Versa Lite not recording pulse OR giving totally inaccurate reading

[Carleighk33010]

Ive had my new Versa Lite for less than a month, and in that time, this issue has occurred a few times... It will give me a unrealistic pulse reading ( I.e. a BPM of 93 when I'm in bed with NO activity, and I can clearly feel my pulse is NO way near that ) and then, it will just stop working and show two dashes on the screen ( it does the same if I have any kind of HR app open too). 

Now, the first couple times it seemed to right itself out, or if I restarted the watch, it'd fix it. However, this time, neither of those two solutions have sufficed.

Ive also tired restarting the watch (and app, even though the app isn't the issue) and resyncing , as well as making sure my hr monitor is on in the app (it IS). The HR sensors ARE ON on the back of the watch and I don't have anything on my arms/wrists that could possibly disrupt the sensors.... I hope this can be resolved, because one if the main reasons I wanted a fitbit versa (lite) was FOR the heart monitor function! This sucks!! Please help!!

[DavideFitbit]

Hello @Carleighk33010, welcome to the Community forums. 

Thank you for all the information you've provided about the trouble you've experienced with the heart rate information not being accurate and for sharing the steps that you already tried. 

I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

Let me know about te outcome. 

[Carleighk33010]

Thank you for the response. My Versa Lite is *still* experiencing this
issue, no idea why, especially since its so new...
I have a heart condition, so my *main* reason for purchasing my Versa
Lite was to easily monitor my heart rate at all times; this has become VERY
difficult to do, given the constant inconsistency and inaccurate readings
that it's been giving me!
I am positive its NOT my heart for two reasons: I can physically *feel*
my pulse with my fingers and it does *not match* the Versa's reading, and
secondly, I have another activity/heart rate tracker (a watch- of a
different brand) and *it* can read my pulse *accurately* ( I've been
wearing them *both, *one on each wrist, in order to get a better, more
accurate reading- it looks ridiculous, but unfortunately, it's been
necessary due to my Versa Lite's inability to read/sense HR as it *should.*)
I don't shower with it on or anything and haven't gotten it wet (except
when washing my hands, in which instance, i always promptly wipe it dry), I
know that this shouldn't matter or make a difference due to the Versa's
"water-resistance", but I thought I would mention this fact anyway.

I *really *like my watch, and other than this issue, its wonderful. I would
really appreciate a solution as soon as possible; this watch can be (and
*was*) of great assistance to me in keeping an eye on my heart condition,
so it is much needed!

Thank you for your time and assistance,
*Carleigh K.*

[DavideFitbit]

Thank you for your reply @Carleighk33010. 

Could you please confirm if you've received a reply from the Customer Support team about this? 

If you're still not able to see their reply, make sure to check on your spam folder as well. 

Keep me posted. 

[Jmclaughlin]

I am also having the same problem with the versa lite not tracking my heart rate correctly. Has there been any new information on this?