Versa 2 won't track my heart rate

[AlishaJW]

I have tried restarting my Fitbit, syncing, updating the app, updating my iPhone software and restarting again. Nothing has worked. It has not tracked my heart rate (or sleep, stress etc) for over a week now, and I can’t get a reply from Fitbit via email. 
please help 🙂 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @AlishaJW. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. I understand how you must be feeling.

It seems like the heart rate setting is turned off. Keep in mind that you must see sleep stages in order to see your sleep score information and in order to see sleep stages you need to get accurate heart rate reading. 

With that being said, please try the steps below:

• 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 2. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa 2'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.
• 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.

Hope that helps.

[Ilse_dutch]

Same for me!! Since app update on Thursday! No LED lights on the back anymore, no heart rate and sleep registration. Tried everything: restart watch, phone, sync, on/off, reinstall app etc etc! Until app update never a problem with the watch.

[BertIsWatching]

Yep, same here. Experiencing the same issue. Have tried all the 'solutions' mentioned above and more (including a factory reset). Please fix this asap. I haven't been able to see heart rate options since the last update. This can't be a coincidence, too many ppl are experiencing the same problem(s)..

[GenelleT]

I tried what you suggestedseveral times. It's not working. the green light at the back is no longer blinking. Further more, the battery no loonger last as long as it use too. I may get 36 hours of charge at best. Do you have any other suggestion?

[MarreFitbit]

@Ilse_dutch @BertIsWatching @GenelleT I appreciate you had followed the tips and recommendations provided above.

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.

We hope your issue is solved soon. 

[AlishaJW]

Hi Maria, 

Thank you for your suggestions. I have followed the instrcutions above, and i am still not getting any HR monitoring. 

The light at the back of my watch is also not turning on. I have only had this fitbit for 13months and it now does not hold charge either. What is the warranty?

Kind Regards,

Alisha 

[MarreFitbit]

@AlishaJW I appreciate you had followed the tips and recommendations provided above.

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.

We hope your issue is solved soon. 

[BertIsWatching]

Hi,

At first, I thought it was my phone/pc, but that link is forwarding me to an empty page. When I click on 'get supported' I get this page. 

It's the same on my phone, PC. I have tried both Chrome and Firefox (and incognito mode..)

This doesn't really look great when it is soo hard to find help..

[MarreFitbit]

@BertIsWatching Would you mind trying here https://myhelp.fitbit.com/s/support?language=en_US?

Hope it works this time! 

[HrRip]

I myself have had the same issue. After the last update my heart monitor and sleep stages doesn't work. Did factory reset several time as well as deleting the app and reinstalled it on my phone. Still noting... called fitbit they offered me 35% off on a new tracker since the warranty expired 😒. Why would I want a new one when Versa 2 was working fine before the last update. 

[Ilse_dutch]

Hi Maria,

I had contact with Fitbit via Twitter. Solution was to buy a new watch?! The watch is not the problem, you have a bug in your app update that caused all these problems I have (and a lot of other people have experienced the same)!

[HrRip]

I called and let them know that I was not the only person with this issue since the last update. No I'm sorry just the only thing we can do for you is 33% on a new device. Looks like they are trying to force us to purchase new equipment. This is my second fitbit. My first was a charge 2 same thing happened heart rate lite stopped working. Fooled me once. Upgraded to the versa 2 worked fine till update. Not fooling me this time. Hopefully they fix this issue soon.