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Versa not tracking heart rate, sleep or active minutes

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‎08-12-2019 13:51

‎08-12-2019 13:51

Since I purchased my Versa last week,  the heart rate monitor works occasionally, but sleep isn't being recorded and my active minutes are not being tracked either.  I have troubleshooted these issues on my own, but nothing is working.  I work out at least 3 days a week and nothing is tracking.  I have factory reset the watch, shut it off and on, removed the watch, re-added it and also removed the app and nothing has worked.  I have also called up tech support today, who told me that this issue is rare, but I see others with the same issue.  The rep said that he cannot replace it because this isn't an issue that he has seen before, which is untrue from the comments in the Community.  I'm at the point where I want to get my money back because I expect everything to work properly because this is what I have paid for.  Any assistance on what I should do would be greatly appreciated because I am EXTREMELY frustrated!

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4 REPLIES 4

‎08-13-2019 08:33

‎08-13-2019 08:33

@Annadoden welcome to our Fitbit Community! I'm sorry about the heart rate and active minutes issues that your Versa is experiencing. I totally understand how frustrating this is for you and I appreciate your feedback and comments since this helps us to keep improving.

 

I was able to get in touch with our Support team and was told that they will follow up on the case via email in order to provide a solution. Please keep an eye on your email account.

 

I'll be around if any question arises.

JuanJo | Community Moderator

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‎08-15-2019 12:27

In response to JuanJoFitbit

‎08-15-2019 12:27

Good Afternoon.

 

I haven't heard back from anyone in regards to my issues.  Can you please let me know when I should be hearing from someone?

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‎08-15-2019 14:26

‎08-15-2019 14:26

I have had my Versa since April and have not had a problem until about a week ago after I got the message “hang tight we are cleaning things up for you”. Since then my battery does not stay charged, my heart rate monitor does not work, and my activity is not recording most days. I can go back and look at my history and all looks fine until about August 8th or so. I have reset and do have a case open. 

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‎10-19-2019 06:40

‎10-19-2019 06:40

I hate to say it, but this is the reason why my wife and I are about to switch over to Apple Watch.  Hers has the same problem and we have had nothing but trouble.  

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