Versa not tracking heart rate accurately

[GothAngel]

Hi everyone. I hope I can get some help. I've had my Versa since May and I'm fairly happy with it. However, since around Sunday afternoon the heart tracker has gone crazy. I'm sat down now but according to it I'm in the cardio zone (135bpm).  Just took it by the old-fashioned method and it was 68bpm. It's also not getting a detailed sleep tracking. I have restarted it several times, turned heart rate monitor off and then back on several times, updated the app, but nothing seems to be helping. Has anyone had the same issue, and is there a solution? I'm think of doing a factory reset, but would j loose all the data in the app, if I do?

Moderator edit: added label

Moderator edit: updated subject for clarity

[Marrrmaduke]

@GothAngel factory reset will not wipe data from Fitbit mobile app as the data is safely stored in cloud on Fitbit servers. It will wipe any data that is on your tracker and that hasn't been synced. So, before performing factory reset, please sync your tracker. You will also need to remove Versa from your Fitbit account (delete it from Fitbit mobile app) and from paired devices list in your phone Bluetooth settings. You can perform factory reset by opening Settings app on your Versa, scrolling down to About and tapping Factory Reset. While Versa is resetting, reboot your phone. Once Versa displays setup screen, open Fitbit mobile app and add Versa as a new device to your account.

[GothAngel]

Thank you. Actually, now I'm thinking it's more of a sensor problem, so as it's still in warranty I'll take it to the shop I got it from, see if they can have it looked at 🤔

[Marrrmaduke]

@GothAngel good luck! I hope you get the issue resolved quickly.

[GothAngel]

Thanks! Well, the shop referred me to Fitbit, and Fitbit suggested a factory reset. Guess I'll have to try it before they can do anything else. I'm charging the Versa up now and will have a go at it in a bit.

[Marrrmaduke]

@GothAngel I see. That's usually the course of action, I guess. Again, good luck. Hopefully it will resolve itself. 

[GothAngel]

Thanks. Factory reset didn't help. Have emailed Fitbit as they sent me a message with my case number yesterday. Waiting to hear what they'll suggest next. It's a bit of a pain having to wait, and to top it up, I can't use my own photo as background like I used to, because the app crashes every time I try to 😖

[Marrrmaduke]

@GothAngel I feel for you. But, they have to try everything fist. I just went through the same thing with Google re my PixelBook...

[GothAngel]

Thanks. I feel for you too 😌 Did you get it resolved? I just had an email with more useless suggestions like update the app and the firmware, yada yada yada, stuff which I have done and told the lady on the phone yesterday. I told them that, so I hope their next email is more useful.

[Marrrmaduke]

@GothAngel I got but I had to jump through all the hoops and record videos... The problem is my PixelBook was experiencing weird flickering of the screen that would last like a second... So good luck recording that... But I managed!!! Got the new device today! 😊