Versa Lite condensation - Not working

[MarriM]

Last Thursday, I had an intense workout with my trainer. Normally, I burn 500-600 calories with him during a 50 minute session, but it only read 268. I also noticed that it didn't calculate my heart rate. Over the next few days, it worked intermittently. The battery also stopped holding a charge. A full charge used to last a few days and now it barely lasts one day. 

Yesterday, it completely stopped working. The logo just kept flashing on the screen. It hasn't measured my sleep data, it will count steps for a while and then stop, and still no heart rate data. It will track the length of time for a workout but it doesn't collect other data. The screen went black and I had to reset th he clock face just to see the time. 

When I took it off yesterday, i noticed condensation on the sensor. I have never gotten my watch wet nor submerged it in water. It must be sweat. It is truly unfortunate that a fitness watch stopped working because of sweat. 

I've seen other people post about this and it seems that the only fix was to get  a replacement. I've only had my Versa Lite for 3 months. I would appreciate any assistance someone could offer. I can also share pictures of the watch of necessary. 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @MarriM, welcome to the Community Forums!

Thanks for bringing this to our attention and for the details that were shared in your post. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. If possible, please send me a picture of your Versa Lite showing the condensation that's inside so we can move forward.

Looking forward to your reply.

[MarriM]

 

[MarriM]

 

[MarriM]

Hi Ricardo,

Thank you for your response. The watch is not holding a charge at all.  After it's on the charger and says 100%, I take it off and the clock screen doesn't work. The green sensor on the back flashes intermittently, but the watch is not collecting any data. The battery dies within a few minutes of coming off of the charger. 

[MarriM]

@RicardoFitbit I am writing to circle back on this. I have sent a number of replies and haven't heard back. At this point, I have not been able to use my Fitbit for an entire week and thus have not be able to track any of my fitness activities. 

I hope to hear from you soon.

[RicardoFitbit]

Hello @MarriM, thanks for your updates. My apologies for the delay in responding your post.

I appreciate the details that were shared with me, certainly, your Versa Lite isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.