Versa randomly disconnects from Bluetooth

[Emusmillett]

I have a Samsung S9 and my versa randomly disconnects from bluetooth and then wont connect again, it keeps happening and gets more and more frequent  can anyone help me or give me an email to their complaints department, am I better going to another company if there is a problem with this company. Many thanks in advance.

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @Emusmillett. Welcome to the Community. I'm sorry for the delayed response.

Thanks for letting me know that your Versa doesn't stay connected via Bluetooth. I understand how you're feeling about this and I'm sorry that you're going through this situation. I've confirmed that your Samsung Galaxy S9  is a compatible device, and I'll be here to help you out. Before anything else, may I know if you've synced your Versa with another phone/tablet before? If so, did you make sure to remove the Versa from the Bluetooth settings on those devices? Also, please verify that the Fitbit app is updated in your phone.

In the meantime, please give a try to the following steps so we can reconnect your Versa:

1. Remove the Versa from the Bluetooth settings.
2. On your phone's settings, tap on Apps > Fitbit > Storage > Clear cache.
3. Go back one screen and tap on force stop.
4. Reboot your phone and restart your Versa .
5. Open the Fitbit app and set it up as a new device.

Let me know how everything goes.

[Jeross]

Same problem. Versa 2 on an S10. Paired perfectly the first time about 3 months ago. App randomly can't find the Versa. Remove Versa, toggle Bluetooth on and off, restart phone, and restart Versa. Today that didn't work. Cleared cache both Fitbit and Bluetooth uninstalled and reinstalled app. Fitbit shows in Bluetooth devices, but won't connect to app. Will pair with an old iPhone. I did remove it after I tried that and went through all the reset process again.

[LizzyFitbit]

Hi @Jeross. Welcome to the Community. I'm sorry for the delay.

Thanks for sharing that you're having the same behavior with your Versa 2, as well for troubleshooting it prior posting. Nice job! Since our steps were exhausted and the issue persists, I've gone ahead and requested a case on your behalf so our Support team can give you a hand. You should receive a response from them shortly, keep an eye on your inbox.

See you around!

[LauraKump]

I set up Versa2 and it wont sync or connect correctly to bluetooth or wifi.   I followed all steps you outlined and am thinking to return at this point.  J never had problem when i had iPhone.  You should clearly advertise it does NOT work with Samsung if that's the case.  Frustrating  

[LizzyFitbit]

Hi @LauraKump. Welcome to the Community. I'm sorry for my delayed response.

Thanks for trying the steps posted above on your Versa 2. I see your point of view since your watch should be connecting correctly and I'm sorry that you're going through this situation. To help you out, first let me clarify that the Fitbit app has been optimized to work with multiple phones and tablets which were added to our official list. That said, since your watch still has the same behavior after exhausting our steps, I've requested a case on your behalf so our Support team can give you a hand. You should be getting a reply soon.

Hope to see you around.

[Jeross]

I am happy to say that I haven't had a problem in almost a week. It was
happening about twice a week. I don't think I've had any phone or app
updates, but I can't be sure. I appreciate your continued support.

Moderator edit: removed personal information

[LizzyFitbit]

Hi @Jeross. Hope you're doing well! Sorry for my delay.

That's fantastic news! Thanks for keeping me informed and I'm glad that everything has been working in almost a week. In case you have some spare time, I’d like to invite you to visit our Discussion Board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

Hope to see you around more often. 😊