Versa has stopped tracking all my data

[KMC08]

my versa has not tracked anything (heart rate, sleep) since 12 August..I have tried resetting it but it hasnt helped. It does not show current heart rate on the screen 

Moderator Edit: Clarified subject

[Odyssey13]

See if this article helps you - click to read.

[KMC08]

I have done all the above and it is still not working -according to my versa I have had no heartbeat and no sleep since 12th August

[MarreFitbit]

Hi there @KMC08, welcome to the Community Forums. Thanks for the details provided in your post about the heart rate and sleep data that haven't been tracked on your Versa since August 12th. I appreciate you've tried to fix it on your own and by following @Odyssey13's advice. 

In order to move forward, would you mind confirming that you've tried the suggestions below:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Versa. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch.
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Keep in mind that in order to get sleep stages you must receive heart rate readings. 

Let me know if the heart rate is still missing on your watch or in the Fitbit app. I'll be around, keep me posted. 

[KMC08]

Thank you for your help. Unfortunately it has not resolved the problem.

[MarreFitbit]

Hi there @KMC08, thanks for getting back and for the update. I appreciate you had followed the tips and recommendations provided above. Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you have any questions, don't hesitate to let me know.