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

[Niecy17]

Call customer service to have them troubleshoot it over the phone, and if
nothing, request a replacement.

[LeahBarnett]

Hello. I tried this and my heart rate is still blank on my versa screen. I’ve reset it multiple times, also synced it and shut it down and nothing

[One-stop]

Hello I had a similar problem, in fact both my walking and heart monitors
weren't working. What I did to resolve the problem was to change my clock
face and it came back! I hope this helps.

[Carla4Garda]

Do you have a tattoo on your wrist?
This was why mine never worked. The versa 2 does not work over tattoo ink
for some reason.

[LeahBarnett]

I tried and that didn’t work 😞

Sent from my iPhone

[MarreFitbit]

Hi there @Niecy17, @One-stop, and @Carla4Garda, thanks for trying to help! 

Hello @LeahBarnett, welcome to the Community Forums. I appreciate you've taken the time to follow the tips and recommendations provided here to solve the issue with your heart rate. Since this sounds a bit more serious, I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. If you have any questions, don't hesitate to let me know.

[Pepacecily]

I called customer support. They did nothing to try to repair and told me I was out of warranty and gave me a 10% off coupon.

[LeahBarnett]

It has been like this for ages

Thanks

Sent from my iPhone

[One-stop]

Have you tried changing your clock face??

[MarreFitbit]

Hi there @Pepacecily. Thanks for the feedback you've provided towards our product. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback. Though, I've seen you were offered a 25% discount as per our Warranty Policy. This is the best option to help you get back on track with the Fitbit family I'm sure our team will be more than glad to help you further with this. Keep in mind that every case is completely different from the other's.

Hello @LeahBarnett. Please stay tuned to your inbox, someone will reach out to you as soon as possible since due to recent events affecting our operations, support options are limited and wait times are longer than usual.

Thanks for trying to help @One-stop! 

Let me know if there's any further questions. 

[SunsetRunner]

this is my second replacement.. I had emailed the Fitbit company and mine was still under warranty and all I had to do was pay the shipping and my heart rate thing again worked fr a couple of weeks and then it stoped working 😤🙄🤦🏻‍:female_sign:🤬 I am very furious...I honestly don’t know what I am doing wrong? I had waited like a couple of days just recently to wait for it to die and I re started it back up just today and now the heart rate think is not working... the green light is not even showing up! 😤 I honestly don’t know what the problem is with the sensor? Everything else works with the watch it’s just the heart rate monitor thing not working?  I don’t know if anyone else is having issues with the versa 2? But I love it I just wish the sensor would just freakin work 😭😣😤

[Orla3]

I was wondering why this was happening, thank you. Have put on other arm.

[AndreD919]

I've tried all the suggested fixes listed here and my heart rate monitor still isn't reading?  

Cotton swab, restart and shutdown.  Nothing.  Now what?

[Reformation]

Thank you for this, this actually worked for me! 

[s_d_singing]

I have done all the things suggested & my heart rate monitor is still not working on my versa. 
I have reset the watch, reset the phone, deleted & reinstalled the app. I have also turned off & on the heart rate mode on the watch as well as washed the contacts. Nothing seems to work. 
I have also noticed poor battery performance in the last 5-6 months. Maybe the two things are related. 

[Reformation]

Ok i had the same problem, you need to go into your Versa 2 and through the menu, where you have the cog symbol?  you swipe from right to left and bring up the main menu and find the 'Settings' icon (the cog) and from there you scroll down 'Heart Rate' and select it.  That should turn it on. 

[Wayvon]

Thanks but I did that, turned off and on several times. It is now On. No change. 

[s_d_singing]

I have also done that & it is still not working.  I have a first generation Versa, not the 2. 

[Reformation]

Oh that sucks, I'm sorry. Sounds like the device is broken. 😞

[s_d_singing]

Yes, it does suck. Now it just tracks steps. 😞