Versa 3 not tracking data

[EddR1234]

My Versa 3 has stopped working (ironically just as I received an email recording my 7 years use of Fitbit devices). It will charge and connect to the dashboard and my phone but doesn’t record data. For instance, it recorded the fact of a walk which I took last week, but my step count for the walk was 0. Similarly, the watch has recorded no sleep data and no heart rate information recently.

I have been in touch with Support and they said they would get back to me within a day. They didn’t do so and I chased them. They then said that the matter has been passed to a special team. They can’t give any indication of how long it might be before I hear anything.

The device is less than two years old.

i was wondering whether anyone else has had a similar experience? Support has always been very effective in the past and I wonder whether this is an indication of what to expect since the transfer to Google? Perhaps the time has come for a transfer to an Apple Watch. Interested in any views!

[Guy_]

Hi @EddR1234 - just to make sure there's watch problem, when you start the Today app from swiping the watch face left, do you see normal heart rate and steps?

If that is working correctly it may just be a syncing issue. In which case logout of the Fitbit App and in Android clear the storage cache and force stop it before restarting both watch and phone.

See Why won't my Fitbit device sync?

[Simone37]

I have had a similar problem with my hear rate tracker not working for the last few weeks. I cannot turn it on on the settings on my watch.

it is counting steps.

[Guy_]

Hi @Simone37 - if you have a Versa 3 heart rate is always on, there is no setting for that.

However swipe the watch face to the left and select Today to check if HR is showing there.

If not try a restart by holding the watch button for 10 seconds till it blanks or vibrates and wait for the logo to appear and for it to start.

If there is a problem with the clock face try changing to another one.

[EddR1234]

Hi and thank you for your response.

The watch is not recording heart rate or any other measures. No information is shown in ‘Today’, on the dashboard or in the app.

It is still connected to my phone and I have changed the clock face but that has not helped.

I have tried resetting the watch but that hasn’t helped and I still haven’t been contacted by Support.

I wonder what experience other people have had of Support recently?
Sent from my iPhone

[Guy_]

 @EddR1234 - if when you swipe the watch face to the left and select Today app and no values show (provided you asked fo them) then the watch has a serious issue.

You could try a factory reset (not without risk of failing) and you can always chat via the Fitbit App, Help & support section, Contact Customer support.

[EddR1234]

Thanks, Guy. I contacted Support last week but they haven’t got back to me yet and I wondered whether other people have also had this experience with Support?

I agree, there does seem to be a serious issue here…
Sent from my iPhone