Versa stopped reading heart rate and sleep

[alicat88]

My Versa stopped tracking my heart rate.   I have no clue what happened but I cannot figure out how to fix it.  I have updated the app.  I have turned my versa off and then back on.  I have turned off heart rate tracking and then back on.  Nothing is working.  Please help!?!?!?!?  The green light on the back is not even on or working.

It has also stopped tracking my sleep.  These are the 2 main reasons I wear/use my Versa.  Looking through the FitBit App it looks like it stopped working sometime Thursday, Dec. 10, 2020 after 730pm EST.

Moderator edit: merged reply

[JuanJoFitbit]

Hi @alicat88, it's great to see you in our Fitbit Community. I totally understand how you feel about the heart rate and sleep tracking issues that your Versa has experienced. By the way, thank you for trying to get this issue resolved before contacting our forums.

Please try the troubleshooting steps that are listed in this help article. This article may contain steps that you already tried but you can skip them and proceed with the rest.

Finally, monitor your watch during the next 48 hours and see if it tracks your heart rate and sleep data properly.

Keep me posted on the outcome.

[alicat88]

@JuanJoFitbit nothing from the article has worked.  I will keep a watch on it over the next couple of days but since its been like this for now 5 days I doubt it will magically start working.

[JuanJoFitbit]

Hi @alicat88, thank you for trying the steps previously shared. Don't hesitate to get back in case the issue persists after the 48 hours and I'll be happy to follow up and assist you accordingly.

See you around.

[alicat88]

@JuanJoFitbit i reset it to factory settings last night.  Now its not counting my steps on my versa and still not reading my heart rate or sleep.  I think it's time to send this over to customer service or someone higher then you.  Nothing personal but its been a week now and it's not going to change in 24 more hours.  If it was going to fix itself it would have already.

[JuanJoFitbit]

Hi @alicat88, thank you for getting back and trying the recommended troubleshooting steps. Since the issues persist, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

I'll also be around if any question arises.

[dave25999]

I've had the same problem with my Versa not recording sleep for the past 4 days. I've reset the watch, restarted the watch, had a chat with support, but nothing has fixed the problem.

[JuanJoFitbit]

Hi @dave25999, thank you for joining us in this thread and our Fitbit Community. Thank you also for trying the reset process before contacting our forums.

Since the issue persists, please contact our Support team with the reference number they provided and they'll be happy to follow up and assist you accordingly.

I'll be around if any question arises.

[Christinehct]

I have had the same issue with my versa 2. Last year I had to get my versa replaced at around 10 months of having the device. 
now the new device the replaced it with is doing the same thing, and it had been about 11 months with it! 
i have contacted fitbit and was told that this new device they sent is out of warranty and they could not replace it, only give me a discount on a new device. I don't think that getting another fitbit every 10-11 months is good customer service or says much about the quality of the devices they sell!

[dave25999]

Support suggested changing the Sleep Sensitivity from Normal to Sensitive. That has helped in that I get a sleep recording more often but not every night. Also, the Advanced Setting menu seems to have disappeared from the Profile page. I found it under Activity and Wellness/Sleep.