Versa not tracking heart rate properly

[Pootsmanuva]

Hi there,

I've tried all the steps recommended to get the heart rate function working again.

Toggle'ing the HR monitor option on and off 

Resetting watch with left button and bottom right hold combo

Factory reset 

And then some more toggling of the settings

And more resetting

Still resolutely set on the red lights on the back.   Very disappointing as the HR monitor option was the main reason for buying and the watch is less than 6 months old.

Have also done a factory reset twice now which is a hassle to say the least and still nothing.

Seems I'm not alone with having issues with the HR monitor. Starting to regret my decision to switch from Garmin 

Moderator edit: merged reply

[NellyG]

Hi @Pootsmanuva  I have flagged a moderator to come and help you

[Pootsmanuva]

Thanks! I eagerly await a response!

Ahh. Great.  I've also just twigged that the reminders to move every hour aren't working anymore since I performed the factory/hard reset 

Good to note that people who have flagged the same issue a few hours ago today  have had a response before me too 

Moderator edit: merged reply

[Simon1976]

I've had the same issue. I am on my 5th fitbit now!! They keep sending me replacements but each one has not lasted for more than a couple of months without going wrong. Either the display goes blank or the hear rate monitor stops working. Definitely regretting my purpose now!

[SunsetRunner]

My suddenly quit working yesterday and hasn’t worked since.  I’ve tried toggling off and on and rebooting.  Should have know something was wrong on Tuesday when it said my heart rate was higher than it was and that I burned over 6500 calories for the day!  I didn’t burn that much when I ran a half marathon!  Fitbit had replaced my watch once in December but now it’s past the year mark when I first bought it.  This is an overpriced piece of junk!  I’ve always had Fitbit app since they came out.  It’s probably my last one.  I’m not a happy camper. Gee, now there’s a Versa 2?!?! 

[JuanJoFitbit]

@Pootsmanuva Thank you for participating in our Fitbit Community! I'm sorry to hear that your Versa is not tracking your heart rate properly. I totally understand how you feel about this. I appreciate the time spent trying the troubleshooting steps you mentioned above. I'd like you to make sure of the following details:

1. Your device is positioned correctly on your wrist:
   • Tighten the band so that it doesn’t slip on your wrist. For more information, see How do I track my heart rate with my Fitbit device?
   • Heart-rate tracking may not work with certain accessory bands, especially if they’re loose fitting. For best results, use the wristband that came with your device.
2. If you’re doing an exercise such as high-intensity interval training, boxing, or other activities that cause your arm to move vigorously, try to relax your wrist and stay still for up to 10 seconds until your heart rate appears.

If the issue persists, let me know and I'll be happy to assist you accordingly.

@Simon1976 @SunsetRunner I'm sorry about the experience you had with your Versa watches. Your feedback and comments are greatly appreciated since this helps us to keep improving.

Thank you for your help @NellyG.

I'll be around if any question arises.

[Pootsmanuva]

I've been wearing my watch in exactly the same way as roughly the last five months that I've had it.

The HR sensors aren't even flickering different colours like they used to and I've just had the red light for the last few days.

The official Fitbit advice about resetting seems to have affected other functions of my watch and the heart rate issue is hardly isolated and yet you want to suggest it's a user error at fault here? Great customer service @JuanJoFitbit 

[Pootsmanuva]

Emailed customer services to explain the situation and that I tried all the fixes.

They told me that the HRM features are not working because I'd disabled them. The setting was ON.

Amazingly bad 

[Pootsmanuva]

Oh and the latest message advising me to try all the reset fixes even though I said in my initial query I had already done this. Several times.

I've asked twice now for details about returning my watch which they have neatly ignored.

I imagine the next email will ask me if I'm wearing it properly. Again 🤦🏼‍:female_sign:

[Simon1976 · Accepted solution]

Hi
Just go online and do the live chat. They will take you through a number
of procedures, most of which it sounds like you've already done, and then
email you about a replacement.
I've had to fo this six times now. That's how many times my Fitbit had gone
wrong. It's either the display or the heart rare monitor each time. I
would never buy a Fitbit versa again but the people on the live chat are
excellent.
Hope this helps.
Simon

[Pootsmanuva]

Thanks - will give that a go.  Maybe 3rd (or 4th?) times a charm? @Simon1976 

[Pootsmanuva]

It worked.

I has to tell the agent once *again* how I'd done all the resets but a new Versa is on it's way to me....thanks @Simon1976 

[Simon1976]

You're welcome. Just hope that you don't have to do it as many times as I
have. I'm waiting on a new one. 6th times lucky?!

[Pootsmanuva]

So I've been sent a new watch but guess what? That one doesn't work either! I imagine this is a reconditioned unit but the touchscreen element and the screen are completely useless.  The screen doesn't scroll and the watch and the various apps just flicker randomly 😬

Time to start a new thread and back to support!