Versa 4 won't track my heart rate accurately

[Viking2112]

Why does my versa 4 not show heart rate or detect sleep but have noticed when I take the watch off the heart rate shows on the screen and when I put it on the heart rate ect disappears again, very annoying.

Moderator Edit: Clarified subject

[Guy_]

Hi @Viking2112 - this may be a clock face issue - try changing to another clock face.

Also swipe the watch face down and disable Always On, Sleep and Do not disturb and enable wrist wake.

[MarreFitbit]

Hi there, @Viking2112. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Versa 4. I understand how you must be feeling. @Guy_ Thanks for your help!

I've seen you contacted our Support Team before posting here and they've already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.

See you around. 

[Viking2112]

Hi marrefitbitt,yes I contacted customer support who has passed me onto another support department, haven't received an email as promised,will try to contact support again,this is taking up lots of my time to resolve an issue on a brand new product that does not work very frustrating and not a great advert for Fitbit.

[Viking2112]

Hi guy,will try a new click face,the versa 4 doesn't have some of the features you mentioned, thanks for support.

[Guy_]

@Viking2112- thanks, to avoid confusion can you please confirm the watch model you have or how long you have had it. Different models have different paths and features, we need to be sure they are the right ones for you.

[Viking2112]

Hi guy, it's a versa 4. Was thinking,I have a heavily tattooed wrist , would this affect how the sensors work 🤔,thanks for your help.

[Guy_]

@Viking2112  - thanks, yes tattoos can be a problem.