Versa Lite won't count steps or track heart rate

[shayannebre]

I went to the beach the other day and waded in the water with my FitBit on. I've swam with it on in the pool many times before, and it was fine and working properly. I even asked my dad, who has a versa, if his was fine after swimming in the ocean; and he said yes, so I figured mine would be okay. After just 5 minutes of wading, it shut down. I put it on the charger, and 2 days later it started working again! But it won't count my steps or track my heart rate, even after restarting it. Is there any way of getting it to work normally again?

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @shayannebre.

I appreciate your participation in the Forums and sharing the issue you're experiencing with your Fitbit Versa Lite after swimming with it in the ocean. Thank you for your troubleshooting efforts. I understand that your watch is working now, but it doesn't track your steps or heart rate. 

Since the issue persists after you've done a restart, I recommend doing a factory reset. Please note that you'll need to reinstall any apps on your device after the reset, and if you couldn’t sync your device, then any data on the Fitbit device will be lost. In order to do the factory reset, please follow the steps from this help article: How do I erase my Fitbit device?

You can confirm the complete troubleshooting steps to resolve the issue with heart rate in this help article: Why don't I see my heart rate on my Fitbit device?

Let me know how it goes. 

[shayannebre]

Thank you so much for the suggestion! Although I did factory reset my
FitBit, it still won't count my steps or track my heart rate,
unfortunately. What do you suggest me doing about it now?

Thanks again for your help,

Shayanne

[Topherlmf]

My Fitbit Versa also stopped tracking my heart rate 4 days ago (Sept 2 2019) I did get water on it when I was washing the dishes a few days prior, but I have done that several times before & it's supposed to be water proof, so I don't understand. I've had problems with this Versa since day 1. I've been a loyal Fitbit customer since 2014 but I really wish I had just gone with Apple 😞 

[LiliyaFitbit]

Hi @shayannebre, thank you for your reply. It's nice to see you again in our Community Forums, @Topherlmf.

@shayannebre thank you for your efforts. Since the issue persists, I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

@Topherlmf thank you for joining the conversation and sharing the issue with your device. I'm sorry to hear about your experience, I totally understand how you are feeling as you've been a loyal Fitbit customer. Upon checking with our Support team, I was told that you have already contacted them and that they were able to help you. Thank you for your time and efforts. 

I'll be around. 

[shayannebre]

Oh no! I'm sorry that your FitBit isn't working properly, either. I've been
a faithful FitBit member for years now, too! I hope you get everything
settled soon!

Sincerely,
Shayanne

[shayannebre]

Thank you so much for all your help so far! I truly appreciate it (:

-Shayanne

[LiliyaFitbit]

Thank you for your reply, @shayannebre. I am sorry for the delayed response.  

I appreciate your time and feedback. Thank you for being a Fitbit customer. I am sure our Support team will do their best to help you, please keep working with them.  

Let me know if you have any questions.