Versa stopped tracking my heart rate and sleep data

[KelDunc]

My Versa is no longer tracking my sleep or heart rate, and the green LED lights at the back aren’t working. I’ve tried some of the tips on here, including turning it on and off again/ Re-syncing/turning heart rate on and off. But still no luck. I’d be grateful for any other tips please if anyone has had a similar problem. Thanks. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @KelDunc. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa before reaching out. I understand where your concern is coming from. 

Since you've exhausted all steps we could've provided here in the forums, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We hope your issue is solved soon. 

[JustineLang]

Hi I’m just wondering if you  managed to get this sorted as I’m also having issues with my heart rate not registering - I also tried all suggestions but still not working🤷🏻‍:female_sign:

[MarreFitbit]

Hi there, @JustineLang. Welcome to the Community Forums. Thanks for your time and efforts in troubleshooting the issue with your Fitbit device before reaching out. 

If you did follow all steps provided here in the forums but to no avail, please feel free to contact our Support Team. Click here to get connected.

[NickiRenee]

I'm also having that same issue! It just started 2 days ago. 

[KelDunc]

Hi Justine. Mine is not sorted yet unfortunately. I’m contacting customer support again now. 

[KelDunc]

It’s frustrating isn’t it. Hopefully it can be sorted out soon. 

[La_Tigre]

Just had this problem solved.  You have to setup your device all over again.  Everything came back after I went through the process.

[Wnomis]

Having same issues. Did factory reset and it took a update but the issues remains. I chatted customer support and someone is supposed to email me….

[kjdh]

What was the process that you went through? I have tried everything including trying to re-pair the watch with the app but nothing is working.

[KelDunc]

Exactly same with me. I did the factory re set like they advised, but still not working. 

[KelDunc]

I was advised by customer care to to a factory re-set on my versa, and re-install. But it hadn’t worked. Still no heart rate or sleep tracking working. 

[KelDunc]

I contacted the support team, and they talked me through a factory re-set, however this has not resolved the problem. Any other suggestions? 

[SunsetRunner]

Same! Mine stopped working for BPM and Sleep a few days ago! It seems strange that so many people have lost this functionality at the same time. I've done everything, removed my Versa from my phone and factory reset my watch. Rebooted it a few times, changed my watch face a few times, turned the heart rate on and off, cleaned the back of the watch face. Nothing. I contacted support and they said that someone from warranty would email me. However, I purchased this watch in 2019 and warranty is only 1 year. Not sure what they will do for me, hoping we can get this resolved:(

[Wnomis]

They had me do all the trouble shooting steps when that didn’t work I chatted again and was told I would get a email. A few hours later I got the email from warranty folks. They sent a discount code. Aradia had the same experience from reading their post.