Versa stopped tracking my heart rate

[Wizdum]

Contacted support.  No lights.  Nothing but dashes and not tracking heart rate.  My versa is not quite2 yrs old but a rep told me I had to purchase a new one.  I followed all the trouble shooting steps.  Can anyone help?.

Moderator Edit: Clarified subject

[2015Health]

My Versa is only 4 months old and the heart rate tracker is not working at all.  I have done all the troubleshooting and it is still not working.  Very frustrating.

[MarreFitbit]

Hi there @Wizdum, welcome to the Community Forums. I'm sorry to hear that your Versa's heart rate stopped working. I appreciate you've taken the time to troubleshoot it.

We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

On the other hand, I understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our them again and also, you can check our warranty policies here for a better understanding of the information that they provided to you.

Hello there @2015Health, thanks for stopping by and for the details provided in your post. I totally understand where you're coming from. 

Please try the following suggestions:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Versa. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Also, for more detailed information, see: What factors can affect my heart-rate reading on my Fitbit device?

Let me know how it goes.

[Wizdum]

These are all things that Ive tried. I dont understand why there is only a
1 yr warranty in the US and 2 yrs in another. I saw a reply from another
disappointed FitBit customer who purchased a different brand. That is my
plan. I have also seen all of the recent complaints of newer models
malfunctioning. Im not willing to take risk of spending more money with
your company only to have worse problems with a new device.

[MarreFitbit]

Hi there @Wizdum. I'd like to give thanks for the feedback you've provided towards our product. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback. 

In regards to your inquiry about the warranty period, I'd like to add that the warranty in most of the regions is only for 365 days, but In Europe due to the law, is extended for 2 years. For more information, see: Fitbit Limited Warranty.

If there any questions present, please let me know.

[2015Health]

I did the manual reset. I only have one green light working on the back. It
did not work. I think I will need to send it in under the warranty. I have
been a Fitbit customer for about 10 years. I hope I can get this fixed.
Also my God tracking does not always work.
Thank you for answering my concerns quickly

[MarreFitbit]

Hi there @2015Health, you're very welcome. Thanks for the update, I appreciate you've taken the time to follow the tips and recommendations I provided. Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you as soon as possible since our support options are limited and wait times are longer than usual.

I'll be around if you have any questions present.