Versa heart rate inaccurate

[karmendw]

I know this has been posted as various different topics, but haven't seen a solve for my particular problem.

My Versa's heart rate keeps jumping around, especially when doing HIIT. It will register correctly when I'm walking on a treadmill between 132 - 150 depending on speed and incline, but as soon as I start sprinting, it suddenly drops to 100, even though I can feel my heart pounding. This happens with weightlifting as well, and only seems to happen when my heart rate shoots up.

I've tried restarting, adjusting the position and tightness of the band, cleaning the sensor, making sure it's fully charged and updated. Occasionally full exercise sessions also disappear from my log, or will only register 15 minutes of a full hour set. This has happened multiple times as well.

It's really frustrating, please advise if there's still something I'm missing? I cannot afford to upgrade at this time.

Moderator edit: subject for clarity

[AlejandraFitbit]

A warm welcome to the Community, @karmendw.

I understand how are you feeling and appreciate all the efforts in trying to fix this accuracy issue. I recommend taking a look at this post, where you will be able to see some things that might be affecting this reading and some tips to improve it.

Let me know how it goes. 🙂

[karmendw]

Hi Alejandra,

Thanks for the response! I've tried all the tips in that link you sent - wearing it looser, higher up on my arm, resetting before each logged exercise, keeping the battery fully charged, etc. but I'm still having this issue. In fact it seems to be getting worse, I've got the logged exercises to prove it too. 

Could it be a firmware / software problem? I've checked that it's fully up to date with updates, so not sure what else I can do?

[AlejandraFitbit]

Thanks for the update, @karmendw.

Since the instructions provided didn't work, I've gone ahead and escalated your case to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

In the meantime, let me know if you need anything else. 🙂