Versa's heart rate sensor stopped working

[SunsetRunner]

I just got my replacement Fitbit back in February or January (can’t remember 🤷🏻‍:female_sign: When I got it in the mail) anyway...

I called the company and they sent me out a new one because I was still under warranty and now my heart sensor isn’t working everything else is working on it but the heart light thing isn’t I honestly don’t know what I am doing wrong? Can some one please help me?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @SunsetRunner, it's great to see you in our Fitbit Community! I'm sorry to hear that the heart rate sensor of your Fitbit Versa stopped working.

In order to fix this issue, try the troubleshooting steps that are listed in this help article. After this, monitor your watch and see if the sensor turns on and it tracks your heart rate properly.

Keep me posted on the outcome.

[SunsetRunner]

I have done everything that was said on the website you offered and it was my 4th time of restarting it from the beginning I left it alone all day Sunday and logged out of Fitbit all day and kicked out the versa 2 out of my wifi too all day Sunday and night then in the Am of Monday (6/8 10am-ish) I restarted everything and turned on everything and my heart ❤️ rate sensor is still not working? Everything else is working but the heart rate sensor isn’t working even though I have everything on? I am very frustrated.. I honestly don’t know what I am doing wrong? 😭🤦🏻‍:female_sign:

[JuanJoFitbit]

Hi @SunsetRunner, thank you for getting back and trying the recommended steps. I'd like you to try one more workaround, which has been helpful for this type of issues.

Please try a factory reset. To do so on your device, follow the steps below:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. Set up your watch from scratch and see if it tracks your heart rate properly

Let me know how it goes.

[SunsetRunner]

I only have the Fitbit versa 2 and it only has 1 button? So what else can I do to get my heart rate thing to work again?

Sent from my iPhone

[JuanJoFitbit]

Hi @SunsetRunner, thank you for getting back. I apologize for my previous misunderstanding. Please try the factory reset as instructed below, which are the correct steps for the Versa 2:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.
• Setup your watch from scratch and see if it tracks your heart rate properly

I'll be around if more assistance is needed.