Versa deleting active minutes

[StephanieJayneP]

Hi there

I've recently moved over to a versa after having the ionic and charge. The versa looks better but I've had nothing but problems since purchasing. 

My most recent issue is with the active minutes. I understand how they work with your heart rate etc. My problem is the versa will show up say I've done 48 active minutes - which is correct as I always check my heart rate on my walks. And then when the versa synced with the app, the active minutes do not show in the app, are not on my dashboard and are wiped off my watch which goes back to 0 active minutes.

The first couple of times I let it slide. But now it's happened too many times to count. I've restarted the watch, logged out of the app, updated the app. And still nothing? Can someone please help me? I'm losing my mind I've spent £230 on this and spent £300 on my ionic. I never had a problem with my previous fitbits. And I've been with fitbit from the start. But this versa has caused me nothing but grief. I feel like sending it back as it's less than a month old. And I'm considering going over the samsung watches. Why has fitbit gone downhill and glitchy all of a sudden?

Moderator edit: subject for clarity

[LiliyaFitbit]

Hi @StephanieJayneP, it's nice to see you again in our Community Forums! I am sorry for the delayed response. 

I appreciate your participation in the Forums and sharing your experience with your recently purchased Fitbit Versa. I totally understand how you are feeling as you like the look of the Versa and would like to keep working on your goals with this device. Thank you for sharing the details of the issue you're experiencing with your active minutes being deleted. I appreciate your troubleshooting efforts and will be glad to investigate. I would like to confirm how do you track your exercises and if you manually log your activities? Manually logged activities override your device's data and could be the reason why you see your active minutes disappear, this can occur if what your watch recorded was more intense than what you logged. 

Looking forward to your response!

[arivers]

I have also run into this issue lately.  I went for an 90 minute walk, it displayed in the app and on my Versa, then suddenly, 0 minutes.  In that 90 minute time frame there are just a bunch of dots for the heart monitor display.  This has happened several times in the last few weeks. I have the google pixel 3  - if that information helps. But I tried all the steps that Stephanie had, restarting phone / Versa / clear out the fitbit app cache.  Nothing brought back those active minutes. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @arivers.

Thank you for joining the thread and sharing the details of the issue you're experiencing with your active minutes disappear. I appreciate your troubleshooting efforts and providing the additional details. I would like to confirm if you manually log any exercise or if you have any third party app connected to your Fitbit account? I also recommend checking the steps from this help article as you mentioned that the heart monitor was showing dots during your walk: Why don't I see my heart rate on my Fitbit device? This article may contain the steps you tried already, but you can skip them and proceed with the rest.

Please keep me posted.