Versa stopped tracking active minutes

[BoyMom1999]

My versa had been giving me active minutes until a week ago.  Now no matter what exercise I do, it registers as no active minutes ( examples of exercises biking, lifting weights, walk/jog, push mowing mower).   I factory reset the Versa, disconnected versa from iphone, and it still shows no active minutes.  Any help would be greatly appreciated.

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community @BoyMom1999. 

Thanks so much for taking the time to troubleshoot the issue you're experiencing with your Fitbit Versa no longer tracking your active minutes. As you know, the active minutes are awarded when the activity you're doing or logging is more strenuous than regular walking. The active minutes are only recorded for activities that last 10 minutes or longer. For more information about how the active minutes are calculated, please see this help article: What are active minutes? 

I recommend to restart your device as described in this help article. This will refresh your Versa internally. If the issue persists, please let me know how do you track your exercises (manually logging, using the Exercise app on the watch or with the SmartTrack).

Please keep me posted.

[BoyMom1999]

I have done the reset several times, and still no active minutes. I spoke with a fitbit representative the other night on chat and they gave me case number. I did all the things they recommended and the active minutes still do not work.   I rode my bike yesterday, the same route that I rode on June 13 (when the active minutes was working) it should avg bpm 139, 238 calories burned, and 31 active minutes - on yesterday's bike route the fitbit shows 137 avg bpm, 33 calories burned and 0 active minutes---this is NOT correct.  How do I fix this issue?

I track my exercises by clicking on the bike and then tapping play, or just by exercising (when lifting weights).  I do not manually enter any info into the app or on the computer. 

Moderator edit: personal info removed

[CaseyAnn13]

It hasn’t happened consistently for me but has happened twice in the past two weeks. 😡

[Bejohn555]

I'm having the same trouble.  I rode my bike an hour - and received my exercise leg  but no activity minutes.  I have done the reset and shutdown things.  

It is maddening!!!

P.S. my heart rate did not measure either.  

[LiliyaFitbit]

It's nice to see you around @BoyMom1999 @CaseyAnn13 and @Bejohn555. I am sorry for the delayed response. 

@BoyMom1999 thank you for your efforts to resolve the issue and providing the additional details. I appreciate the information that you've been in touch with Customer Support and they provided you with the case number. Since the issue persists, I've updated your case so our Support team can assist you further and provide a solution. Please keep an eye on your inbox. 

@CaseyAnn13 thank you for joining the conversation and sharing that you experience this issue sometimes. Have you noticed if this happens with some particular activity you're doing? Have you restarted your device to see if this helps? 

@Bejohn555 thank you so much for taking the time to troubleshoot the issue you're experiencing with active minutes. I appreciate the information that your heart rate monitor is not working either. I understand how frustrating this is for you. Since you've tried already to resolve the issue, I've sent your case to our Support team so they can investigate further. You will receive an email from them soon.

I'll be around if you need further assistance. 

[Demar086]

I am also having this issue. My husband and I did the same yard work today and he received 203 active minutes, whereas my Fitbit recorded nothing. He has the Charge 2 and I have the Fitbit Versa Lite... I tried restarting my watch as suggested in other posts and... nothing. I just bought this tracker a week ago... how do I get this fixed??

[BoyMom1999]

I would do the chat on fitbit and since you just bought yours, they should
replace it. Good luck

[Demar086]

@BoyMom1999 thanks for the reply. I did the chat and after quite a bit of investigating, they determined that myself and many others are experiencing similar issues; all related to the tracker recording low calorie burn (which in turn doesn’t record active minutes). I was told that Fitbit is aware of the issue and they are working on a resolution but that it likely wouldn’t be corrected in the immediate future.

[BoyMom1999]

Not great news to us that have bought one for that exact reason. Mine
still does not track active minutes, but my son has the fitbit charge 3
like your husband and it does track active minutes.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Demar086. Thank you for your reply, @BoyMom1999. I am sorry for the delayed response. 

@Demar086 thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate your efforts to resolve this and contacting our Support team. Thank you for your patience and understanding while we work to improve your experience.

@BoyMom1999 thank you for your helpful tips. Please don't hesitate to contact our Support team with any additional questions regarding your case since they have already all the details and special tools to continue assisting you. 

Be sure to keep your Fitbit device and app are up-to-date since these updates provide feature enhancements and product improvements.

Let me know if you have further questions. 

[KenMos]

I am having the same issues of not tracking active minutes.  I done the reset and still not working. I see others having the same issue. Please post solution 

[LiliyaFitbit]

Welcome to the Fitbit Community, @KenMos.

Thank you for joining the thread and sharing that you're experiencing the same issue. Thanks for trying to resolve this by doing a restart and I am here to help. As you know, the active minutes are awarded when the activity you're doing or logging is more strenuous than regular walking. Also keep in mind that active minutes are only recorded for activities that last 10 minutes or longer. For more information about how the active minutes are calculated, please see this help article: What are active minutes?

I also recommend confirming if your app and Fitbit device are updated to the latest version. 

In order to investigate, please let me know if you manually log any activity? What type of exercise are you doing and how do you track them? Do you have any third party apps connected to your Fitbit account? 

Looking forward to hearing back from you.

[jonesenu]

I am also having the same issue with no active minutes being tracked. I have deleted and downloaded the app also turned off and on the watch. Ple

[LiliyaFitbit]

Welcome to the Fitbit Community, @jonesenu.

Thank you for joining the thread and sharing that you're experiencing the same issue with your watch. 

I appreciate your efforts to resolve this and I am here to help. I would like to confirm the steps you've followed to restart your device: How do I restart my Fitbit device? 

Please let me know the type of exercise are you doing and how do you track them? Do you manually log any activity? I will be glad to investigate. 

For more information about the active minutes, see Active minutes.

Looking forward to your response. 

[Naunilee]

I'm having the same issue. I didn't have a problem until I loaded the newest update earlier this week. I'm super frustrated, I work hard and want it to count

[Demar086]

I actually went through a ton of issues with this model of Fitbit. Eventually I was sent a replacement and have chosen not to upgrade the firmware from what is sent factory. I’ve had much better luck all around. I no longer have issues with the Fitbit restarting , crashing, recording data, none of it. It’s kind of annoying that it keeps telling me that there is a firmware upgrade available on the app, but if you can ignore it, I would recommend not upgrading, personally.

[Naunilee]

I ignored the update for quite awhile.... Now I'm regretting it 😕 

[jonesenu]

Hello. I walk 5 miles and 90 minutes of cardio per day. I am having to delete app and download practically daily. I just got back from a solid 45 minutes of cardio walking and the active minutes reset itself to zero every 3 minutes. How frustrating. Its even showing I had zero active minutes yesterday when I had 105 minutes. This is super frustrating. 

[Sfab]

I am having the same issues since the past four days it’s not recording my calories burnt properly or recording my active minutes! It’s quite irritating. Is there a firmware issue we should be aware of?