Versa not tracking heart rate

[Jenngallup]

Yesterday at 7:33am my versa lite vibrated and froze with the restart Fitbit icon on the screen. Since then it will not track HR and the green light on the back is staying on even when put in shutdown mode (before it used to flicker and was not as noticable as it is now).

I have done resets, shut downs, made sure the HR option is on, synced with both on/off and done a factory reset and nothing is working.

Does anyone know what I should try next?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@Jenngallup welcome to our Fitbit Community! I'm sorry for the late response. However, I'm happy to assist you with your Fitbit Versa since it's not tracking your heart rate. I appreciate the time spent trying all the recommended troubleshooting steps before contacting our forums.

Due to this, I'll send your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

Let me know if you have any questions! 

[Jenngallup]

Thankfully I have been helped by customer service and am getting a
replacement. I'm a little concerned about the amount of people who this has
happened to, I'm hoping my replacement lasts longer than three months.

[JuanJoFitbit]

@Jenngallup I'm sorry for the late response. However, I'm so glad to hear that our Support team took care of your case and you were sent a replacement unit. Thank you for posting the update here.

I totally understand your concern but please get back if you need further assistance with your new watch since we'll be happy to help you.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often!