Versa tracking too many steps and no heart rate

[Verse]

My versa is said I walked over 20,000 steps when I hadn’t even got up for the day yet. I looked at the watch and it was going up by multiples while I wasn’t moving at all. By the end of the day I had 90,000 steps which was no where close. It also stopped tracking my heart rate and sleep. I tried restarting it, syncing it to my phone, turning it off and back on, I even let it die completely charged it and it is still doing it. I’m at a loss for what to do with it now. 

[NellyG]

Hi @Verse  I have flagged a moderator to help you as the usual troubleshoots have not helped.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Verse. It's nice to see you around @NellyG. 

@Verse I appreciate your participation in the Forums and sharing the details of the issues you're experiencing with your Fitbit Versa tracking too many steps and not tracking your heart rate and sleep. Thank you for your troubleshooting efforts. Since the steps you tried didn't work, I recommend doing a factory reset. Please note that you'll need to reinstall any apps on your device after the reset, and if you couldn’t sync your device, then any data on the Fitbit device will be lost. In order to do the factory reset, please do the following:

1. On the watch, 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. Once the Fitbit.com/setup screen appears, open the Bluetooth settings on your phone and unpair the watch from the list. Then, please set up the watch back to your account with the instructions on this link: How do I set up my Fitbit device? 

You can confirm the additional troubleshooting steps for the heart rate issue here. 

@NellyG thank you for your support!

Please keep me posted.

[Verse]

I did the factory reset. The steps are closer but it will no long measure my heart rate at all. 

[LiliyaFitbit]

Hi @Verse, thank you for your reply.

I am sorry to hear the issue with the heart rate persists. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

I'll be around if you need further assistance.