Versa 2 stopped working

[devonjames]

I got my versa 2 in December and since May it hasn’t been acting right. First, my steps would reset in the middle of the day. Eventually it fixed itself after about a week. But now it has stopped tracking my sleep cycle and hasn’t been recording data since June 6. I have shut my versa down, logged out of my account to reboot, and deleted apps. Nothing seems to be working. In setting on my watch I can’t even open up the sleep settings tab, it has gone gray. Furthermore, my watch doesn’t remind me to move anymore. I am not as concerned about that issue as I am with the sleep tracking, though; which is a main reason of why I bought this watch. The sleep tracker is essential for the health of my mind and body and desperately need to fix it! Please help! thanks 

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there @devonjames, welcome to the Community Forums. I'm sorry to hear that your Versa 2 stopped working right. Thanks for the details provided in your post and for taking the time to troubleshoot your watch prior to posting here, I'll be glad to help you.

As a first approach, I'd recommend restart your Versa 2 as described here: How do I restart my Fitbit device?. The restart will help to refresh your watch internally and correct discrepancy with your overall data.

Then, I'd like you to please confirm that the heart rate settings on your watch is "On". On your device, open the Settings app > Heart Rate > tap to turn the setting On.

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.

[devonjames]

Hi again, just writing to update that my watch still isn’t working. I have turned the heart rate on and off, restarted my watch at least two times a day this last week, fully charged it everyday, and have even wore it tighter on my wrist during sleep to make sure my heart rate was detectable and still it won’t track my sleep. I’m not sure what is going on still and I am hoping there is something I can do before returning it. Thank you for your help!

[MarreFitbit]

Hi there @devonjames, I appreciate you've taken the time to follow the tips and recommendations I provided. Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you as soon as possible since our support options are limited and wait times are longer than usual.

I'll be around if you have any questions present.