Sense 2 heart rate is not working properly

[KKurtenbach]

I've had my Sense 2 for a week and the heart rate monitor has NEVER worked. I have spent hours trouble shooting it. Restart, factory reset, change clock face, switch bands, switch wrists, etc. IT. DOES. NOT. WORK.  Any further suggestions before I lose it?

Moderator Edit: Clarified subject

[Heather-S · Accepted solution]

@KKurtenbach At this point, you should contact Customer Support for further assistance. It sounds like you've done all suggested troubleshooting methods. Best of luck!

[User0816]

With the large number of posts relating to the same issue, I’m inclined to think this is a software issue on the newer devices.  I used the Sense 2 for nearly 8 months and several other fitbits for over 6 years with no issues until the major software overhaul. I went back to my old Versa 3 and everything is working perfectly.  I can’t believe people have been dealing with this for nearly TWO months and Fitbit/Google has not officially acknowledged this problem. Shameful. 

[Guy_]

Hi @KKurtenbach - when you chat with support as @Heather-S has suggested, be aware if you are unhappy with the watch Fitbit have a 45 day refund policy, this gives you the freedom to try something else.