Versa stopped tracking my heart rate

[BeckyW150]

A few days ago, for no apparent reason my Versa stopped monitoring heart rate. Its also not recording exercise or sleep!! The led behind the clock stays off. I’ve tried updating, rebooting, factory reset and switching the heart rate setting on/off. Nothing works. Anything else I could try?

It was purchased new less than 12 months ago so to say I'm unhappy is an understatement!!!!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @BeckyW150. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa before reaching out. We‘re taking your comments and sentiments in regards to our products into consideration.

I've seen that our Social Media Team has created a support case on your behalf to get you in touch with our Support Team for further assistance. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon.

We look forward to getting you back on track. 

[sabrine-27]

Hello

I am having the same issue with my Versa 2, I’ve tried to fix it by following the steps suggested, but the sensor is off. 
thank you 

[MarreFitbit · Accepted solution]

Hi there, @sabrine-27. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. 

Before considering other options, please make sure you've followed the steps below:

• 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 2. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa 2'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.
• 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.

For more information, see What factors can affect my heart-rate reading on my Fitbit device? 

Hope this helps. 

[sabrine-27]

Thank you Maria, I have already tried this 3 times with no results, I have also tried the other options listed on the forum but still nothing. is there anything else I could do please

[MarreFitbit]

@sabrine-27 Thanks for confirming that you've already tried those steps. 

I've seen you reached out to our Support Team after your last response. If you have any questions regarding the outcome of your case, please feel free to reply back to the last email you received from our team so they can continue assisting you.