Versa heart rate information inaccurate

[OMak55]

My Versa has suddenly l been detecting an average heart rate of 135-150 bpm throughout the day which is abnormal. Also, it has stopped detection my sleep details. Is there a bug causing this?

Moderator edit: subject for clarity

[Marrrmaduke]

@OMak55 Have you tried rebooting your versa several times in a row by pressing and holding the left and bottom right buttons until fitbit logo flashes?

[AlejandraFitbit]

Hey @OMak55, welcome to the Community and @Marrrmaduke thanks for stopping by.

If your watch isn't tracking your heart rate information correctly, 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. Now about the sleep, keep in mind that we estimate this depending on your heart rate readings, so once we fix the heart rate issue you can test your sleep information.

Let me know how it goes. 

[OMak55]

Hi there @AlejandraFitbit, I had a look at the post and tried all the options available and nothing worked. I also don’t understand this recently developed issue as I have had my Versa for 3 months and my heart rate reading was correct. @Marrrmaduke I have also rebooted my Versa numerous times.

The green LED light also does not go on, it’s only a yellow light that flashes when the versa is on my wrist and a red light when I’m not wearing it. I don’t know what else to do 😞

[Marrrmaduke]

@OMak55 Versa has 2 types of sensors which emit green and red light. Right is very difficult to see (if you want to observe it, you can try looking through camera). Nevertheless, when so close to your body reflecting from your skin, green and red colors might mix and give impression of yellow. Could you please take some screenshots of your HR recording from Fitbit mobile app (or Dashboard on Fitbit.com)? Also, please include some screenshots from before when Versa was behaving. I would like to take a look at them before recommending a restoring to factory defaults as it will wipe any data on your tracker and you will have to set up everything again.

[OMak55]

Hi @Marrrmaduke, @AlejandraFitbit please see screenshots attachedBefore the issue

Before the issue

After the issue

After the issue

[Marrrmaduke]

@OMak55 You're correct. This is not right. You can try toggling the HR sensor of your Versa ON and OFF as well as turning Versa OFF for several hours and then turning it back on to see if this improves anything. If this doesn't work, then my advice would be to perform factory reset (wiping Versa and restoring to factory defaults). Before performing factory reset, please sync your tracker. Anything but steps data will be rubbish of course, but at least this you can salvage. Let's do a clean install:

1. Remove Versa from your account (delete it in Fitbit mobile app)
2. Remove (forget) Versa from the Paired Devices list in your phone's Bluetooth settings
3. Uninstall Fitbit mobile app and reboot your phone
4. Go to Settings app on your Versa, scroll down to About and tap Factory Reset
5. Install Fitbit mobile app and log in
6. Go to Account (litte v-card icon in the top right corner) and tap on Add a New Device. After factory reset your Versa should display a standard Setup Screen. Follow the instructions in the Fitbit mobile app.

[OMak55]

Hi @Marrrmaduke, I performed a factory reset and did a clean reinstall. Unfortunately I am still experiencing the same problem. I had also switched my Versa off for a few hours, still nothing. My heart rate is still exorbitantly high. 

[Marrrmaduke · Accepted solution]

@OMak55 I think at this point, you will need to reach out to Customer Support to guide you through the next steps. You might need a replacement device.

[marlakay1206]

Just curious if there's been a resolution to this?  I'm having the same problem and have got NO help from FitBit.  I get 'We're aware of your issue and but won't have a fix in the near future.  I've had my Versa since January and up until now I've loved it.  I'm very frustrated and am considering a return under as it's under warranty.

Thanks~

[aeriallove]

Hello! What was the best solution to this problem? I'm now experiencing this. I've had my Versa since the beginning of the year.

Thanks for the help!

[marlakay1206]

I went round and round with customer service and they finally sent me a new
Fit Bit. The new one has been working great so far.

Good Luck~

--
Marla Stoltenberg

xmnuz23762.prod|6e3e0ead|98cae739-45de-44dc-bdd8-...
-415-8007
mkstoltenberg@gmail.com

[lorraineg]

I did the same thing. Unfortunately, the replacement is just as bad. I do cardiac rehab where I'm on an ekg which I KNOW is correct and my fitbit has been as much as 30 beats off....ridiculous that this hasn't been resolved.