Versa heart rate not working

[ebradtke]

I have my heart rate turned on, but my versa isn't tracking heart rate. Anybody else having this issue?

[HeydyF]

Hey @ebradtke, let me give you a warm welcome to the Community! When you say that your Versa isn't tracking your heart rate, are you saying that you are getting this "--" instead of your BPM, right? If that is the case, then I suggest you to review the following: 

• Tighten the band just enough so it isn't slipping around on your wrist. Your watch needs a solid contact with your arm to reliably track your heart rate. Heart rate tracking may not work with certain accessory bands, especially if they’re loose fitting. So I recommend wearing a classic band for optimal results.
• Move the band to a slightly different position on your arm—a little higher or a little lower.
• If the setting is On but your heart rate still isn't appearing, try changing the setting to Auto.
• You can also try wearing your watch on a different wrist.
• Restart your Versa.

Let me know how it goes! 

[ebradtke]

I tried all of that and it doesn't work. Worked for a couple weeks and quit yesterday.
What is my next step?

My HR was tracked for a couple weeks and quit yesterday. I have tried all that you mentioned and nothing worked. 

What is my next step?

Betsy

Moderator edit: merged reply

[Mothrasue]

Have you tried a factory reset?

[ebradtke]

Yes, I did a factory reset. Nothing. HR still doesn't work.

Betsy

[SunsetRunner]

Welcome to the club! 

[HeydyF]

Hey guys! I hope you are doin' great! 

@ebradtke, I appreciate the time that you have taken to try to fix this issue. Since it persists, I have escalated your case with our Support team, so they will get in touch with you soon. Please keep a eye on your inbox. 

@SunsetRunner, hello my friend! Let me ask you, have you tried the tips I posted above? If so, and your heart rate still not well tracked, let me know! 

@Mothrasue, thanks for trying to help! 😉 

Keep me posted guys! 

[ebradtke]

I look forward to continued conversation to get the issue resolved. I was
really impressed with my Versa until last week. 😞

[HeydyF]

I will appreciate that you keep me updated @ebradtke with this. I'm pretty sure that our Support team will get you back on track. 😉 

I'll be around! 

[danielleb55]

Did you ever get a fix from Fitbit? I ask because I am having the same trouble. I got my Versa last week. It worked for 6 days and then this morning stopped tracking anything. No HR, steps, etc. the green light that is the HR sensor is no longer lit. I tried all the reset and other tips with no success.

[ebradtke]

Yes, after some back and forth of things to try, they replaced it. So far so good with the new one.

Good luck!

[HeydyF]

Hey @danielleb55, how are you today? Sounds indeed odd that your Versa is no longer tracking your data if it is brand new. On the other hand, I appreciate you have tried to restart it prior contacting us. Now let me ask you this, when you plug it into the charging cable, can you see it at least charging? In addition, please try just to turn it off and on. To do so, follow these instructions: 

• On your watch, open the Settings app About > Shutdown > confirm the shutdown.
• To turn your watch back on, press any button.
• If still not tracking anything, please set it up as a new device. 

Please let me know if that works! 

@ebradtke, thanks for the update! Sounds pretty great that your new Versa is working fine. 

[danielleb55]

Thanks for reaching out but it's OBE since I returned the product yesterday, but I have answered your questions below just in case it may help someone else who had the same trouble.

1. It was brand new, bought at Kohls on May 26th and returned yesterday on June 3rd. 

2. When I plugged it into the charging cable and placed it into the cradle it has no problem charging.

3. I turned it off and on and used the shutdown commands, I restarted it and did the factory re-set, none of these actions got the watch to begin tracking or for the green lights associated with the HR sensor to turn back on/respond.

4. I uninstalled it from my fitbit app and tried to set it up as a new device. I did this multiple times, including after I removed and re-installed the app from square one. However, after the factory re-set, the device never paired again properly with the app. It produced the 4 digit code which I entered into the fit bit app, but the blue tooth pairing was either unsuccessful, or if it seemed to get through that step it would not connect to the wifi. At one point it seemed like I got it through all the steps, but when I tried to change the clock face it said it couldn't connect to the versa and said I had no connection or low battery when the device was fully charged.

After many attempts to get the Versa working again I decided to cut my losses and return the device back to Kohls. The lady at the return counter said they have been receiving a lot of returns of this device so it seems like you have some kind of defective issues going on with this product. I really liked it but probably unwilling to take the risk that another version will function properly. Instead I am looking at the Garmin vivoactive 3.

[Kelsy77]

Hi

i replaced my charge 2 with the Versa on 3rd June. The heart rate stopped working on Saturday 16th June.

[TTom132]

Yes. The bpm doesn’t work.  Return it ASAP.    

[LoriMull13]

So I last charged my fit bit versa on Saturday 2/1 and now the HBM is not working after only 1 month of having it. It’s turned on, it’s been cleaned and still nada - now what 

[Khambha46]

Hi my heart rate monitor is not working. But the heart rate on settings is on. Does anyone come across this problem if so what do you do?

Thanks

Anita

[ebradtke]

Work with fitbit to get a replacement. I'm on my fourth one after various issues.

[Kerrispa]

Spoiler

My heart rate monitor isnt working either.  It hasn't worked for over a week.  I've tried everything I could find including factory reset.  I take it that the resolution is contact support for a replacement.

Thanks for posting.

[fmart1]

Hi! I'm experiencing heart rate registerinf issues: my Versa tracks HR, but many days there's no HR graph registered. It seems random, some days is there, others isn't. Can you help me?

Thanks in advance!

FMart