Incorrect active minutes and heart rate

[TracyWKC]

...but I'm sitting still at my desk. This all started (what I assume) to be Sunday 7/21/19 according to my phone's log.

My active minutes showed 534 minutes on the log, but I only took 7,589 steps.

Monday:  631 active minutes with 7,141 steps. I didn't really think to check my heart rate those days...etc.

It's only 10:35AM CST today, I'm only at 2,332 steps. Somehow I've been active for 254 minutes with my heart rate at 175 bpm all while I'm sitting at my desk typing this up. Whew, am I having a stroke?

Here is what I've tried:

-rebooted watch (total 6 x's)

-uninstalled app from phone and rebooted both

-unpaired watch from app and re-paired

-shook my watch

-shook my phone

-cleaned watch with damp paper towel

-cleaned watch with mouth and canned air

-prayed

Please help! Thank you!

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community @TracyWKC.  

I appreciate your participation in the Forums and sharing the issue you're having with your Fitbit Versa not tracking your heart rate and active minutes accurately. Thank you for providing the troubleshooting steps you've tried. 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, please keep working with them. 

I'll be around if you need further assistance. 

[Fit-Researcher]

Hello, 

It's a very new versa. Used just for 2 days. Since day 3, it's shows incorrect active minutes. I'm usually very active and it showed stuck at 9 minutes. Doesn't correspond to calories burnt as well. The number of floors shown is also wrong. I've tried all possible DIY suggested (also as mentioned in the previous post) before posting here. 

How can this be resolved please? 

Thank you! 

[habayeb]

Having the exact same issues, started a few days ago but I'm out of warranty.

Let me know if yours finally works right again!

[TracyWKC]

I was told to factory reset, but it didn't work for me.

You may have better luck?

On your watch,  go to:

-settings

-scroll to "about"

-select "Factory Reset"

Hopefully, I get an answer soon about the "cardio" I'm doing at my desk job! 🙂

[habayeb]

Yeah I tried that twice, aside from the multiple resets, turning monitoring off then on between restarts, pretty much every step you took, but still nothing.

Just ordered an Ionic instead, kind of disappointed the Versa only lasted 13 months, I really enjoyed it.

[cass_palm]

I am having similar problems starting recently. I am a young, active 20 year old and my resting heart rate is tracking in the mid-eighties! My doctor confirmed that there is no way that is correct. 

Also, yesterday, it tracked 13,000+ steps but somehow with that walking (and a 40 minute workout) it only tracked that I burned 1400 calories...

[Fit-Researcher]

yes, I have tried factory reset multiple times, and also pairing unparing multiple times, app uninstall and install again too. It's the same.

The floor and activity suddnely just stopped being sensitive. And literally this is the 4th night of new Versa. It worked fine first 2 days though. 

Even when I track an exercise and stop it, it does not show up on active minutes 

I hope there is some solution to this, otherwise it is so disappointing!

[LiliyaFitbit]

Welcome to the Fitbit Community @Fit-Researcher @habayeb @cass_palm. It's nice to see you around @TracyWKC. 

@TracyWKC thank you for your efforts to help other users and sharing the troubleshooting steps. 

@Fit-Researcher I am sorry to hear you are going through this situation with your new Fitbit Versa. I totally understand how you are feeling and appreciate your troubleshooting efforts. Since the issue persists, I've sent your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

@habayeb @cass_palm I appreciate your participation in the Forums and sharing that you're experiencing the same issue. I could see that you got in touch with our Support team about this and that they were able to assist you with this matter. Thank you for your time and efforts. 

@cass_palm please make sure your personal details are correct to ensure your calories are being calculated correctly. 

For more information about how the active minutes are calculated, please see this help article: What are active minutes?

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. 

[habayeb]

I'm pretty positive it's a firmware issue. Battery is draining insanely fast. From 100% this morning to 48% now, and literally haven't used it for anything today. Even heart rate tracking is turned off. 

You guys might want to give that a check.

[srigsbystuthers]

I'm having a similar issue with my Versa. About 3-4: days ago it started either but reading my heart rate at all, or  reading it too high. And the active minutes are showing way higher than they should be. I will try to contact support soon. It seems weird that so many people are having the same issue so that was why I alsoi wanted to share here as well. Thanks! 

[LukeMc23]

I'm days away from my warranty expiring and this happened to me too. I spent 4½ driving yesterday and somehow, I burned 6800 calories and had 530 active minutes. Fitbit trying to get people to upgrade right as the year expires? "Sorry for your troubles. We'd like to offer you a discount for another one of our products"

Is that where this is headed?

[Fit-Researcher]

@LiliyaFitbit Thank you for your response. I am still waiting to hear from the support team. The floors (the same showed 13 floors day 1 and from day 3 it has become 2 floors), active minutes and I suspect the calories burnt, are all low. Active minutes stayed 9 mins despite showing 24 mins walk in exercise. It would be helpful to hear from the team soon.

[LiliyaFitbit]

Welcome to the Fitbit Community @srigsbystuthers @LukeMc23 . It's nice to see you around @habayeb @Fit-Researcher. I am sorry for the delayed response.  

@habayeb thank you for sharing your concern. We're constantly working on improving our devices and user experiences.

@srigsbystuthers thank you for joining the conversation and sharing that you're experiencing the same issue. I understand your concern and appreciate your efforts to contact Customer Support regarding this matter. I could see that they helped you resolve the issue. Thank you for your time and efforts. 

@LukeMc23 I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with your device. I appreciate your feedback, our Support team always try to help in the best possible manner. You can take a look at this page for more information about the warranty policy.

Your Fitbit Versa may count steps and other data while driving. This usually happens while driving in a car with a very stiff transmission or on bumpy roads. If you want to remove the stats from your daily total, you can manually log the driving activity for the time you were in a vehicle. For more information see How do I edit or delete Fitbit data and activities?

@Fit-Researcher thank you for sharing the additional details. I apologize for the delay, I could see that our Support team got in touch with you. I know they will be glad to help you out and provide you a solution, please keep working with them.

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

[Akcaromile]

Mine started doing this on the same ay as this thread. I’ve done everything suggested to try and fix it. And then was kindly offered a discount code to buy a new one since I was one month past my warranty. I like the Vera but am heavily looking at an Apple Watch. This type of product should not last for 13 months and then stop working correctly. 

[Jessefewkes]

Experiencing same exact symptoms. Happened once about a month ago. 

This time nothing appears to be clearing the problem. 

I am currently, as I lay in bed, 150+ bpm. 

Is there a software fix for this yet? Tired of reseting this device. Only couple months old. Would love to find a resolution or be sent a replacement.

[TracyWKC]

Hopefully FitBit will have some sort of fix for the users that don't have warranty anymore. I ended up getting a replacement since I am still within my warranty. If the replacement gets wonky, not sure what I'll do. Good luck FitBit Community!

[Fit-Researcher]

@LiliyaFitbitThank you for your response! After multiple re-installations, Versa seems to be working fine for now; and the support team also were in touch.

While I would have to mention active minutes isn't very sensitive generally on Alta HR (my old one) and Versa as well. 

[Akcaromile]

I tried another complete factory reset thinking ‘how could it make it worse?’  Big. Mistake. 

[Aprilkaul-9]

It’s showing incorrect active minutes, sleep time and heart rate!!! Only steps are counted .. I could have done that with any normal brand of tracker ! It’s a waste to continue using it as for first time in 2 years i am facing a challenge .. !!