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

[Abakiera]

I have a Versa and my heart rate is stuck at a fixed number. The green light isn't on anymore either. It's also not giving me the 250 step reminder or tracking my sleep. Everything else works fine. I've tried everything people have suggested and still nothing.

[AlvaroFitbit]

Hello everyone. If you are having issues with your heart rate sensor on your Versa or Versa lite then I suggest you clean the back of your device with cotton and rubbing alcohol and restart it. Turn the heart rate off, save and sync then turn it on save and sync again. Also check these tips to improve the heart rate reading on your device. 

If the issue persist please let our Support team know about it.

Let me know how it goes.

[SheBop93]

I can not find the heart rate settings in the app, I checked my Versa and the heart rate is on. Besides this trouble shoot I have tried all of the rest you have suggested and still no luck on getting my Versa to read. Just like the person who posted this thread though, if I hold it off my wrist the sensor turns on, but once rested on my wrist naturally it will not read. 

[simplykaylene]

@AlvaroFitbit 

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@AlvaroFitbit wrote:

Hello everyone. If you are having issues with your heart rate sensor on your Versa or Versa lite then I suggest you clean the back of your device with cotton and rubbing alcohol and restart it. Turn the heart rate off, save and sync then turn it on save and sync again. Also check these tips to improve the heart rate reading on your device. 

If the issue persist please let our Support team know about it.

Let me know how it goes.

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The problems with the Versa are far beyond what a cotton ball and rubbing alcohol can solve.   Seriously.  We aren’t idiots. You are knowingly selling a defective product and telling us to clean it to fix it.  Both my original AND replacement quit working!  Was I using the wrong kind of cotton ball?

[SheBop93]

yeah I contacted the support team, I really hope my replacement doesn't
stop working, I wont know for however-long it takes for them to get it to
me, but i sent out my versa yesterday. I tried the above steps multiple
times and nothing, the green light on my versa just wouldn't function At
least properly. at least I hadn't sold my charge 2 yet, I guess I'll hold
onto it, if the problems with the versa are going to continue, I hope to
get a refund.

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Moderator edit: Removed personal information.

[icudoc]

My Versa just died last week after being in a 3 foot kid pool.  Initially it powered on, but the heart rate sensor wasn't working.  Then I noticed there was condensation visible on the sensor.  I put it in a bag of rice for 2 days to dry it out.  It no longer powers on period.  Since I'm 1 year and 4 months out from when I bought it, I'm out of luck.  However, they are more than happy to give me 25% off buying a new one!!  I've been a long time Fitbit user, but this took the cake for me and I'm done.

[simplykaylene]

@SheBop93 

I guarantee you won’t get a refund. 

[GraceGFitbit]

Thanks for joining the Fitbit Community @SheBop93. I just checked with our Support Team and confirmed that you have an open case with them. I advise you to reply them and continue the assistance.

I just would like to add that the Fitbit Versa continuously tracks your heart rate while you're exercising and throughout the day. If the heart-rate sensor on your watch has difficulty detecting a signal, dashed lines appear. So, if your device doesn't detect a heart-rate signal, you can check if the heart-rate tracking
is turned on in the Settings app on your device, (you will not have the option from the app in your phone).

@simplykaylene and @icudoc, thanks for stopping by, I appreciate your feedback, it is always useful. I'm really sorry to hear that this inconvenient you're experiencing with the heart rate persist and I thank you for the time you took to share your thoughts with us. Fitbit is always reviewing your responses to provide feedback to our product development team. 

Please don't hesitate to reach out if you have any more questions, comments, or concerns. Have a nice weekend! 

[GerberaDaisy]

After hours and hours of conversations with fitbit several different times, they finally agreed to replace mine. I started getting readings double what my actual heart rate was when I first got it lightly wet while washing it. I thought it was coincidence. The sensor on the back looked different to me. Like they were changing colors or fogging up. Had nothing to compare it to so thought it was all in my head. Since it was broke anyway, I decided to get it wet again. Just lightly to wash it. It should have been ok as they claim it’s swim proof. Then the sensor light started acting up and a day later was completely out for good. When I got the replacement and compared the sensors it was clear to me this is a hardware issue. I will be keeping my replacement far from water and hope there isn’t a hardware AND software issue. I am attaching a picture in case others notice this too. The one with the strap where the two sensors look pink is the defective one.

 

[simplykaylene]

@GraceGFitbit 

Glad to know our loss is your gain as far as reviews. Thanks for that. 

[jtbootytraps]

I just received help via chat from Fitbit for my heart rate not working on my versa lite, and I wanted to share in case anyone else was stuck where I was. My issue was I was going to the wrong settings function - on the home screen, swipe up & scroll to the bottom - is a settings button. there you can choose to turn on and off the heart rate function, but that doesn't fix it because that is the wrong settings location. It's the settings you reach when you swipe left on the home screen where the fix was for me. If I had been able to see pictures of what the screen looked like I would have realized I was going to the wrong place, thankfully via chat I realized my mistake.

[Lglop]

I have nit been able to resolve ni Bpm fir my versa. What is solution? 

[simplykaylene]

@Lglop 

No solution. It’s dead. Sorry 😐 

[Lglop]

Thanks for the feedback , that stopped and the batter barely holds 6 hours on the free clock face I selected . Disappointed , 

Thanks , I did that setting to on but it still shows nothing. 

Moderator edit: merged reply

[JessKD]

I am having a similar issue with not being able to find Heart Rate on my app. It is no where to be found. My heart rate monitor is not working and I have tried everything that I have read that worked for others And still nothing.

[SheBop93]

I have had them replace mine $ times and STILL have the same issue. I gave
up on this product and no longer can get my money back they just want to
keep sending me new ones.

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Moderator edit: personal info removed

[surya__]

I'm getting fluctuations in BPM (it varies from 40 to 250). Most of the times, its in the 200s. Sometimes, it comes down to 90 or 80.
pulse sensor 

[lizelrey]

I also want to voice my dissatisfaction with the Versa.  I've been sent two replacements for a total of 3 watches within the span of about a year and all of them have been duds and have stopped working.  How can you sell a product that can not even last one year?  That's illegal.  I've contacted Support and they offered me a 25 percent discount.  I asked to speak to a manager or another department and I was told I'd get an email.  No one ever contacted me.  This is bs!

[Arcticsnow17]

That is the same thing that is happening to me. They told me today they never heard of this issue. What a lie!!! It just started out of the blue. I’ve tried everything. I’ve had nothing but issues with it. They are sending me a replacement and I assume I will be shopping for a new one, non Fitbit, in less than two months! They need to work on their devices vs this premium crap. 

[lizelrey]

That sucks!  I am sorry you are having the same problem.  I agree with you that they need to work on their devices.  In one year, they sent me two different replacements for a watch I purchased in October 2018 and even with three total devices, it only lasted about one year and two months.  The Versas are crap.  I've written them a letter and all they will do now is give me a discount to purchase another Fitbit.  Like I would be dumb enough to do that!  I still have the old watches too which I offered to mail them back at their expense to see if they wanted to figure out the problem.  They do not even care.  They will keep taking people's money and their watches do not last even one year.  Each device they gave me lasted about 3-4 months.

They sent me replacements twice without me having to mail any back.  I now have three Versas that do not work at all.

Moderator edit: merged reply