Versa not displaying heart rate

[RebeccaFlower]

I’m a new Fitbit user, I have been using my Versa for 2 weeks now and the heart rate is constantly on and off. The BPM is not visible on my Versa, occasionally the heart rate does decide to come on, but it’s very temperamental and soon goes back off! Should the BPM always be displayed, as I really need this for accurate work outs.  
I have shutdown, turned heart rate on and off, done a full reset, swapped from dominant to non dominant arm, wiped and cleaned the watch/band but the heart rate is still not working! 

Also, my sleep score has also only worked twice in the past 14 days. I’m not sure if this is because the heart rate isn’t working. 

Any help much appreciated as I’m wishing I hadn’t if wasted £150 for a device that will only count my steps 😞

Thank you in advance 

Moderator edit: format

[JuanJoFitbit]

Hi @RebeccaFlower, welcome to our Fitbit Community! I'm sorry to hear that your Fitbit Versa stops tracking your heart rate. I totally understand how you feel about this and I appreciate your time spent trying to get this issue resolved.

I'd like you to try a factory reset. To do so on your device, follow the steps below:

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. Set up your watch from scratch

Finally, monitor your watch for the next 24 hours and see if the issue gets fixed.

Keep me posted on the outcome.