Versa not tracking heart rate data

[Dmay2472]

My Versa is not showing heart rate, red heart but no reading just two lines.  My  sleep rate has not been showing up either. 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Dmay2472, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here, I understand how frustrating this matter can be for you but I'm here to help you out. To better assist you with this inconvenience, can you please let me know if the heart rate sensors of your device are still flashing or are they completely unresponsive? Did you experience this situation in the past or is it the first time? If you haven't already done so, I recommend you to check the information that's specified on our help article: Why don't I see my heart rate on my Fitbit device? and try the troubleshooting steps to fix the heart rate sensors of your Fitbit device.

Looking forward to your reply. Let me know if you have any additional questions.

[Dmay2472]

Hi, sent email

[RicardoFitbit]

Thanks for your update @Dmay2472.

Our Support team informed me that they already provided you assistance to resolve this situation. That said, I recommend you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case.

I'll be here if you need anything else.

[Dmay2472]

Thank you

[Dmay2472]

Hi, well the problem was not resolved, still no heart rate on my fitbit.