Versa green lights aren't working

[VarunMand]

I just brought my new Fitbit Versa about 2 days back. Within less than 12 hours of operation, the heart rate sensor stopped working ( I mean the laser underneath the watch stopped beaming pulses). I initially thought maybe this was because I didn't have it on over night so it was some sort of energy saving mechanism. But later I went on the internet and tried to trouble shoot. Did the restart (the one where you press the button on left and right bottom), and it started working only to stop again since I removed it for a minute. Again did the restart and it started working for a while before stopping all together. Now as I am writing this post, I have restarted it for more than 5 times, did a factory reset, turned heart rate on and off from the setting for multiple times and been scouring the internet for like 2 hours with no luck. Such a disappointment.

And the worst thing is I cannot find their email address / telephone number. The only way I can find to get a quick response to to tweet. Why should I be joining twitter if I want to have a quick resolution? Why cant you have something like a live chat or an email. Pathetic customer service experience!!

Moderator Edit: Clarified subject

[Gwatson825]

Hi! I realized my that HR monitor stopped working on 8/18. I have rebooted, factory reset, turned the HR off then restarted, and it’s still not working. I’ve read all the posts for versa 2 that are in the same error type but nothing has fixed it.

[LizzyFitbit]

Hi @VarunMand and @Gwatson825. Welcome on board.

Thanks to both of you for the troubleshooting steps tried prior to posting, as well for the information provided about your watches.@VarunMand, I'm sorry for the inconvenience when trying to contact our Support team. This isn't the type of experience that we want you go to through and please know that your feedback will be passed along to improve our products and services.

Because the troubleshooting was exhausted, I've gone ahead and requested a case on your behalf so you can receive further assistance via email. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

By the way, I've moved your posts to this new thread to keep our forums organized.

I'll be around if you have another question.

[MegVersaLight]

Hi @LizzyFitbit I'm having this same issue with my Fitbit Versa Light - can you please advise next steps to get this sorted? Many thanks for your reply here, it's so helpful to get feedback and replies. 

Have a good one!

Megan

[LizzyFitbit]

Welcome, @MegVersaLight. It's nice to see a new face around the forums.

You're welcome and thanks to you for bringing this to our attention. Because your post didn't mention, please give a try to the following steps to see how your watch responds:

1. On your Versa Lite, swipe left and open the Settings app.
2. Tap Heart Rate and turn Off this setting.
3. Restart your watch to refresh its performance.
4. Turn the Heart Rate function back On.
5. Try wearing your watch a finger’s width above your wrist bone and keep me posted.
   

[Christian5260]

Hi I’ve also been having the same problem with my Versa 2, I’ve turned off the heart rate monitoring multiple times and hard reset it three times, and still does not track, and tried updating but no new updates, I was wondering what steps I should take from here. Thank you 

[MegVersaLight]

Hi Lizzie,
Thanks very much for the welcome and your reply and suggestion.
Apologies, I should have listed what I've already tried re:
troubleshooting. I've already tried the HR setting off / restart / HR
setting on approach, also tried shutting down for a while and then
restarting. Also tried both of these after fully charging the watch. Tried
the wrist placement you mentioned also, but no luck. Across all these
trials, there is not green light sensor from the back of the watch at all.

Please advise what my next step would be?
Many thanks!
Megan

[LizzyFitbit]

Hi @Christian5260. Welcome on board. @MegVersaLight It's great to see you around.

You're welcome! Thanks to you for your efforts and for letting me know what troubleshooting tips you've tried so far. I'm sorry the heart rate monitor is still not working on your watches and my best advice is to get in touch with our Support team so they can investigate on their end and bring you back on track. Please click here to get connected with them via chat or phone, and make sure to share all the steps you've performed as that will help them to evaluate your options.

Have a good one! 

[MegVersaLight]

Much appreciated, will do. Thanks very much Lizzy. Have a great weekend!

[LizzyFitbit]

Hi @MegVersaLight. I hope you're doing well.

You're welcome and thanks to you for taking my advice into consideration! I'm sure they'll be happy to continue assisting you the same way I will be if you need anything else.

Have a great weekend and see you around.

[04Dbacks]

Me, too!

no resolution!  FRUSTRATING! And, annoying. 
I’ve had 6 Fitbit Versas. No real problems. 
maybe I’ll get for a different brand watch…

[LizzyFitbit]

Hi there, @04Dbacks.

Thanks for joining this thread and the details provided. I'm sorry for the experience that you've had with your Versa and so we can work on this together, may I know if the green lights are also not turning on? Have you tried checking the settings and restarting your watch as suggested above? If not, I'd recommend trying those steps to see if that works on your watch.

[04Dbacks]

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No lights on the back. 
I’ve tried everything you’ve mentioned, plus more Apple instructions. 
obviously, the “button” doesn’t work. 
I’ve had this for about 6 months, so it’s not old. 
thank you for getting back to me!

[Sgewhite]

Hi iv been have trouble with my Versa 3 hartrate the green lights stopped working and iv tried all the ways to fix but no luck

[SunsetRunner]

I am having the same problem. Know I can not even get off the time screen.This just started yesterday.

i have tried resetting with no luck.

[LizzyFitbit]

Hi there, @04Dbacks. @Sgewhite and @SunsetRunner Welcome on board.

Thanks for confirming that you've tried the steps suggested above. I'm sorry the heart rate sensor is still not working and I've requested a case on your behalf so our Support team can further investigate, and provide you with assistance. You'll receive an email soon, please keep an eye on your inbox.