked (I only have 5 apps
checked).

2. When I follow the fitbit app directions, I see that I do not have
heartrate as an app. I guess I deleted it - do not know when, how or why.
I restarted my watch, but not change. Still see the red heart with no data
beside it.

Any thoughts or further suggestions?

Maureen

[JuanJoFitbit]

Hi @chemrules, due to the recent events, I apologize for the delayed response. However, I appreciate your response and the time spent trying the steps recommended above.

I'd like you to try one more workaround which has been helpful for this type of issues. Please try a factory reset. To do so on your device, follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, monitor your watch for the next 24 hours and see if it tracks your heart rate properly.

Let me know how it goes.

[Shazzee66]

It's the button on the left side of the watch face.

This didn't work for me.

Moderator edit: merged reply

[JuanJoFitbit]

Hi @Shazzee66, thank you for joining us in this thread. Since the issue persists, 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 and our Support team will be happy to follow up and assist you accordingly.

I'll be around if any question arises.

[Shazzee66]

I clicked the link and signed in, it took me to the fitbit home page, then I clicked "support" and then got a message that says that "trail doesn't exist anymore"...

[JuanJoFitbit]

Hi @Shazzee66, thank you for getting back.

I have corrected the link, please try one more time  I'm sorry for the inconvenience.

Let me know if it works.