Versa heart rate sensor not working properly

[Oldsalt66]

Hello group...received new fitbit Versa yesterday. Set-up went well however it appears that the BPM Sensor is not working properly. On my wrist it doesn’t register...the band is tight so i feel the sendor is on my skin. When i remove it from my wrist and place a finger on the sensor it will turn green intermitantly. Is anyone else experiencing this problem. I have had the “Charge” for a few years and have not experienced this problem. Any ideas?

Moderator edit: updated subject for clarity

[Diacarp]

Apple watch would be twice the price I paid for it. Plus I have freinds and
family still with Fit bit that haven't had any issues with it

[Saz83]

Hi there. How did you resolve this problem ?

ive have just upgraded my charge 2 to the versa lite and I’m having nothing but problems with it. Including dropping heart rate constantly during my work outs.  I never have this issue with my charge 2 

please help. I’ve only had it a week and it’s been like this the entire time. 

Thanks. 

[Diacarp]

I upgraded to the iconic. Some people had luck by changing their watch
face. My Versa was 2 years old and out of warranty. If you just bought
yours you should be covered.

[Saz83]

Ah fab. Thank for you fast reply
Fitbit keep telling me to try this, try that and nothing has worked. I mentioned the 2 year warranty and they just completed ignored my comment. 😡

Sent from my iPhone

[simplykaylene]

How could your Versa be two years old?  They came out in Spring 2018. 

---

@Diacarp wrote:
I upgraded to the iconic. Some people had luck by changing their watch
face. My Versa was 2 years old and out of warranty. If you just bought
yours you should be covered.

---

[Mariamwahbi123]

I had to reboot it again it’s working fine now

Sent from my iPad

[simplykaylene]

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@Mariamwahbi123 wrote:
I had to reboot it again it’s working fine now

Sent from my iPad

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You’re one of the lucky ones. 

[Diacarp]

I did the reboot too . all other funtions worked just not heart rate.
Changed the clock face a couple times too . Nothing got it working.

[EmmaD90]

Having this same issue - 

Fitbit Versa stopped measuring heartbeat at the weekend. Looking at Heart Rate section on the app it stopped sometime on Saturday night/Sunday morning. I was in bed on Saturday night and at around 2am my watch started lighting up and displaying the Fitbit logo. I wonder if this has something to do with the problem?

I didn't notice that it wasn't recording until Monday evening when I was working out - then I noticed green light wasn't on either. 

I got it to come back for a minute but then it stopped again and it hasn't come back on again since.

I have tried all the troubleshooting suggestions in this topic. 

Reset. 

Turn off.

Turn off heartbeat > sync > turn on heart beat > sync. 

Changed the clock face. 

Cleaned the sensor on the back.

No luck. 

Any other suggestions? 

[simplykaylene]

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@EmmaD90 wrote:

Having this same issue - 

Fitbit Versa stopped measuring heartbeat at the weekend. Looking at Heart Rate section on the app it stopped sometime on Saturday night/Sunday morning. I was in bed on Saturday night and at around 2am my watch started lighting up and displaying the Fitbit logo. I wonder if this has something to do with the problem?

I didn't notice that it wasn't recording until Monday evening when I was working out - then I noticed green light wasn't on either. 

I got it to come back for a minute but then it stopped again and it hasn't come back on again since.

I have tried all the troubleshooting suggestions in this topic. 

Reset. 

Turn off.

Turn off heartbeat > sync > turn on heart beat > sync. 

Changed the clock face. 

Cleaned the sensor on the back.

No luck. 

Any other suggestions? 

---

I wish I had better news to give you 😕

[Mariamwahbi123]

Sent from my iPad

[EmmaD90]

Thanks @simplykaylene i got on to FitBit Hell and it didn’t work after exhausting all the troubleshooting options, even Factory Reset, so they’re sending a replacement.

[GerberaDaisy]

What did you have to do to get a replacement?  I’ve called twice and contacted them through twitter and each time was told I just have to wait. I see now that this issue has been going on for over a year so by “just wait” I feel like they mean just wait for your warranty to expire so we don’t have to explain to you we don’t know how to fix this issue. Just wondering what I need to do differently to get mine replaced. 

[simplykaylene]

That’s insane!  I just called them.  I would email them. 

[EmmaD90]

Hi @GerberaDaisy,

I contacted support via Support via the Live Chat on the help.fitbit.com website.

Told them I had tried all the suggestions on the thread, they got me to try one or two things again and then got me to try the Factory Reset.

The factory reset didn’t work and in fact the versa was worse after it as it would no longer sync.

They told me they checked out where and when I bought it (Ireland, January 2019) and that I’m entitled to a replacement as we had exhausted all the troubleshooting options. 

Good job they did as when I woke up this morning the watch wouldn’t even turn on. 

[simplykaylene]

Be prepared. The replacement may stop working too. 

[GerberaDaisy]

Thanks @EmmaD90 I followed your suggestion. I just spend two hours on a live chat and they absolutely refuse to honor my warranty. They say I will have the same issue with the replacement watch. So I don’t know why they won’t refund me or replace it with a different model. Besides them leaving me stuck with a broken fitbit, what really bothers me is that they’ve known about this issue for over a year, at least since June 2018 and yet they are still selling Versa’s in stores and on their websites! These are the Versa’s they won’t replace mine with because they say they are likely to have the issue too. So they are knowingly selling a defective product. 

[EmmaD90]

Sorry to hear that @GerberaDaisy! I hope you get some form of solution soon! 

[goldmine56]

My Fitbit versa is working yeah I fixed the issue.
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Sent from Mail.ru app for Android

[GerberaDaisy]

How did you fix it @goldmine56 ? They say it’s a bug in their software. There’s no way it would take fitbit over a year to fix a software issue! I just found out a new Versa is coming out. My guess is they gave up trying to fix this a long time ago and just focused on putting out the new Versa. They are probably stringing us along until our warranties run out. Then will suggest buying the new one! Is it even legal for them to sell a product they know is defective?