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Sense heart rate stopped working after the update

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‎02-01-2025 09:42 - last edited on ‎02-01-2025 09:51 by Fitbit Moderator

‎02-01-2025 09:42 - last edited on ‎02-01-2025 09:51 by Fitbit Moderator

My sense heart rate monitor stopped working after the January 2025 update.  Purchased in Dec 2020 and hence no warranties.  Contacted customer support and only option given was to replace the device!  The bottom LEDs are no longer glowing-even after a factory reset.  Was using the watch with utmost care- never dropped or hit hard on any surface.  Poor quality or an issue with software?  Not sure.  Anyone else faced similar issue after a software update?  

Moderator Edit: Clarified subject

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2 REPLIES 2

‎02-01-2025 09:54

‎02-01-2025 09:54

Hi there, @Sagir. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Sense has stopped tracking your heart rate. I understand your concern.

I've seen you contacted our Support Team just right after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

Thanks in advance! 

Maria | Community Moderator, Fitbit


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‎02-01-2025 10:23

In response to MarreFitbit

‎02-01-2025 10:23

Hi @MarreFitbit Thanks for the quick response.  Contact your support team around ten days back and am in the process of finalizing another smart watch.  They were not of much help, as I already did all possible options for reviving my Sense.  But the point here is, if such an event happens after a software update, there should be an option to revert to previous version and check- this was not by the team.

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