Versa won't track my heart rate or sleep

[katherinedercol]

My versa won’t track my heart rate or sleep. I have tried restarting my fitbit, making sure the heart rate is turned on, and I have taken off my band and reattached it. Please let me know anything else I can do. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @katherinedercol, welcome to the Community Forums. Thanks for the details provided in your post and for letting me know about the difficulties you've been having to track your heart rate and sleep. I appreciate you've taken the time to troubleshoot this issue prior to posting here, I'll be glad to help you.

As you may know, sleep stages are based on heart rate data, so make sure that you're getting a solid heart rate reading , since sleep stages requires consistent HR. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight. Also, double check that your watch is charged up. 

Additionally, I'd recommend checking the following that could be preventing you from receiving sleep stages:

• If you used the "Begin Sleep Now" option in the Fitbit app (instead of simply wearing your device to bed).
• If you slept for less than 3 hours.

For more information about why you see your sleep pattern, tap or click the sleep record that shows your sleep pattern. 

On the other hand, I'd appreciate if you can confirm that you've tried troubleshooting the heart rate as suggested 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. 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?

I'm looking forward to your response, keep me posted. 

[katherinedercol]

Hi! I tried turning off my heart rate monitor, syncing it to my device,
turning on the heart rate, re-syncing, and then turning the device on an
off. It still wouldn’t work. I think that the problem started after I
updated my Versa. I don’t know what else to do.

Moderator Edit: Personal info removed

[MarreFitbit]

Hi there @katherinedercol, thanks for getting back and 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.