Versa clock is slow

[Billiereds]

After this new update, the time on my versa has falling behind about 2 hours. I would be able to sync it once a day and the time would go back to normal but has the day goes by the time starts to fall behind. Now, I can't sync at all. I tried restarting, turning the bluetooth on and off, delete and reinstall the app, turningodf the versa, restarting my phone. Nothing seems to work. Now I see that Samsung Galaxy s10+ is not compatible. How? I've had this phone prior to buying the Versa. Didn't have any issues till the update prior to the last one. Galaxy S10s have been out for awhile now so I would think there would be some kind of compatibility. How was the Versa working with my phone before but now it's not. Did I waste my money buying the Versa, having to deal with all these issue. Send help!!!

[RicardoFitbit]

Hi @Billiereds, welcome to the Community Forums!

I appreciate all the information and details that were shared in your post, thanks for your effort troubleshooting this situation too. Just as you stated in your post, let me share with you that the Samsung Galaxy S10+ is not currently listed as a compatible device with our products and services, therefore, you may experience certain connection difficulties with it. I'm aware that some users are able to use non-compatible devices with our Fitbit products, however, we cannot ensure a proper function of all its features due to this compatibility concern, Android, device and Fitbit app updates.

I'd like to let you know that your device show the time based on the information that's configured on your mobile device with the syncing process, therefore, if you're unable to sync your device this is the reason why the time is not correct. That being said, even though your mobile device is not compatible, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your Android mobile device that's preventing the syncing procedure to be completed.

Also, you can move forward to the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. If by any chance you're still unable to use your Fitbit with your mobile device, I suggest you to try with a compatible device instead.

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

[Billiereds]

Thank you for responding. I specifically bought the Versa because it said it was compatible with my phone, which I had no issue until August. Then the latest upgrade came along and then suddenly they are not compatible. So right now I can't even wear the Versa  as a regular watch, which I NEED for my job, because it wont even show the correct time. I paid almost $200 for an equipment that I can't even wear as a regular watch. The versa won't sync, bluetooth can't even find it, which means the clock is not gonna work correctly. This is ridiculous. You guys gotta understand our frustration. We had options but we chose those watch because we thought it was the best out there. 

[RicardoFitbit]

You're welcome @Billiereds, your reply is well appreciated too. My apologies for the delay in responding your post.

I totally understand how frustrating this situation can be for you, thanks for the details that were shared with me. Let me share with you that the Samsung Galaxy S10+ was never added in the list of compatible mobile devices with our products and services, such device is being tested to make sure that it work as expected with our Fitbit products. So we can move forward with this, can you please let me know if the steps from the help article that was shared on my previous post were already tried? 

Looking forward to your reply.

[Billiereds]

@RicardoFitbit I keep getting all these different stories. I bought the Versa in May specifically because it says it was compatible with my phone. It worked great till August. Why would it suddenly decide to stop performing after 3 months? If it was not compatible how was it I never had an issue until that update? I've tried many different troubleshooting and none have worked. Restarting, uninstall and install the app, removing the device from my phone, restarting my phone, remove from bluetooth, turning off and on bluetooth till I did a factory reset and then nothing, it now only show the Fitbit logo and language scrolling. It will not turn on. My bluetooth finds it sometimes and then it wont. On the app it shows it sync at a certain (correct) time but only thing shows up is the logo. So I called customer service last night and the lady I spoke to assured me that my phone is compatible with the versa, which is one of my biggest concern. She also stated that she sees that my Versa been restarting itself. She also tried troubleshooting and nothing worked. So I will be receiving a new versa. I asked again, was sure sure that my phone is compatible and she said yes. I don't know how this become an issue but I really wish everyone would be on the same page. $200 is alot of money for an equipment that I can't use, after I've been using it that entire time.