Versa isn't detecting my heart rate anymore

[Hwallace46]

My Fitbit Versa isn't detecting my heart rate anymore. I tried resetting and restarting. The heart rate monitor option is turned on. Help!!

Moderator edit: subject updated for clarity

[NellyG]

Hi @Hwallace46  Is the green light on the back of the watch flickering rapidly?

[Hwallace46]

No

[NellyG]

Ok. Go to the settings app on your Versa and turn Heart Rate to OFF. Then restart the Versa several times and then go and turn HR back on. If there is still no green light then please come back here.

Restart your tracker

[Hwallace46]

Nope, didn't work. Sadly i have to wait for a replacement I suppose

[NellyG]

Oh thats a shame. I have flagged a moderator to come and help you.

[DavideFitbit]

Hello @Hwallace46, welcome to the Fitbit Community forums.  

Thank you for all the details that you've provided and confirming the steps that you already tried. 

I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. 

Please keep me posted on the outcome. 

[Hwallace46]

They have sent me a new one! Thank you for the awesome customer service

[DavideFitbit]

Hi, sorry for the late reply @Hwallace46.  

That's great news! Thank you for the update. 😀

[Bmtuzzo]

Hi! I’m actually having the same issue and my steps also won’t track. Just received this brand new versa 2 today and it’s not working 😩

[DavideFitbit]

Hi @Bmtuzzo, it's good to see you around in the Community forums. 

Thank you for sharing this information about what you've been experiencing with your heart rate and steps not being tracked.

Regarding the hear rate, before considering other options, I would recommend performing a restart and to follow all the instructions in this article to improve the accuracy of heart rate information: How to I improve the accuracy of my heart rate rate reading?  This has been useful to other users who have experienced something similar. 

The restart mentioned earlier could also be of help with the problem you mentioned about the steps not being tracked. 

I've also been informed that you already got in touch with the Customer Support team about this, please let me know if you received a reply from them. 

Keep me posted. 

[Juph]

My Versa thinks my heart rate is at peak rate for long periods of the day (some days, but not all), and I can confirm my heart rate is not that high at that time.  It also sometimes does not pick up the heart rate at all.  I have restarted it and adjusted the fit, but it still seems to happen. Any advice?

[DavideFitbit]

Hello @Juph, welcome to the Fitbit Community forums. Sorry for the late reply. 

Thank you for sharing this information about what you've been experiencing with the accuracy of your heart rate and confirming that you already tried the steps mentioned earlier. 

If you continue to experience any difficulty with the accuracy of data, please try performing a factory reset following the steps provided here. Keep in mind that this procedure would remove apps, stored data, personal information, credit and debit cards (for Fitbit Pay-enabled devices), and saved settings. 

Then check if you continue to experience the same behavior.

Keep me posted. 

[Tgood]

 My versa is no longer tracking my heart rate or my sleep! I have restarted multiple times nothing is working. I’ve only had this one for nine months.  didn’t get it wet didn’t hit it nothing happened. None of the lights are flashing on the back.  It’s still tracking everything else. Please help !!

[Juph]

I have performed a factory reset after my Versa got hot on my wrist & the green lights quit flashing.

Still no lights and now no heart rate monitoring. Any tips?

Get Outlook for iOS

[DavideFitbit]

Hello @Tgood it's good to see you around in the Community. Thank you for confirming that you already tried to restart multiple times. I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon.

Thank you for your reply as well @Juph, I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. 

Keep me posted on the outcome. 

[Juph]

Thanks for your help. Customer support will take it from here.

[DavideFitbit · Accepted solution]

Thank you for your response @Juph. 

Let me know about the outcome. 😀 

[Lindzamay]

How do I get a case created? My heart rate is no longer reading either, no green sensor on the back. I have done everything that has been suggested with no avail. This is extremely upsetting.

[Juph]

I started a chat from the Fit Bit webpage. The rep was very helpful.