Versa stopped tracking heart rate and calories burned

[LouisaH77]

My heart rate monitor has been recording peak all the time for days and now stopped working completely. 

Now the calorie count function has stopped working too

 A 2 hour walk was 121 calories. I was with the kids but honestly, I burn more calories asleep!

Performed reset 3 times and no change. Please help!

Moderator edit: updated subject for clarity

[JuanJoFitbit · Accepted solution]

Hi @LouisaH77, it's great to see you in our Fitbit Community. I'm sorry to hear that your Fitbit Versa stopped tracking your heart rate and calories burned. I totally understand how you feel about this and I appreciate the time spent trying to get this issue resolved before contacting our forums.

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

Finally, monitor your watch during the next 24 hours and see if it tracks your heart rate and calories burned properly.

Keep me posted on the outcome.

[LouisaH77]

Sorry this was my fail. It hasn't worked. Have reset and shutdown twice and nothing has changed. The heart rate continues to be greyed out. I have also switched the heart rate on and off and back on again.

It has been working fine since I bought the watch last year until recently.

[JuanJoFitbit]

Hi @LouisaH77, thank you for trying the recommended troubleshooting steps.

I'd like you to try one more workaround, which has been helpful for this type of issues. Please try a factory reset. To do so on your device, follow the steps below:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. Set up your watch from scratch and see if the issues get fixed.

Let me know how it goes.

[LouisaH77]

So...

I tried this and then had a red cros saying not synced, try again. 

In my wisdom, I then unpaired it with my phone app as it was not syncing and I am sure I read that Incould do this.

Anyway, tries the combination of buttons a few times and I cannot get back to set up.

Will let the Fitbit battery run down and recharge to see if that helps as I cannot get past the red Cross screen.

[JuanJoFitbit]

Hi @LouisaH77, thank you for getting back and trying the factory reset process. Please let me know how your Versa behaves after letting the battery drain and re-charge it completely. Make sure to charge it for 2-3 hours.

Looking forward to your response.

[kira_paige]

I’m having similar problems with my Versa 2. It worked great until the last week or two and the heart rate monitor is not working. I’ve done all of the turn offs and factory resets and made sure that the heart rate tracker was turned on in settings and that it synced to my phone. Nothing is working. The heart rate will inconsistently world and then the green sensor light goes off and there’s nothing. I’m pretty disappointed actually. What should I do? 

[JuanJoFitbit]

Hi @kira_paige, thank you for joining us in this thread and our Fitbit Community. I'm sorry to hear that your Fitbit Versa 2 stopped tracking your heart rate as well.

Since the issue persisted after trying the recommended troubleshooting steps, 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 be around if any question arises.

[Kastrid]

I have the same issue as well.  The heart rate monitor won't work.   The lights on the back aren't turning on.  I have tried turning the heart rate monitor off and on again, I've restarted it and done factory resets multiple times, I've tried every suggestion in the help articles  but nothing has helped.  What else can be done? It's extremely frustrating!  These cost too much money for people to just say "oh well" and move on to a different fitness tracker.  

[JuanJoFitbit]

Hi @Kastrid, thank you for participating in our Fitbit Community. Thank you also for trying to get the heart rate tracking issue before contacting our forums.

In order to avoid any confusion on my end, let me know what troubleshooting steps you have tried. Also, let me know if the factory reset was performed as listed below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, set up your watch from scratch and see if it tracks your heart rate properly.

See you around.