Versa heart rate sensor not working

[lawrence2593]

i had reset my devices, charge and try whatever step as mention and refer as previous topic but my sensor light not working at all after workout. Please help?

Moderator edit: subject for clarity 

[audriuspo]

Same issue here. Neither the lights nor the reading is working. Tried everything in this thread. I own my versa for 15 months only.

What the hell is going on with this product?

[Mike_Needs_A_Va]

I've had the same problem for weeks. Sure they opened a "ticket" for me
but now my sensor light doesnt work, actual steps arent counted and the
battery lasts 5 hours max. My only help from FitBit is to try a
troubleshooting thread.

[DebMD]

I bought a new one at a discount.

[Smartsepid]

Hi.

I am writing to let you know that the light sensor of my Fitbit versa does not work and my screen has not changed in different light situations and it is always dim. I faced to this issue just after I updated my tracker. could be it because of an update? 

Do you think there would be some way in the next update and our problem would be solved?

I would be very glad if you respond to me. 

[MarreFitbit]

Hi there @DebMD, I'm glad to hear you bought a new Fitbit device at a discount. It's nice to have you back. 

Hello @Smartsepid, welcome to the Community Forums. Thanks for the details provided about your Versa's behavior and for taking the time to troubleshoot it prior to posting here. I've seen you already contacted our Support Team. Since we've exhausted all the troubleshooting steps here and you're now working with our team, I'd suggest to keep your conversation with them as they'll know what's the next step to try after all the steps you've done. 

Hi there @audriuspo and @Mike_Needs_A_Va, thanks for stopping by and letting me know that your heart rate sensors aren't still working. 

Besides the steps you've done so far, I'd appreciate if you both can these recommendations as described below:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Versa. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Also, for more detailed information, see: What factors can affect my heart-rate reading on my Fitbit device? 

We hope to get you back on track soon.

[Mike_Needs_A_Va]

I did that. Five times. I've had a case open with no response for a
week now as to the status. I'll assume I'm past my warranty - as of 3 days
ago it only holds a charge for about 5 hours. After seeing complaints
about replacements having the same issues I dont think I'll be getting
another one through retail.

[Mmritt]

Hi @MarreFitbit. I'm having a similar issue with my Versa Lite as well. I have followed the steps of turning off and on my heart rate, and then restarting twice. I haven't been successful in connecting with anyone through Live Chat.

[MarreFitbit]

Hi there @Mike_Needs_A_Va and @Mmritt, thanks for confirming that you've tried the suggestions above. I've created a case for you both, someone will respond as soon as possible. Note that we may take a bit long to get back to you due to the recent events affecting our operations.

We hope your issue is solved soon.

[Jackier4]

I've heart rate is this - , ive tried it all and still not working. Is this a fixable issue ?

[audriuspo]

I did all of that. Multiple times I might add.

The problem started after the most recent update for my FitBit Versa. It was working just fine before I updated. I tried doing factory reset, but that didn't help.

[MarreFitbit]

Hi there @audriuspo and @Jackier4, welcome to the Community Forums. I'm sorry to hear that the hear rate on your Versa smartwatches have stopped working. Thanks for taking the time to troubleshooting them prior to posting here.

I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual. We hope you get back on track soon.

[Mike_Needs_A_Va]

Do a battery reset. Track everything by time and date

charge to full

leave HR monitor ON even though it doesnt work.

sync 5-6 times a day

once it's dead, let it die completely so it doesnt even display the red
battery symbol

charge to full


be sure to report the data with customer service - I did all of this and
they saw the problems, just shipped me a replacement.

[poppilen]

Hi! Saw the post about versa sensor light not working.  Mine is also not working.  I tried the tip by Mmmarmaduke about switching the heart rate off and on and rebooting in between.  It did not work on my versa 2. I would appreciate any help you could give me.  Thank you! 

[MarreFitbit]

Hi there @poppilen, welcome to the Community Forums. Thanks for following the tips and recommendations provided here in order to fix the heart rate sensor on your Versa 2. Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you due to recent events affecting our operations, support options are limited and wait times are longer than usual.

Hi there @Mike_Needs_A_Va, thanks for sharing those details. I'm glad to hear that you were offered a replacement. 

I'll be around if there's anything else I may do to help you.

[ddubois1970]

I saw your response and was wondering how old is your Fitbit? I’m having the same issues. I did a factory reset and now when I try to add a new device it dang find my Versa 2

[Mike_Needs_A_Va]

Mine is 2 weeks shy of a year old off of the shelf. How long it was hanging
there before I bought it is anyone's guess. My warrantied replacement
arrives in a few days.

[ddubois1970]

Thank you for your quick response. I have had nothing but problems with my
Versa 2. Text supports answer to all of my issues was always a factory
restart. I have had my Fitbit now for almost 2 years. I am debating if I
want to replace it or if I just want to say forget it and go back to the
old time Timex watch. LOL
I just find it very frustrating that you spend a decent amount of money on
something like this and then you have so many problems. I hope that you
have better luck with your new watch.

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Moderator edit: personal info removed

[poppilen]

Thank you, 

But unfortunately I tried the factory reset via the settings, removed the Versa 2 from my devices, and also from my Bluetooth. I then added it back but still no luck 😕. Is there someone I can speak with directly regarding this issue? 

[ddubois1970]

I’m just going to knock up as a loss and shop sound to see what other
options I have.
Thank you for your time.
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Moderator edit: personal info removed

[Jackier4]

. I did everything, ive had it now about 15 months.  Im so disappointed. This is my 4th FitBit and it's frustrating that I'm buying a new one abiut every 2 years with it being out if warranty it's no longer covered. I hate to say it but I'm considering an Apple watch.