Versa heart rate sensor not working

[Mihaela88]

A couple of days ago I’ve noticed that my heart rate doesn’t work . Checked if the heart rate setting is on and the green light on the back is flashing, and all was OK ! Turned off and on my Versa and surprise : the heart rate is not measuring anything and the light on the back sensor of the watch is off (and it refuse to turn on again ) !

All the other functions of the Versa works , except for the heart rate count ! Any suggestions, please ?

[SunsetRunner]

Try a Restart and do it several times if necessary.

[MichelleC4214]

Mine has not worked since August 15, last record tracked. I have reset the watch, when into settings there is no on off as the manual said........ I have been having so many issues with this watch since I received it. 

[SunsetRunner]

Did you Restart according to the instructions I gave above and do it several times? You CAN turn it On/Off by swiping left to Settings, then About and then Shutdown.  Then, push any button to turn back on.

If none of that works, you can try a full Factory Reset putting the Versa back to the day you unboxed it by swiping left to Settings, then About and then Factory Reset.

[Mihaela88]

Hi , 

Thanks for the suggestions. I restart my Versa multiple times with no success and just completed my Factory settings reset !

No change what-so-ever . i think the sensor is broken .... 

[Scameron]

Same issues here - started with incorrect heart rate issues (since Sept 1). Naturally that affected calorie count. Also switched to simplified sleep at the same time. As of Sept 9th, it stopped tracking sleep totally. I've shutdown multiple times - no improvement. Heart rate now shows "null" (for the last week). 

[SunsetRunner]

Time to contact Customer Support.

[Scameron]

I did contact customer support last week. I was told it was a software issue - they were working on it, but had no idea of what the projected resolution date would be. 

[AlejandraFitbit]

It's great to see you around @Mihaela88, @MichelleC4214, @Scameron welcome to the Community and @SunsetRunner thanks for the input.

I appreciate all the efforts in trying to fix this issue. @Scameron and @Mihaela88 it's good to know that you have already created cases and that are working with our support team.

Now @MichelleC4214, I've gone ahead and escalated your case to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

Keep me posted.