Connection difficulties with Samsung S8+ and Versa 2

[CocoMechanel]

First off - yes I’ve contacted support and they have been absolutely useless. 

I bought 2 Fitbit Versa 2s for my mom and I for Christmas. Mine has worked fine with my iPhone X. My mom’s worked for 2 weeks or so before deciding it didn’t want to sync with her Samsung galaxy S8+. 

First the screen wouldnt turn on. Had to be charged for a solid 48 hours before it would respond. 

Steps:

- synced to iPad to test to update firmware. 

- updates android version

- uninstalled app

- Bluetooth turned off and on and device forgotten 

- tried all of the above again 

- tried repairing the device

finally as per fitbit support I did a factory reset. Now it’s a useless paperweight as it cannot sync and cannot be set up. So there are no watch capabilities either. 

Any advice out there?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @CocoMechanel, welcome to the Community Forums! 

Thanks for bringing this to my attention and the details that were shared in your post, I totally understand how frustrating this matter can be for you, your effort and patience troubleshooting this situation prior to posting are appreciated. If you haven't already done so, I recommend you to check all the information that's specified on: How do I set up my Fitbit device? to check if all the requirements are correctly configured to setup your device.

Then, you can move forward to the troubleshooting steps that are specified on: Why can't I set up my Fitbit device? and let me know how it goes. 

I'll be around if you need anything else, please keep me posted.