Why does my heart rate not connect? And why is the live chat freezing?

[Shannen-1992]

I wonder if any fitbit users can help me. I got FitBit Versa 2 as a birthday gift, and my heart rate never connects. 

I have also read other people in the community that have the same issue but I can't seem to find an answer for the solution... 

The HR is always blank. The green light flashes but doesn't find connection. However when I place my finger under the green light it receives a HR after about 10 seconds, then disappears one I remove my hand. Nothing gets counted, no HR, no sleep, no calories etc. Basically it tells me the time....

I've lost so much patience now and I cannot get in direct touch with FitBit itself as everytime I try to go onto the chat it freezes. 

Is anyone able to give me advice? I use a Samsung Galaxy S9 to track the app, if that's any use for information...

Cheers 

[Guy_]

Hi @Shannen-1992  - if you have a Versa 2 then try the following

• Turn off the Heart rate in the watch Settings
• Restart the watch
• Turn on heart rate
• Sync the watch with the Fitbit App
• See if it registers a heart rate in the graph
• Try changing to a different clock face

You can reach support in the Fitbit App, click profile photo, Help & support, Contact Customer support.

[Shannen-1992]

Hey Guy 

Thank you so much for your response, I really appreciate the effort. Unfortunately these steps were unsuccessful, I've tried it 3 times. I also tried to call them but have been on a very long wait and just decided to hang up lol. I'll continue to search through some other comments on the community pages and see if I get lucky. 

Thanks again

[Guy_]

@Shannen-1992  - thanks, try chat with them .

They will help with a factory reset and if still faulty and under warranty, 1 to 2 years depending on country law, take it to the shop for a new replacement.