Versa 2 stopped tracking sleep and heart rate

[ferdoud]

So my versa 2 suddenly stopped tracking sleep and heart rate starting Thursday.  I tired multiple reboots, remove device and re-add it and finally performed a factory reset on it without any success.   I also noticed that the light is not either.    I turns on for a second after a reboot but then it is never on, please help!!!

[ferdoud]

Anyone I also tried cleaning it still nothing!!!

[LiliyaFitbit]

Welcome to the Fitbit Community, @ferdoud.

Thanks for the details shared in your post and for already trying to resolve the issue. You can confirm our complete troubleshooting tips in What factors can affect my heart-rate reading on my Fitbit device? I understand how you are feeling and recommend getting in touch with our Support team so they can evaluate your device's behavior and help you with this matter. Click here to get connected with them via chat or phone.

See you around.

[ferdoud]

Hi @LiliyaFitbit.   This blows customer care they cannot do anything and offered me a discount towards a new Fitbit, why would I spend another $200 on another device that would only last a year and a half. Just lost a customer.   

[Connormunro]

I have had the exact same problem for a month now. 

[ferdoud]

@Connormunro what options were you given?  Can’t see myself another $170 for something Fitbit is not willing to stand behind after - year and a half!!

Moderator edit: format

[LiliyaFitbit]

Welcome to the Fitbit Community, @Connormunro. Thank you for your reply, @ferdoud.

@ferdoud I appreciate the update, I understand how frustrating this is for you. I am sure our Support team tried their best to help you, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I appreciate your understanding.

@Connormunro Thank you for joining the thread and sharing that you're experiencing the same issue with your watch. I would like to confirm if you've tried to restart your watch and follow the rest of the instructions in What factors can affect my heart-rate reading on my Fitbit device? For information about tracking sleep, see How do I track my sleep with my Fitbit device?

Hope this helps. 

[ferdoud]

They didn’t try anything @LiliyaFitbit 

After reviewing your account, we see that your device is no longer in the warranty period, and therefore isn’t eligible for replacement. For more information about our warranty policy, visit fitbit.com/returns.

We want to keep you in the Fitbit family and working toward your goals. Please accept a discount toward the purchase of a new device on fitbit.com.

[Lemon11]

I've also had this issue since June 24th. Got the run around from support and did everything including a factory reset. Only option is to buy a new one as it is 17 months old. I expected it to last longer than this so I'll be looking at other options.

It looks like fitbit versa 2's are having major issues lately especially with the update. I am thinking this is a move from the Apple playbook and they are slowly forcing upgrades. 

[EmmaBy]

I believe it is a software glitch as a lot of people are having the same problem. Mine suddenly stopped doing HR and sleep score a week or 2 ago. Hopefully the next update will Fix it

[ferdoud]

@EmmaBy but the light doesn’t even turn on!!

[EmmaBy]

I’ve fixed mine now. The HR setting on the watch itself had accidentally been switched off. If the HR isn’t on, you get no sleep score

[ferdoud]

Thank you @EmmaBy I have tried all of that.  

[Jax1374]

I am having the same problem. Not tracking heart rate or sleep! Has been doing this since the 17th ofJuly. Already onto my 3rd fit bit versa in 20months! 

[jomcd67]

This happened to me too about a week ago.. tried everything from factory resets to removing and reinstalling the device on my iPhone. Do we know what the issue is? Mines still under warranty so I’ll call them tomorrow. Must say though I have been looking at the Apple Watch. I’ll see what happens tomorrow after my call

[ferdoud]

@jomcd67  Yes do call them or chat with them to get a replacement.  Since my device was out of warranty I was offered 35% off for a new device, so instead of buying something that would break right after warranty I bought an Apple Watch!   Fitbit is not standing behind their products so I am done!!

[Lemon11]

I was only offered 35% as well. I definitely won't be getting another one so researching my options now. I have a Samsung phone so don't think apple watch will work nicely for me. 

[saraht7]

I got a replacement when the HR died on my first versa (after only 13 months) and they back-dated the “activation date” on the replacement they sent me to the date I purchased my original versa; so the replacement isn’t even under warranty.. and the HR just died on the replacement versa 13 months after having it. So it’s not even worth the hassle to fight for. Just get the Apple watch! 

[JR126]

I had the same response a few months ago.  I received a this watch for Christmas 2019 so just less than a year and a half.  It's my third or 4th fitbit. None of them have lasted much past the warranty. As for the HR issue, it seems to be pretty common. Very disappointing!

A Garmin is looking pretty good! 

[JR126]

My husband has a samasung watch. He paid quite a bit for it, really likes it and has had it for over 4 years! Definitely worth looking into!