Heart rate not tracked during exercise

[Louise-vaneeden]

My Versa has stopped tracking my heart rate during exercise, I have restarted it several times as well as uninstalled and reinstalled the app. This started before I did the latest iOS update, it worked on Monday the 18th.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Louise-vaneeden.

I am sorry to hear your Versa stopped tracking your heart rate during exercise. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. I would like to confirm how do you track your exercises? Do you use the Exercise app to record GPS data? Do you see the heart rate on your watch during the exercise? What type of exercise are you doing? I will be glad to investigate further. 

Meanwhile, please check this help article with useful information: What factors can affect my heart-rate reading on my Fitbit device?

Looking forward to hearing back from you.

[Louise-vaneeden]

Hi
I use the exercise app to record GPS data, I do Crossfit workouts as well as yoga.

After my workout on Friday my versa showed my heart rate again, I was able to see how many minutes I was in peak, cardio and fat burn zones. I’m not sure what’s going on think my Versa went on strike the other days

Sent from my iPhone

[LiliyaFitbit]

Hi @Louise-vaneeden, thank you for your reply.  

I appreciate your efforts and the additional details. I am glad to hear that you were able to see your heart rate zones after your workout on Friday. I hope you continue enjoying your watch without any issues. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members.

Keep on visiting the forums. Happy stepping!

[Louise-vaneeden]

It would appear my versa is once again on strike as it didn’t track not only my heart rate but my sleep as well.

I did do an update on my versa today so here’s hoping it starts to work again, I only got it in March

Sent from my iPhone

[LiliyaFitbit]

Hi @Louise-vaneeden, thank you for the update.

I am sorry to hear your Versa didn't track your heart rate and sleep. Thank you for letting me know that you've done an update today. I recommend to force sync your watch and log out of the app and log back in. Please monitor your watch and let me know how it goes.

Keep me posted, I'll be around. 

[Louise-vaneeden]

Right, I have done the force sync, both my Versa and the app have been updated but alas it’s not working and I’m not sure if factory resetting it will help either

Sent from my iPhone

[Louise-vaneeden]

The green light in the back of my versa is now also permanently on, I did restart it and switched it off but it still stays on 

[LiliyaFitbit]

Hi @Louise-vaneeden, thank you for your reply. 

I appreciate your efforts and the additional details. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

Let me know if you have any questions.

[Louise-vaneeden]

Thank you for all your help, now with the green light staying on permanently my Fitbit seems to have given up the will to live

Sent from my iPhone

[LiliyaFitbit]

Hi @Louise-vaneeden, thank you for your response.

I appreciate your feedback. I am sure our Support team will do their best to help you, please keep an eye on your inbox. 

I'll be around if you have any questions.