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Versa asks for PIN and not tracking heart rate

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‎07-06-2019 08:18 - last edited on ‎07-08-2019 09:12 by Fitbit Moderator

‎07-06-2019 08:18 - last edited on ‎07-08-2019 09:12 by Fitbit Moderator

For the past few days, anytime I touch my Versa screen, it makes me put in my PIN. It is not recording my sleep or heart rate. I just went for a bike ride and it recorded the ride but said that my BPM was zero. I have tried shutting it down and restarting a couple times but the issue continues. It seems like it might be an issue with the sensor which I have tried to clean. Any advice?

 

 

Moderator edit: format

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‎07-08-2019 09:11

‎07-08-2019 09:11

@Happy_Hiker I'm sorry for the late response. However, I would like to follow up on the issues that you are experiencing with your Fitbit Versa since it asks you for a PIN and it's not tracking your hear rate. By the way, thank you for troubleshooting this issue before contacting our forums.

 

I would like to know if it asks you to unlock your Versa using your phone. If so, please follow the steps that are listed in this post.

 

Regarding the heart rate tracking issues, please follow the troubleshooting steps that contains this help article. After this, monitor your Versa and see if the issues get fixed.

 

Keep me posted on the outcome! Smiley Happy

JuanJo | Community Moderator

Running with music makes you happy! Share Your Story

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‎07-09-2019 06:55

In response to JuanJoFitbit

‎07-09-2019 06:55

The versa does not ask me to unlock my Fitbit using my phone, it just asks for the PIN on the screen of the device. It unlocks but as soon as the screen turns off and I wake it again, I have to put my PIN in again. 

I have restored my Versa to factory settings and have also done everything in the article regarding the heart rate issue (the heart rate date feature is on) and it has not changed anything. Also, my top right button is not working at all now. 

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