Versa lost heart rate and sleep monitoring

[sdowler]

Last week my Versa lost heart rate and sleep monitoring and also now the charge only lasts 24 hours.  There are no sensors lit underneath.  I have restarted and shut it down totally, still the same.  What are my options?

[DavideFitbit]

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

Thank you for the information about the difficulties you've been having with the Versa not tracking your heart rate and sleep information. 

Before considering other options, since you already tried performing a restart, I recommend that you also try to complete a factory reset, remember this procedure will eliminate apps, stored data, personal information, credit and debit cards (for Fitbit Pay-enabled devices), and saved settings. 

Also, for the heart rate tracking, please try to to follow all the instructions in this article to improve the accuracy as well: How to I improve the accuracy of my heart rate rate reading?  This has been useful to other users who have experienced something similar. 

Please keep me posted on the outcome. 

[sdowler]

Davide, thank you for your help.  I did the factory reset and still have the same issues of no heart rate and no sleep sensing.  Also a charge only lasts 24 hours.  What are my options from here?

[DavideFitbit]

Hello @sdowler, thank you for your reply and for confirming that you already tried all the suggested steps.  

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. 

[sdowler]

I miss it so much I couldn’t wait for an answer. Chatted with support this morning, unfortunately mine is out of warranty but they did provide a discount on a new one.

Sent from my iPhone

[DavideFitbit]

Hello @sdowler, thank you for the update, and sorry for the late response. 

It is particularly difficulty when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase.

However, it's good to know they've provided you with a discount on a new device. Thank you for taking the time to share your feedback and experience with this. 

Let me know if you have further questions.