Versa app not registering heart rate

[Mandy1671]

Hi, hope someone can help 😊

My versa has stopped registering hr on my app. It's turned "on" on my device and working but when it syncs with app all other info appears apart from heart rate... It says "no measurements"

I've tryed turning both my phone and device off then on, rebooting etc. I've gone onto app but cannot find the heart rate (auto or always on) option? Please help x

[SunsetRunner]

Hi, do you mean that on your Versa HR is showing but in the Fitbit app not? If yes, try this:

1. Before doing these suggestions do not remove or unpair your Versa from the Fitbit app.

2. close the fitbit app on you phone and deinstall it

3. restart your phone and enable BT

4. reinstall Fitbit app

5. Sync your Versa with your Fitbit app and see if the problem is solved.

BTW, is the green light on the back of your Versa functioning? 

[Mandy1671]

Hi, thanks for your reply. Will give that a go. What is BT?

[SunsetRunner]

BT=Bluetooth.

[Mandy1671]

Yeh, I've done all that. Bluetooth on too. Still not working 😩

[SunsetRunner]

Hi, I flagged your post to the Moderator team so your problem will be brought under their attention. Hope that you will hear soon form one of them!!

[Mandy1671]

Oh that's brilliant thankyou

[AlvaroFitbit]

@Mandy1671 A warm welcome to our Community!

I will gladly assist you with your missing heart rate and thank you for troubleshooting this issue. I suggest you actually log out from the Fitbit app, restart your phone and log back in. I would also like to clarify that the Versa heart rate settings are handled directly from the device not from the app. Finally if the issue persist you could try setting up the Versa again on your account as a new device.

@SunsetRunner thank you so much for your help in this thread.

Let me know how it goes.

[dachshund512]

I've done all these things yet the HR graphs won't show in my fitbit app. It only says No Measurements. My device shows the current HR and my online dashboard showd the HR graphs but not the app.