Versa heart rate sensors not working

[JackieO85]

I have tried to switch between heart rate ON/ OFF under settings and restarting in between as suggested. I have also reset my Versa to factory settings and still there are no green lights and no heart rate being registered. So frustrating!

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @JackieO85, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here, I understand how frustrating this matter can be for you but I'm here to help you out. To better assist you with this inconvenience, can you please let me know if you experienced this situation in the past or is it the first time? If you haven't already done so, I recommend you to check the information that's specified on our help article: Why don't I see my heart rate on my Fitbit device? and try the troubleshooting steps to fix the heart rate sensors of your Fitbit device.

Looking forward to your reply. Let me know if you have any additional questions.

[JackieO85]

Thanks .

I have tried all the suggestions noted on the link. It still does not read my heartrate.

This is the first time I am having this issue. It has now however been ongoing for 4 days. And I am not able to resolve it. Please assist.

Thanks

[RicardoFitbit]

You're welcome @JackieO85, your update is also appreciated.

I'm sorry to know that you're still experiencing difficulties with the heart rate tracking function of your Fitbit Versa. Since the steps that were shared on my previous post didn't solve the problem, please follow the next steps to factory reset your device and let me know if the issue persists:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

Let me know if further assistance is needed and if you have any additional questions.

[JackieO85]

Hi there. I have done factory reset it still does not work. My battery now also as from yeaterday only lasts 12 hours?????

[anikj]

There are too many problems being highlighted about versa heart rate not working and no troubleshooting helps. If Fitbit really cares for existing customers, I recommend Fitbit to develop troubleshooting app to check exactly what's wrong (is it sensor hardware or software issue or setting issue) and give exact information to decide next step. This should be easily doable and will save time for everyone.

Fitbit guys, can you do something about this?

[SunsetRunner]

Today I used my new Versa 2 which is my 4th Fitbit device and it's always the same problem. Heart rate zeroes out frequently and is not accurate. I know my numbers intimately and when my heart rate should be 140 and higher its showing recovery rates around 100-110. Tech support always tell you to do the same troubleshooting, nothing works and then they replace the "defective" one with a new one that has the exact same problems. Fitbit customer service is excellent but their products not so much. Needless to day I am very disappointed and will be once again returning this watch. Products aren't worth the price and Fitbit needs to get their act together. Time to switch to Apple, a much more solid device and platform.

[Miata91]

Same thing happen to me beginning this year. My heart tracker has been stuck on 60bpm so I'd restart it, and then all of a sudden the number catches on, but only momentarily until it gets stuck again. It stopped tracking my heart beat during my sleep. I restarted it again and now the heart beat doesn't even show a number. Rebooted it another 3 more times and also turned the heart beat sensor off and on, and nothing. Definitely frustrating...

[Luv2BMamaJ]

I have had the same problem and after multiple rounds of trying various reset instructions, it went past my warranty date so I can't even get a replacement. Frustrating run-around resulting in a "sorry for your luck, but we hope you still want to buy a new one" outcome.

[ESadilek]

I am having the same problem. Not tracking heart rate or lights turning on. Have restarted fitbit, phone, and the heart rate toggle on the fitbit. After trying all of this i factory reset the phone. This started back in april for me but i am just now having time to troubleshoot.