Hello everyone. I apologize for the late response. I'm sorry to hear that you're having issues with the heart rate sensor on your Versa smartwatches. Thank you for all the steps you've done so far to get it fixed.
Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.
Our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.
I'm glad to hear that the majority of you are already back on track after following the recommendations provided here or after contacting our Support Team. I must say that I really appreciate all of you are helping each other. However, one thing I'd like to advise you (since a lot of you have done so), is that please try avoiding multi-posting, this refers to consecutively in the same thread, which can make conversations less readable for others. If you wish to add something to an existing post, you can click the three dots at the top right of your post to edit it. You can also mention users directly by using the @ sign and typing their usernames. Please keep this in mind to prevent further violations in the future.
For the ones who are still working with our Support Team I'd suggest to keep your conversation with them as they'll know what's the next step to try after everything you have done. Just note that we may need more than 7 business days to respond, due to recent events affecting our operations.
If you've already spoken to our team who gave a discount option 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.
While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.
If anyone is still in need of help with the sensors of their smartwatches, please try the following:
- Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
- Once it's done, manually sync your Versa. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa's image and tap on "Sync Now"
- Next, switch it from Off to On and manually sync your watch once again.
- Once it's done, restart your watch once again.
- Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.
Also, for more detailed information, see: What factors can affect my heart-rate reading on my Fitbit device?
I'll be around, keep me posted.
Community Moderators ensure that conversations are friendly, factual, and on-topic. We're here to answer questions, escalate bugs, and make sure your voice is heard by the larger Fitbit team. Learn more
Best Answer
