Versa's sensors not working since update

[jobethalford]

Ever since the last update, the sensors on the back of my Fitbit haven’t worked. I tried the factory reset, but they still aren’t working. Do any of you have suggestions?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@jobethalford it's great to see you in our Fitbit Community! I'm happy to assist you with your Fitbit Versa since the sensors are not working even though you have tried a factory reset before contacting our forums.

In order to avoid any confusion on my end, I'd like to know how was the factory reset performed. In the meantime, try a regular restart. To do so, please follow the steps listed in this help article. After this, make sure that the heart rate feature is turned on and see if the issue gets fixed.

Keep me posted on the outcome! 

[jobethalford]

On the Versa go to Settings, About, Factory Reset.

I read the Help Article and followed the instructions.  The sensors still aren't working.

Moderator edit: merged reply

[JuanJoFitbit]

@jobethalford I'm sorry for the late response. However, I appreciate the time spent trying the troubleshooting steps advised previously.

I was able to get in touch with our Support team and was told that they assisted you via phone. I'm glad to hear that a solution was provided and you will be back on track soon.

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!