Versa 4 not tracking my heart rate, zone minutes or steps correctly

[WeMo1964]

I am wondering if the Versa 4 is too big for my wrist. This is my third Fitbit, and it is not measuring my steps, heart rate, or zone minutes correctly. It seems to be underreporting. Is anyone else having this issue?

[JuanFitbit]

@WeMo1964 , Nice to see you here. Thank you for your message. 

Have you tried wearing the Versa 4 a bit tighter or higher on the wrist, so that your motion and other stats get recognized better?

[caitlinjeann713]

Same. I wore a Versa 2 for almost three years with no issue (until the screen broke but it held up to a lot of wear and tear over the years). I just got my Versa 4 and it isn't tracking my heart rate (haven't noticed with steps or zone minutes yet). I don't believe it's the tightness of the band (I've tried tight and a little loose to no avail). I wonder if the Versa 3 is the way to go. Sounds like the 4 has some issues to work out first. 

[WeMo1964]

Hi Juan,

Yes I have. I tried the band tighter and succeeded in giving myself some sort of awful rash.  I tried my right arm, my left arm, rearranging how the Fitbit sat on my wrist. On the left arm, I logged zone minutes but was way under on steps. On my right arm, I logged steps, but very few zone minutes. On my right arm, it would even stop sensing my heart rate.  I did much better with the Charge 5 - it has a smaller face.  I think the Versa 4 faceplate is too big for my wrist.  I have very small wrists. I really wanted to like the Versa 4 and struggled with it for one month. I am returning it, and purchasing a Charge 5. That worked better for me.

[WeMo1964]

Hi Caitlinjeann, Thank you for your response. I thought I was losing my mind. It is nice to know I am not the only one who noticed this.

[JuanFitbit]

@WeMo1964 , Thank you for your reply!
Our team confirmed me that you already started a process with them. Keep working with them to avoid confusions. They'll take good care of you.

@caitlinjeann713 , Thank you for your insights and feedback. Do you still have difficulties with the Versa 4? 
If so, do the green LEDs blink?
What have you tried until now, so that I don't ask you to do again, if not needed?

[WeMo1964]

Hi, I have sent off the Fitbit. Should I disconnect it from my dashboard now, or when it is received by Fitbit?

[JuanFitbit]

@WeMo1964 , Thank you for keeping me updated. 
If you already sent the device to our warehouse, you can remove it from the account. You can also wait , until you get another Fitbit to remove  the Versa 4. 
It's all up to you . 
Keep your case number at hand, should you have questions regarding your case, so that you can contact Support at any time and they can find your case easier. 

[WeMo1964]

Thank you!  I appreciate the quick response!