Versa not tracking heart rate

[RK-FB]

Versa heart rate has stopped working. Tried restarting, turning heart rate on and off, factory reset, etc... but nothing works. This seems to be a common problem amongst Versa users recently. What is the fix?

Moderator Edit: Clarified subject

[Bhawinpatel]

Same here. Now versa 2 is like car without engine. 

[chrissy20017]

Contact them on Twitter they most likely will send replacement.

Sent from my iPhone

[LiliyaFitbit]

Hello everyone, thanks for your participation in the Community. 

Thank you for the details mentioned and the troubleshooting performed. I understand that this can be very frustrating, your feedback and comments are greatly appreciated. 

If your watch is not tracking heart rate, please try the tips provided in this article: What factors can affect my heart-rate reading on my Fitbit device?

If the issue persists, the best way to get help for this problem is to chat with our Support team or give them a call. Click here to get connected. 

See you around. 

[Ksuzio]

I have the Fitbit versus lite and I am having the same issue. I’ve tried everything on this threat and now the heart rate monitor isn’t even turning on. I’ve only had it for a year and a half.

[mini35]

Ksuzio

The update Fitbit OS 4.1.1 (Versa 2 only) optimized algorithm to track heart rate.

After I installed the update, my Versa 2 heart rate monitor then stayed on until the heart rate monitor burnt out completely.  The lights constantly flashed until dying.   Nice optimization? 

Fitbit support pointed out to me that my has warranty expired.   One year and a few days old.  Too bad for me and all of the other loyal customers that experienced this.   

[Alei1121]

I'm having the same trouble with my versa 2. A few days ago I noticed the hr wasn't changing and sitting much lower than my average. It would adjust after resetting. Then last night it went completely unresponsive. I've tried all troubleshooting measures and nothing has helped. My device is just over a year old. I'd appreciate help getting the problem resolved 

[BBribiesca93]

Hello @RicardoFitbit ,

I am also having problems with my Versa not tracking my heartrate or sleep for the past week or so. It initially stopped tracking everything but it is now doing steps and distance again. I have tried all things suggested in this forum, including a factory reset, with no change. My watch currently has no green lights flashing. 

Please advise as to what I should do next, thank you!

[Bhawinpatel]

Best you can do is go to Twitter and follow fitbit. Whenever they tweet
reply with your issue. It will give them lesson. Do it calmly.

[kdean0815]

I've been having the same issue. My Fitbit (Versa 2) is only a year old and has worked great up until now. A few days ago it froze on my heart rate being 81 and then stopped tracking it all together. I have tried everything, including cleaning the sensor, shutting down the device and restarting, disconnecting from my phone, and still no response, not even a flicker from the green light on the back. I'd love to hear any other solutions people might have found.

Thanks! 

[chrissy20017]

Contact them on Twitter. I was able to get a replacement.

Sent from my iPhone

[RAYRAY77]

I am also experiencing the same issue with no heart rate tracking.

I have gone through all the above mentioned solutions as well.

My Versa 2 is not even a year old.

Can you please let me know if there is something that can be done.

It was quite an expensive item to have a feature not working. 

[Dewald247]

My Versa 2 heart rate tracking also stopped working. Did all the suggested steps, nothing works.

[AlCeEs]

Joining this long chain of frustrated users. Tried everything previously suggested in this board including the factory reset (so sad to have lost all my data). Heart rate is still showing as a double dash and is not lighting up at all. Really disappointed as my device is just over a year old (got it March of 2020). Is there anything else I can do? This is kind of an important feature to have not work.

[JenJen1999]

I have given up with fitbit after years of loyalty to the company. My Fitbit was less than a year old! I did the update and it broke the heart rate tracker. Very disappointing. If you get anywhere please let me know, good luck..... 

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Still doesn't work. Why did the update make the hear rate monitor fail? 

[DadLife]

I’ve tried all these same solutions and nada. Nothing. Mine is a Versa 2 and worked nice for a few months. Now it’s basically a watch that tracks steps and that’s it. So mad. Even the full factory reset three times and nothing. 

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Same boat. Ugh. 

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Been there done that nothing fixes the problem 

Moderator edit: format

[alexw74]

Same issue as April194

Tried everything suggested here and no heart, no sleep info, and no green lights blinking on the back of the watch.

Surely with so many people having this issue a product recall should be issued? 

[gmac94]

You would think this would be the logical solution. After contacting three different fitbit reps, I was told the best they could do was offer me a discount on my next product, since I was a couple months past the one year warranty when the heartrate monitor completely stopped working.  I promptly told them that there wouldn't be a next product I'd be buying from fitbit, because it makes no sense for me to want to stick with an unreliable brand that so many people are having the same issues with. Yesterday I ordered a new Galaxy Active 2 watch (only like $150 bucks after a rebate and discount, so less than what I paid for my fitbit), and after this whole mess of an experience, I doubt I will ever go back to fitbit.

So sorry you are having the same issues like sooooo many of us. I wish fitbit would hold themselves accountable for this, but big businesses don't seem to care about anything but the bottom line.

[gmac94]

Just a heads up, it took three separate chats for me to even get someone that even attempted to help me. But then they just sent my message on to the warranty department that said there's nothing they will do but give a discount.  Extremely disappointing that what I thought was a great brand and company was so unwilling to help. I went through every troubleshooting step imaginable, but since I was out of the 1 year warranty period, they gave me no solution other than coughing up more money for a new product.

I won't be sticking with fitbit, as I don't want to give more of my money to a product that doesn't last more than 16 months. I just ordered a Galaxy Active 2 watch.  There really needs to be a recall for devices having this issue (which seems to be a huge widespread issue), because I've seen a lot of people turning away from fitbit now because of this issue. 

[DadLife]

There is no recall, apparently not one coming. They've offered me a 35%
discount on a new fitbit device since mine is out of warranty. Why would I
buy a new one to have it crap out in a year? Doesn't seem this issue has
been fixed.
This is my 3rd Fitbit device and likely my last.
I will research new Fitbit devices to see if problem persists, but this may
not show up yet on newer devices, so I'm still hesitant.

[JohntheFisherma]

So warranty is only one year by Fitbit but just know that Australian consumer laws mean consumers can get refunded or replacements for items that should keep working up to a reasonable amount of time. For a device that costs hundreds of dollars and one of its big advertised features being heart monitoring and sleep tracking, i would reasonably expect it to maintain that function for even up to five years. So you would be entitled i believe. i'm no lawyer or anything i just know that australian consumer laws are very robust. mine stopped working at 3 months and sounds like lots of peoples devices stopped at one year or just after.