Versa stopped tracking my heart rate

[PriscillaRP]

I have a Versa special edition and my heart rate monitor stopped working a couple of days ago. 
I believe it stopped working in the middle of the night as that’s when my sleep tracking just stopped being recorded. I first noticed that my steps weren’t being tracked and did a couple of resets until it was back tracking steps. However, the heart rate tracking hasn’t come back. 
I searched the troubleshooting and unsynced, resynced, factory settings, some more resetting but still

nothing. Could someone help me please?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @PriscillaRP, it's nice to see you around the Community Forums. Thanks for the details shared in your post, I understand where your concern is coming from. I appreciate you have already tried to troubleshoot the heart rate monitor on your Versa before reaching us.

At this moment, the limits of what we can do for you here on the public community forums for the issue you're experiencing have been reached, so I've contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We hope your issue is solved soon. 

[Ky72]

Hi - this has happened to me too. Like Priscilla, I have applied all the troubleshooting steps. I've had my Versa for only a 1.5 yrs - really disappointed that this major feature has faulted and appears to be a common problem. The watch otherwise works perfectly - It would be great if Fitbit would provide a solution other than buying a new one.

[MarreFitbit]

Hi there @Ky72, welcome on board. Thanks for letting me know that you've also troubleshooted your Versa's heart rate monitor prior to posting here.

I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. Please keep in mind what I highlighted in my previous reply, support options are limited and wait times are longer than usual due to the recent events.