Verse 2 Heart Rate

[Klorissa1821]

My verse 2 will no longer track my heart rate or sleep. The settings are normal and haven't changed, is there a simple fix or is it time to buy a new watch?

[Gordon-C]

Hi @Klorissa1821 

I moved your question to the Versa community forums.  Someone should be able to help you here.

Gordon

[SunsetRunner]

Hello @Klorissa1821 

Can you check to make sure you haven’t accidentally disabled the heart rate? The screen is small and sometimes accidentally taps can happen. You need the heart rate enabled to of course track your heart rate and your sleep. 

Let’s check the settings. Go to your clock face and swipe left to get to your settings (gear wheel). Tap on the settings then scroll down and find heart rate. Is it enabled. If not enable it then sync your Versa 2. If it’s already enabled try disabling it, sync your averse 2 then enable it again. Follow up with another sync so that your Versa 2 will accept the changes. 

If the issue persist try restarting your Versa 2. Just press down and hold the button on the Versa 2 until you see the Fitbit Logo then release the button. You should feel it vibrate letting you know the restart is complete. 

😃 Hopefully that will get your heart rate tracking again as well as tracking your sleep. Please come back and let me know if this answered your question and helped resolve the problem. 

[Klorissa1821]

Yes I've done everything I can. Even reset it. It still isn't working. I
don't swim with it or shower with it on.

[SunsetRunner]

Hello again @Klorissa1821 

Is the green light on the back of your Versa 2 on at all? Some users have resolved this by changing their clock face going through the Fitbit App. It’s certainly worth a try. Here’s how: https://help.fitbit.com/articles/en_US/Help_article/2311.htm

If restarting your Versa 2, toggling on and off your heart rate or changing your clock face doesn’t seem to resolve the problem I’d contact Fitbit Customer Service. You can contact them here: https://myhelp.fitbit.com/s/support?language=en_US. I find calling them directly the most convenient but Live chat is a great option as well. 

I’m hopeful that changing the clock face might do the trick. If not maybe Fitbit Customer service can help sort it out for you. Let me know how it goes.

[Klorissa1821]

I've changed it and still nothing. I'll reach out to customer service,
thank you I appreciate it.

[SunsetRunner]

I hope they are able to help you sort this out @Klorissa1821 😉

[Klorissa1821]

Thank you 😊 I appreciate that

[AshleyWinter]

Did you ever get this figured out mine is doing the same thing.  I have reset it checked for updates. Any ideas?

[SunsetRunner]

Hello @AshleyWinter 

Have you tried the troubleshooting tips I offered in my earlier post? 

[AshleyWinter]

I did and nothing has worked. 😭

[SunsetRunner]

I’m so sorry @AshleyWinter ☹️ I can only suggest calling Fitbit Customer Service using the link above 

[Klorissa1821]

I have no idea...I'm waiting to hear back from customer service. It sucks,
I've had 2 strokes and I rely on it to track my sleep and heart rate.

[SnorkyMN]

I am currently having same issue.  I opened a case but am waiting to hear back.  They originally had me go through resetting to factory defaults and such, but think it's probably busted or something.    I'm guessing they'll try to say to buy a new one since I've had this one over a year.  My HR is currently frozen at 57, was 55 before last reset, and 110 before the reset before then.   Seems random when it freezes, but never changes once it does.

[Klorissa1821]

I'm waiting to hear from them too. I kinda figured I'd have to just buy
another one...bummer

[Burk30]

My Versa 2 has stopped monitoring heart rate as well.  I have tried all of the tips in this thread to no avail.  My Versa 2 is only 45 days old!

[SnorkyMN]

Wow, only 45 days! It is kinda crazy then that it seems like many of us
are failing at the same time, no matter when we purchased this. Maybe
it's just a coincidence, but seems a bit strange.

[OliveFinnsMom]

The same thing happened to me. My Versa 2 just stopped tracking heart rate about two weeks ago. I tried everything suggested here and did the customer service chat twice (factory reset, etc.) but nothing worked. Mine is about 18 months old so they said it was out of warranty but they emailed me a code for 35% off a new device except it's not valid on any of the new devices. My only option is to get another Versa 2 which, according to the forums, has stopped working recently for a lot of people. Disappointing outcome so I'm going to look at different brands.

[SnorkyMN]

I haven’t even been offered the 35% off yet. They haven’t got back to me
on my case for 3 days now. I don’t use my watch for much, mostly heart
rate, steps, sleep tracking, and notifications from my cell. I may have
to do the same, look elsewhere, but don’t want anything I have to charge
every day or two like an Apple Watch.

[Klorissa1821]

That's what I'll probably end up doing as well. Thank you for this
information.