Versa's HR not consistently working

[kadiebritt]

This seems to be a constant problem, but the heart rate monitor is messed up on my Versa. I've had the watch for almost three weeks. It worked great until this past Monday. It was telling me that my heart rate was in the cardio and peak zones for most of the day and saying that I had close to 400 active minutes. There's no way. I thought nothing of it. The next day, I noticed that every time I looked at the watch, it wasn't reading my heart rate. I then checked the app and it hadn't been reading my heart rate for the whole day. I realized that the green light (heart rate monitor) was inconsistently working, but mainly not working at all. Today is wednesday and it is still not working correctly. I have contacted fitbit about this twice already and they've failed to acknowledge the problem. The first customer service rep took me through troubleshooting steps (which I had already tried all of them on my own) and told me that she checked my account, and from her end, my watch was up to date and working fine. The second customer service rep told me that it was a glitch because fitbit is working on the problem at the moment (okay, whatever, a co-worker has the exact same watch and has experienced no issues). Is anyone having this same issue? If so, what have you done?

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@kadiebritt Welcome to the Fitbit Community! I hope you're doing well! There is something I would like to clarify, the heart rate sensor's lights will always be working even if you changed the settings to off (this helps detect movement for your Versa) so this may cause some confusion. That being said please check that the HR settings are set to On or Auto. Restart your Versa by doing the following:

1.- Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
2.- Let go of the buttons.
3.- If your Fitbit watch doesn't work normally, use the instructions in How do I turn off my Fitbit device? to turn your watch off and on again. 

After this change the HR settings to off, sync your Versa, then change it to On or Auto and sync it again.

Let me know how it goes!