Versa heart rate accuracy concern

[Erich777]

Hello,

I'm on my 2nd versa.  Had this one since July 2019.  It suddenly stopped tracking my heart rate correctly (shows 160 bpm daily average; vs. normal for me of 60 bpm).

Device and software all the same.  IPhone7 iOS 13.5.1.  

I have reset it 3 times today; heart rate works for about 10 mins, then back to the incorrect reading).

Please help!!!

Thank you!

Erich 

Moderator Edit: Personal info removed

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Erich777, it's nice to see you again participating here in the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before to posting over here. To better assist you and because of the title of your post, can you please clarify if your device is working but tracking your heart rate data incorrectly? In the meantime I receive your answer, please check: What factors can affect my heart-rate reading on my Fitbit device?

Looking forward to your reply.

[Erich777]

Hi Ricardo,

It’s good to be back in the forums, and appreciate your help as always. On
the other hand, it’s disappointing to back again so soon.

Well, the device really isn’t working properly. Because it thinks my heart
rate is so high, the battery runs out by 3rd day, instead of the usual 4-5
days between charges.

Time is ok. Don’t really use others like stop watch.

Any other ideas?

Thanks!

Erich

[RicardoFitbit]

You're welcome @Erich777, thanks to you too for your reply.

I appreciate the details that were shared in your post, I thought that your device was unresponsive. Since you're experiencing difficulties with the heart rate tracking feature of your Versa, please take into consideration the information that's specific on the help article that was shared on my previous post and let me know if the issue persists. Also, can you please let me know if you're comparing the heart rate data tracked with your Versa with another tracking device? Or why you think it's not tracking such information correctly?

On the other hand, for the battery life concern, please check: Can I extend my Fitbit device's battery life? and let me know if the issue persists so I can further investigate your device's battery behavior.

I'll be waiting for your reply.

[Erich777]

Ricardo,

Hey mate, none of the 4 suggestions in the article you posted helped.

The device isn’t properly reading the heart rate. So I no longer get sleep
data, because it has my rate so high consistently, it’s saying I’ve
consumed far for calories than expected/is realistic. So that
functionality is also now useless. Finally, the battery drain is
significant.

What else can I possibly do? It simply is no longer effective for what I
purchased it for. It’s been under a year since I bought it.

Thanks again, please advise.

Erich 

Moderator Edit: Personal info removed

[Erich777]

My last 2 email replies were rejected.

I added that I’m not comparing my hr with a reading on a different device; just my history.

When the device is saying that I’ve consumed 7,800 cals by 7pm, it’s an insane number. Normal for me is 3,000.

Resting hr is now 150+, vs usual 46.  

Look forward to your reply.

Erich

[RicardoFitbit]

Your reply is appreciated @Erich777

I appreciate all the details that were shared in your post and for trying some troubleshooting steps before to posting, certainly, your Versadevice isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.

[Erich777]

Hi again Ricardo,

I still haven’t heard from support.  Any idea how long it will take them to contact me?

Thanks - Erich

[RicardoFitbit]

Thanks for your update @Erich777

Due to recent events affecting our operations, support options are limited and wait times are longer than usual. Please keep an eye on your email because they'll contact as soon as possible.

I'll be here if you need anything else.