Versa is not tracking heart rate while wearing

[Kalaaxo]

I don’t know if anyone else has had this problem but all of a sudden my Fitbit does not track my heart rate when I am wearing it however it would track my heart rate when I am holding it in my hand for testing. I have factory restarted the device and re followed the set up process however it is still doing the same thing. Can I get some else/ advice please.

Moderator edit: updated subject for clarity

[JuanJoFitbit · Accepted solution]

Hi @Kalaaxo, due to the recent events, I apologize for the delayed response. However, let me welcome you to our Fitbit Community.

Regarding the heart rate tracking issue that your Versa experienced, I appreciate the time spent trying to get this issue resolved before contacting our forums.

I was able to get in touch with our Support team and was told that they assisted you via phone. I'm glad to hear that a solution was provided and you are back on track with a replacement unit.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often.

[Rlawless2]

I am also having the same issue. How did you get yours resolved?

[LadyJacko]

I had this problem as well with my new Versa 2. Apart from not tracking my heart rate, I had many nights where it said I only had 2 hours sleep. I contacted Fitbit support on Twitter who couldn’t help but on the end I realised that if I fastened the strap tighter than I did with my old Blaze then I didn’t have any issues. If it doesn’t move on my arm at all then it works perfectly. The user guide though does say wear it more loosely. 

[Kalaaxo]

I called Fitbit customer service and they sent me a replacement.