App doesn’t show versa icon to reset pin,

[cherylallum]

I have followed advice and instructions but cannot reset pin after going into account as the ‘Versa device icon’ is not there but phone and watch are syncing messages and news etc. 

How do I reset pin?

[Marrrmaduke]

@cherylallum have you removed Versa (deleted) from fitbit mobile app? If you tap on your profile picture (top left corner in the Android fitbit app), can you see Versa among linked devices?

[cherylallum]

Hi

i haven’t removed it but it’s not there.

i still receive all messages on the Fitbit and data is still being collected on my phone

[cherylallum]

Hi
No the versa isn’t there but I did not remove it
Support advised to set back to factory settings but this hasn’t worked either

Sent from my iPhone

[Marrrmaduke]

@cherylallum can you please attach a screenshot of what you can see under your account in the fitbit mobile app? I would like to see a list of devices. thx

[cherylallum]

[image1.png]

Sent from my iPhone

[cherylallum]

•  

[Marrrmaduke]

@cherylallum thank you for the screenshot. it confirms versa is not linked with your account. Can you access Settings app on your Versa or is the tracker locked with the PIN and you cannot unlock it?

[cherylallum]

Pin in place so cannot access settings 

[Marrrmaduke · Accepted solution]

@cherylallum This is very unfortunate. If the device is PIN-locked and has been removed from your account (from Fitbit app), there is no way to set it up again. You will need to send it to Fitbit so they can unlock it for you. Please reach out to Customer Support. Here's the link to Customer Support page. Truly sorry I couldn't be more helpful. 😞