Versa heart rate monitor stopped working

[jiitee]

Yesterday, out of the blue, my Versa stopped monitoring heart rate. The led behind the clock stays off. I’ve tried rebooting, factory reset and switching the heart rate setting on/off. Nothing works. Anything else I could try? Or just admit that Versa has a quality issue and go and buy an apple watch?

Moderator Edit: Clarified subject

[KWC_15]

I started having the same issue yesterday. My Versa isn’t even a year old! I did a factory reset and it’s still showing my heart rate at 150+! From reading other posts it doesn’t look like Fitbit customer service is very helpful either.... I’m just going to cut my losses and find another brand that works:/

[maeve0929]

Mine stopped working about two weeks ago.  It was a year and a half old.  I had purchased an extended warranty, so they replaced mine with the versa 2.  I just got that today, and unfortunately none of my mobile devices are compatible.  I'm getting it started through my computer now, but I am very disappointed that I can't connect it with my phone.  Hoping this works out with my computer, otherwise it is unusable.  

[MarreFitbit · Accepted solution]

Hi there @jiitee and @KWC_15, welcome to the Community Forums. I am sorry to hear that you are going through this situation with the heart rate on your Versa smartwatches. I appreciate your feedback for the Fitbit devices and your time while troubleshooting them prior to posting here. 

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. However, since the steps you tried haven't worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you as soon as they can as due to recent events affecting our operations, support options are limited and wait times are longer than usual. 

Hi there @maeve0929, thanks for stopping by. I totally understand where you're coming from, I'm sorry to hear that your mobile phone is not yet a supported device with the Fitbit app. If your phone or tablet isn’t compatible, and you don’t have a Windows 10 computer, you can set up some Fitbit devices on a Mac or Windows 8.1 computer with a program called Fitbit Connect. For more information, see: How do I set up my Fitbit device?

I'll be around if there's any questions present. 

[UKmom16]

Sounds like me. Purchased from Fitbit with a 2 year protection plan in December 2018. They sent me a 2015 date on the package with a very old version 32.32. Not 32.70 which is not acceptable to me

[jiitee]

I was offered by fitbit a discount on an update to my old device or a free replacement. I chose the replacement and received it Yesterday. Hope it lasts longer than the old Versa. 10/10 for fitbit on handling this case though, thx.

[randmel]

I am having the same issue. Have tried eestarting, etc. but my fitbit versa started only sporadically picking up heart rate on 6/27 and now for the last four days has not registered anything. The heart rate light is not flashing. Please help!

[MsRoane1]

I'm having the same issue with my versa. I can't get in touch with anyone regarding how I can get this fixed. 

[K1berger]

• my fitbit is less then a year old and heart rate monitor isn't working. Already trluble shooted everything i can and its still not working. How do I fix it?

[Abm3273]

Same issue here. HR stopped tracking  last week and I only realized this last night. Boards have provided some potential answers, but ultimately still don't have functioning HR (lights on back of watch are still off). I've tried:

--soft reset (ALOT)

--hard reset (2x)

--deleted app then reinstalled (1x)

--restarted phone (3x)

--umpaired/repaired via Bluetooth (alot)

Watch is cleaned daily, so that isn't the issue. I don't know what else I can do and am thinking this watch has reached the end of its short life. Bummer.

[K1berger]

I've done all of those as well and its still not working

[MarreFitbit]

Hi there @K1berger, @Abm3273, @MsRoane1, and @randmel, welcome to the Community Forums. Thanks for the details provided in your posts and for letting me know that you've already troubleshooted your Versa smartwatches in order to fix the heart rate monitor. 

Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you as soon as possible since our support options are limited and wait times are longer than usual.

I'll be around if you have any questions present.

[Bryandufresne]

My phone is compatible with fitbirnand I'm having the same issue.

[Eliwolf08]

Mine just started doing the same thing, yesterday it said I did 6 hours of exercise with a 175 to 199 heart rate for half of the day. I had to get a blood pressure monitor just to make sure that it wasn't my actual heart, it freaked me out. I have not done troubleshooting till now, lets hope I can fix it.

[decurtin]

I have the same problem today at noon.  The heart rate monitor stopped - no green LED flashing. All other functions working, except those that use the heart rate info.

Unit is just a few days over the 1-year warranty.

What is causing this issue? A failed LED? A software or firmware malfunction"?

Please provide some response and path forward.

Thanks.

[lnsokol]

My versa stopped showing the led lights two months ago. Trying to monitor my HR doesn't work at all anymore. Made sure to dry it off after swimming and everything. Synced, reset, back button and side, everything. For a few days the light would come on when I would back button and side restart but then it just stopped all together. Stressing if I should get a apple watch instead. I already have family members who have left versa for this very reason. Please help. Not worth $$$ if it is going to break. 

[Eliwolf08]

Well last night tried to reset and it died. Says battery empty even thou is been charging, still showing in my dashboard my resting pulse even after it died which makes me think it's because I did the new update something about it messed it up. Now it won't turn on, charge or anything. No light showing and I tried to restart but nothing. I had Fitbit's for years and this is the second one that did this after an update. I might have to switch. 

[UKmom16]

I think the update caused issues too.

[Alottay]

I'm having the same issue. I've taken all the necessary steps to try n make it work, but still nothing :(( I've reset it sooo many times over the last two days and still nothing? I have hrm on in settings as well. I dunno what else to do? 

[decurtin]

Latest status: after initial heart beat monitor failure, that was followed by footstep failure, it recorded one last sleep tracking, then followed by battery failure after I did a factory reset.  Old Versa is now in Fitbit Heaven.  The old unit (1 year old) failed 1 month after the 1 year warranty.  Helpful Fitbit Advisor tried to resuscitate the old unit, and after all efforts failed, I was offered a discount on a replacement unit. I have ordered a replacement, the Versa 2 and used the discount to add a 2-year warranty just in case the new Fitbit has a longevity issue. Hoping for a better outcome in the future.