Versa's heart rate tracker malfunctioning

[CoryO]

Hello,

My fitbit versa, charcoal editition, has recently started tracking a heart rate even when I am not wearing it. I have reset it multiple times and the issue still reoccurs. Is there any fix for this? 

Thanks,

Cory

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@CoryO welcome to our Fitbit Community! I'm happy to assist you with your Fitbit Versa since the heart rate feature is being tracked wrong and it's being tracked even when not wearing it.

Please try turning off the heart rate feature and then turn it back on. In case the issue persists, try a factory reset. To do so on your device, open the Settings app > About > Factory Reset or Clear User Data. After this, monitor the heart rate feature and see if the issue gets fixed.

Keep me posted on the outcome! 

[Ehoffman]

My Versa's heart rate has been malfunctioning for two days. The Versa says my heart rate is 160 while a Polar heart rate monitor says it's 53.  I tried turning the heart rate off and performing a factory reset. I called customer service and after troubleshooting they said it's a firmware issue that engineering is trying to resolve. Customer service said I need to wait and hope the issue is resolved. There was clear plan for follow up. My device is not usable, except for time, date, and steps.

[CoryO]

Unfortunately none of this worked to fix the errant heart rate tracking. Any other suggestions? 

[CoryO]

@JuanJoFitbit not sure if you saw my response below but the steps you gave me did not work and the problem is continuous now. Every time I take off the versa it tracks a "heartrate" around 109. Very frustrating while trying to focus on resting heart rate. Any other fixes or is there something I can do?