Versa 4 heart rate and sleep won’t track

[5oph]

Hi, I have had my Versa 4 since beginning of December. First the sleep stopped tracking and now the heart rates not showing either for the last few weeks. I’ve tried

-adjusting the strap

-swapping arms

-switching it on and off

-factory reset 

----

Oh and I have also cleaned the sensors 

any other suggestion I can try? Thanks in advance 

Moderator edit: clarified subject.

[timvalladares]

Same issue with VERSA 4....I have sleep stages but no sleep score.  Tried all the above and not getting much help from customer service other than the "cut and Paste" reply is see on here all the time.  Been a customer for 10 years but the service has gone WAY down.

[ManuFitbit · Accepted solution]

Welcome to the forums @5oph @timvalladares.

Thank you for taking the time to share the inquiry regarding the difficulty with your Versa 4. Sorry to know the inconvenience. 

While checking your information, I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. Please, take a look at your inbox and keep in contact with Support.