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Versa stopped tracking Data!!

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Hello. My Versa is 9 months old. It is firmware version 32.68.9.15 App is:3.9.2  I use iPhone Xs Max to sync it with your app. Recently it stopped tracking Heart rate, sleep, stairs climbed & active mins, hourly activity, miles & steps. The heart rate displays "--" . I finally looked at the bottom of the watch and the green light is not illuminated. The sensor is not working at all. I jumped through all the troubleshooting guidelines you state and still nothing. I even did the factory reset as a last resort and it still won't track or show me a green light on the back. It is so frustrating! Please advise as to how I can get.a replacement. This is unacceptable. Thank you for help as I have been a long time user! 

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Hi @marsydoats , since you have done all the known steps to solve the problem with no luck, call Customer Support asap. Probably a hardware issue. regards kuzibri

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Did you have any luck getting it to work? I'm experiencing same problem and have been months. Contacted customer service did all forms of trouble shooting with it still not working. They said all they could do is send me 20% coupon for a new purchase. What???!! So frustrated I just want a product that works!

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Hi, it’s not working. Only had in 9 months and am still within warranty of 1 yr. For $200 you would think you would get more use from it. I called and explained that it stopped tracking heart rate, sleep, hourly steps, etc. In fact, it was only able to give me accurate time and date. Also, the green sensor lights on bottom of tracker aren’t working at all, which means it is not reading my heart rate, sleep and active minutes during gym workouts. I tried all the reset suggestions from FITBIT forum.
CS had me jump through hoops that I had already tried: restart it, do factory reset, sync, turn off Bluetooth and back on, walk 100 steps and re sync etc. This got it to at least record my steps. When I said: I still see the heart rate icon with 2 dashes in place of my heart rate, she said: 2 dashes are where the heart rate should be? I said: Yes. And the green lights on underside of watch are still off. She said let me check your warranty. They sent me email saying they are sending me a replacement. It’s probably going to be a refurbished one and won’t last. I’m just plain skeptical about this Versa now! How many months have you had yours?
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Thank you. I did call and tried some trouble shooting to no avail. Heart rate still shows “- -“ so they are replacing my Versa. I am within a year of purchase-I’ve owned it 9 months. I am so relieved, but also wondering why a $200 Product could go bad in 9 months when I am so cautious with it.
Thanks for meeting my email quickly!
Marilyn
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