Versa 3 heart rate and clock face issues

[GraceC.]

Please help!  I have a Versa 3; and for some reason, my heart rate is no longer syncing.  😞

Also, the display on face seems to have changed - How do I get face display to always show date, time, steps, heartrate and calories?  

-Grace C.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @GraceC.. Welcome to the Community Forums. Thanks for the details provided in your post about the issues with your Versa 3. I understand how you must be feeling. 

Is the heart rate the only data that won't sync to your Fitbit app? If so, to address both issues, heart rate and clock face, please restart your Fitbit device as suggested here How do I restart my Fitbit device? If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

Hope that helps. 

[GraceC.]

No; not helpful. I tried restarting my Versa 3, 3 separate times and my HR
STILL doesn’t sync and my clock face display keeps changing. Very
frustrating.

Please advise.

-Grace C.

[MarreFitbit]

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

To better assist you, may I know if your Versa 3 does vibrate when trying to perform the restart or whenever you connect it to the charger? If so, as our last resort, I suggest to perform a factory reset by following these steps:

1. Don’t plug the Fitbit device into the charging cable. 
2. Press and hold the button for about 8 seconds until the screen turns off. 
3. After the screen turns off, you’ll feel a short vibration:
   1. When you feel the vibration, release the button and immediately press and hold the button again.
   2. Wait until the blue logo appears, then disappears:
      1. Immediately release the button and then immediately press and hold it .again, until you feel a vibration.
      2. After you feel the vibration, release the button. 
         • This vibration indicates you started the factory reset. 
         • After the Fitbit logo appears, the Fitbit device shows the image with the phone icon and setup indicator. 

Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account, your applications, alarms, etc. 

Hope this does the trick. 

[GraceC.]

MarreFitbit,

Yes, the Fitbit dies vibrate when I restart. Still same problem, though.
I will try factory reset and get back to you.

[MarreFitbit]

@GraceC. Sure thing! 

I'll be around if you need further assistance. 🙂

[GraceC.]

Are you available for a phone chat? It would make things so much easier.

Grace

[MarreFitbit]

@GraceC. 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. 

[GraceC.]

I am so very frustrated and disappointed with Fitbit and you! I have had
this problem for some time and my reaching out has STILL yet to be solved.
PLEASE, what is the number I can call to get immediate assistance? This
online chat is not working for me.