Heart rate monitoring incorrectly

[Mazkay7]

So yesterday (after four months) my Versa started monitoring an extremely high heart rate (140-170) when my usual resting heart rate is approx 60bpm. Same thing today, it’s throwing all my stats out, today it thinks I have done 672 active minutes!!

i have even had my heart rate and blood pressure checked by a nurse to check I wasn’t about to keel over (Fitbit read 139, actual was 67)

fitbit help aren’t being very helpful, asking stupid questions like how far up my wrist is it (same place as last four months) and have I had a lot of caffeine today (what like 20 coffees?!) and saying as it’s over 45 days old will not refund me, what can I do??

I have reset it at least 5 times

I’m training for a 12km run so do need it to be working properly 

[LiliyaFitbit]

Welcome to the forums @Mazkay7 ! I am sorry for the delayed response. 

I appreciate your participation in the Forums and for sharing the details of the heart rate accuracy issue you're having with Fitbit Versa and your experience with the Customer Support team. Thank you for double checking your heart rate and blood pressure as it's important. I appreciate your efforts to resolve this and your feedback. We're constantly working on improving our devices and user experiences and appreciate all the input we receive from our customers.

Since you've contacted the Support team already, I recommend to continue working with them as they will do their best to investigate this and help you to get back on track so you could continue training for a 12 km run. 

I'll be around if you need further assistance.

[R_ob]

I’m having the same issue. 

[Mazkay7]

I gave up with Fitbit and took it back to the retailer from which I bought it and they swapped it straight away for a replacement
I’m very disappointed with the way Fitbit have dealt with it, I’m actually a fitness trainer for people with disabilities and will be mentioning this on my blog!
Good luck

Marianne Morley
Sent from my iPhone

[LiliyaFitbit]

Hello @Mazkay7  and @R_ob  thanks for joining the conversation. I am sorry for the late response. 

@Mazkay7 I am glad to hear you're able to replace your device at the retailer. I am sorry to to hear about your experience with Customer Support, thank you very much for sharing your feedback since this helps us to keep improving. I am sure they tried to help you in the best possible manner, once again I apologize for any disappointment. 

@R_ob thank you for sharing your experience. I've confirmed that you have been in touch with Customer Support. I recommend you to keep working with them as they are going to take care of you.

If you have any questions, feel free to let me know.

[Yvielynn]

Same issue here! I just got the versa and it keeps saying my heartrate is 120 and its only 70.  Should I return it?

[LiliyaFitbit]

Hello @Yvielynn it's great to see you around! 

Thank you for sharing the details of what you're experiencing with your heart rate tracking. Accuracy is affected by personal physiology, location of wear, and type of exercise. You can find the complete tips to improve accuracy of heart rate reading here.

Regarding your question, Fitbit has a 45-day return policy, so anything purchased directly from Fitbit can be returned for a refund for any reason within 45 days of shipment. If you've purchased from a retailer, you'll need to return your product directly to the retailer, following their return process. You can read our full return policy on our website by going to http://www.fitbit.com/returns.

Let me know if you have any further questions.

[goodyears]

Same issue started happening to me, 3 days ago. Heart rate measured by versa at rest was 120, when in fact it must have been like 70 to 80.

I have been using the versa for almost 10 months, so had no option to return it.

I was looking at comments on groups here. I did the reset and also turned the heart rate on and off couple times, syncing with app. Still the high heart rate continued.

Then I did not wear versa for couple days.

Wore it yesterday again and now its showing correct heart rate. It's been tracking correctly since.

So glad, that I can still use it. Wanted to share this with you all.

[Nkloeffel]

I'm having the same issue with the heart rate monitor.  It sometimes goes up to 150, but it actually in the 70s.  Or, it remains at one number (85) over an entire day as well as when it is being charged (and I'm not wearing it). Have reset it numerous times.  Have had it too long to return, but need this to work.  Thanks!

[LiliyaFitbit]

Welcome to the Fitbit Community @goodyears and @Nkloeffel!

@goodyears I appreciate your participation in the Forums and sharing your experience and a solution! Thank you for your time and efforts, I am sure it can be helpful to others! 

@Nkloeffel thank you for sharing the details of the issue you're experiencing with tracking your heart rate. I appreciate your efforts to resolve this by restarting your device. Heart rate can be affected by a number of factors at a given moment. For more information about it and how to improve its accuracy, please see this help article: How do I track my heart rate with my Fitbit device?

I'll be around if you need further assistance.

[Caz29]

Having a similar issue.  Resting heart rate has increased from 54-55 to 64, jumping from 60 to 64 in one day with barely any heart rate data.  When i check the daily data read out my heart rate clearly spends a decent amount of time below 60. Plus, I've been INCREASING the amount of cardio I do so it should be going down.  Support mods on this site are useless.  All they do is thank you for your feedback and tell you to reset your watch.  No info about known issues/bugs or any timeline on upcoming firmware. Zero transparency.

[LiliyaFitbit]

Hello @Caz29 , it's nice to see you again in our Community Forums. 

Thank you for sharing your experience. I appreciate your feedback since this helps us to keep improving. 

Since you've tried to resolve the issue already and checked the information provided above, I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

If you have any questions, feel free to let me know.

[Nkloeffel]

I was told my situation was sent to the support team, but I haven't heard
from anyone. As of yesterday, the Fitbit Versa will not recognize any heart
rate. It is totally blank, and the lights on back are not on or flashing.
The heart rate monitor was the most important element for me, so I am rather
frustrated at the moment. I have owned a regular fitbit, a fitbit Blaze,
and now the Versa, so I know the correct placement. I have reset it
numerous times, left it off, etc., and nothing. The Versa has been great
ever since I bought it up until a few days ago when it seemed to go haywire.
It now useless to me. Would appreciate any help.

nkloeffel

[Pam3la]

Mine is also doing the same thing! I noticed a couple days ago it would say my HR was extremely high when I would be just sitting at my desk working or laying in bed. It did that for a couple of days and not it has stopped working completely. The lights on the back no longer work. I have this tracker  because I have an irregular heartbeat and I use it to keep track of it. I am beginning to get really frustrated with Fitbit I have had to replace this Versa 4 times already! 

[LiliyaFitbit]

Welcome to the forums @Pam3la ! It's nice to see you around @Nkloeffel !

@Nkloeffel thank you for sharing the additional details. I appreciate your efforts to resolve this, I totally understand how you are feeling. I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this and help you get back on track so you could continue enjoying your watch. Please keep an eye on your inbox.

@Pam3la I'm sorry to hear about your experience. I understand this can be very frustrating since you've had to replace the device 4 times already. Thank you for letting me know that your heart rate is no longer working and you don't see the lights on the back. Upon checking with our Support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

I'll be around if you need further assistance.

[Jenniferinaz]

I bought my Fitbit Versa Lite through an authorized dealer 3 weeks ago.  The heart rate monitor reads about 30 bpm higher than it should from day one.  Because I didn't think about having issues with the fitbit, I threw away the packaging so the authorized dealer won't let me return it even though I have the receipt (B&H Photo).  I have spent hours on the phone with Fitbit who will not agree to let me exchange or return it although they clearly admit they know it is an issue and they have people "working on it" without any type of estimated time frame for fixing it.  This is my 4th Fitbit and the first time I have had any issues other than battery dying too quickly.  I will continue to post on here until something is done at Fitbit because they should not be selling items they know are not working correctly.  The reset to factory didn't work and reinstalling the software didn't work and I even deleted my whole account and reopened it but that still didn't work.  I feel I wasted $160 on something that should have been great.

[LiliyaFitbit]

Hello @Jenniferinaz, thanks for joining the conversation. 

I appreciate your participation in the Forums and sharing your experience with your Fitbit Versa Lite and Customer Support. I'm sorry to hear about your experience and appreciate your feedback. I understand that you've tried to return the device to the retailer. I am sorry to hear you didn't keep the original packaging, we, unfortunately, are unable to influence the retailer's policies. I appreciate your patience while our team is working on a fix and look forward to getting you back on track. Thank you for confirming that you're working with our Support team. I know they will be glad to help you out in the best possible manner. 

If you have any questions, feel free to let me know.

[Janmk]

To everyone in this group please write your problem this group.
So we have more people with the same problem!!.

https://community.fitbit.com/t5/Versa-Versa-Lite/High-heart-rate/td-p/3491356