Versa shows zero calories burned/high heart rate

[frissa]

First my Fitbit Versa is no longer tracking calories burned.  I select an exercise, usually do about 60 minutes and calories show as zero burned... frustrating. It even registers when Im not wearing it... 

Second, my BPM is registering extremely high now.  My resting HR is avg 51 and now like 120+.  I can be sitting watching TV and it's up to 150+.  Also when I workout it will go from high to about where it should be when I workout.

I have resynced multiple times, turned of heartrate and back on, shut off both app and versa and nothing...  I really dont want to do a factory reset.... HELP!

Thank you,

Christa

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community @frissa. Sorry for the delayed response.

I'm sorry to hear that your Fitbit Versa is no longer tracking your calories burned and your heart rate readings are too high. Thank you for letting us know the troubleshooting steps you've performed. It is normal that your Versa register calories burned when you are not wearing it because it is an estimation based on your gender, weight, age and height. For more information about how calories burned are calculated, please visit this article.

Please be so kind to let me know the following:

- Are your calories burned showing zero in your Fitbit Versa nor in your Fitbit Account?

- Do you see "--" instead of the amount of calories burned?

- Do you see the same information on the Fitbit app as well as on the fitbit.com?

In order to obtain more accurate heart rate readings, we recommend following these instructions. Could you please confirm that you've followed those recommendations?

I'll be waiting for your response.