Versa won't track heart rate or sleep

[CBOO]

Versa is not recording heart rate or sleep.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@CBOO, it's great to see you in our Fitbit Community! I'm happy to assist you with your Fitbit Versa since it's not tracking your heart rate or sleep.

I'd like you to try the troubleshooting steps that are listed in this help article. After trying these steps, visit this help page, which explains how your Fitbit watch tracks your sleep.

Finally, monitor your Versa during the next 48 hours and see if it tracks your heart rate and sleep properly.

Keep me posted on the outcome! 😀

[Leesa2018]

It’s the same with my versa as well. - heart rate and sleep! I’ve contacted customer service 3 times in 2 weeks almost. Earlier today, I requested to know if it this is my versa only or a versa bug. They informed me “The issue that you have notice is a bug. We’re aware of this issue, but may not be able to provide a fix in the near future. We'll continue to monitor the situation and keep our team informed of its impact.“

[JuanJoFitbit]

@Leesa2018, I'm sorry for the late response. I'm also sorry to hear that your Fitbit Versa stopped tracking your heart rate and sleep as well.

Our team is still actively working on this issue and expect to have resolved soon. Once a solution is available, we'll make sure to post it in the Community.

We really appreciate your patience and feedback since this helps us to keep improving.

I'll be around if any question arises.

[CBOO]

Was this recent update supposed to fix my problem? It hasn’t. I’ve restarted, etc

[MelissaAnne83]

Mine started doing this two weeks ago and now it won't even record my steps. I've tried shutting it down and restarting it. I also tried doing a factory reset and that worked for about 12 hours and now nothing.

[DRedlin]

Same thing happening to mine as well.

[CBOO]

Now, I have no step tracking, as well. 

[SunsetRunner]

“The issue that you have notice is a bug. We’re aware of this issue, but may not be able to provide a fix in the near future. We'll continue to monitor the situation and keep our team informed of its impact.“

Isn't that the same reply other Fitbit watch owners were given aside from Versa?  Seems like a boycott is in order.

[CBOO]

Agree. 3 months and counting awaiting the “fix”. I may move on to apple or Other wearable. 

[KarenScott77]

Mines just stopped reading my heart rate too and at the same time just did basic sleep as it said there wasn't enough data then after 3 days it stopped monitoring sleep all together. I've tried putting it back to factory settings and deleting everything off my phone and setting them both up again my LED wasn't lighting up, after deleting everything my LED lit up for a few seconds then stopped and my versa 2 is still not monitoring my heart rate or sleep I've only had it 5 months 

[CBOO]

5 months! Grrr. How frustrating for you. At least you have the warranty. I hope its covered. 

[KarenScott77]

Hopefully but I got it from very so not sure they might refer me to the manufacturer to get it sorted.

Fitbit should be helping us as they say it's a bug and we aren't able to use half the features on the versa it's their problem 

[Cell31]

Same issue for me. Got it on Xmas and all these issues started the week of 4/22. 4 months total.  My Calories don't display correctly either. I'll be watching this thread closely. 

[MarreFitbit]

Hello everyone. I apologize for the late response. I'm sorry to hear that you're having issues with the heart rate and sleep data on your Versa smartwatches. Thank you for all the steps you've done so far to get the issues fixed. 

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

As we may know, due to the heart rate not working properly we're not receiving sleep data either as your Fitbit estimates your sleep stages using a combination of your movement and heart-rate patterns.

Said so, please try the following steps (even if you have tried some of them already, let's perform them in the order shown):

• 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?

If the heart rate on your watch starts working but it's still not providing you with your sleep stages, take in consideration the information provided here: Why don't I see sleep stages today?

Hello there @KarenScott77. I've seen you contacted our Support Team after posting here to report the issue about your heart rate and sleep stages not working. I'd suggest to keep your conversation with them as they'll know what's the next step to try after everything you have done so far. 

We hope you get back on track soon.

[CBOO]

This did not work for me. lights had stopped working previously and still not working after the procedure detailed in message. No heart rate, either. 

[Cell31]

I followed the steps and the light never came back on. The same problems continue. 

[MarreFitbit]

Hi there @CBOO and @Cell31, thanks for getting back and letting me know the outcome of the steps I recommended. 

I created a case for you and someone will respond as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond.

We hope to get you back on track soon.

[Tiff129]

I am having the same issue and just went through the steps listed. It is still not working and when taken off no lights are on.

[screaminnorman]

Did not work for me either. Looking elsewhere for another watch. Maybe Fitbit will fix this and I'll have a back up watch.