App won't recognize my Versa

[TLDin2007]

I am having a similar issue and need some help, please.  Android phone. Versa watch is less than 2 years old. Following the latest update, my watch went nuts....lost time, tried everything as has been listed here; then it wouldn't get past the Fitbit logo screen with multi-language direction to "To start, download the Fitbit App." which I already had downloaded on my phone and computer.  App wouldn't recognize/find my Versa at all, tried all the steps in various sequences and nothing changed.  I uninstalled the app on phone, set my Versa aside for several weeks, just picked it back up this morning, fully charged with same screen rotations of logo and direction; installed the Fitbit app on phone and have been trying off and on for 4 hours to no avail....tried all the steps over and over, but app won't recognize/find my Versa.  HELP!!!

Tina

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @TLDin2007. Welcome to the forums and I'm sorry for my delayed response.

Thanks for taking the time to troubleshoot your Versa prior posting and explaining its behavior. I'm sorry for the difficulties that you've had after updating the firmware and let's work on this together. Recently our team released a new update for the Fitbit app, so please make sure to have downloaded it. Also, verify if the location services are enabled and the Fitbit app is allowed to run on the background.

Although you've tried some steps before, please give one last try to the following in the given order:

1. Remove your Versa from the Bluetooth settings.
2. Turn off other Bluetooth connections that are nearby.
3. On your phone's settings tap on Apps > Fitbit > Storage > Clear Cache.
4. Go back one screen and tap on force stop.
5. Reboot your phone and restart your Versa.
6. Open the Fitbit app, tap your profile's icon > set up a device.
7. Choose your Versa and follow the onscreen instructions.

By the way, I've moved your post to this new thread so you can receive more related responses about this situation and to keep our forums organized.

Keep me posted!

[jdrn2019]

This is happening with my Fitbit versa. They told me there is nothing i can do. It is a problem with the app that they are trying to fix. 😞 very disappointing. 

[LizzyFitbit]

Hi @jdrn2019. Welcome to the Forums.

Thanks for letting me know about your Versa and for taking the time to contact our Support team prior posting. I know how you're feeling since your information isn't able to sync with the app and I'm sorry that you're going through this situation. I've been told that you already have a case created and since I don't have access to those details, I'd recommend to keep in touch with them so you can receive more details about your watch. If you've not done so, please give a try to the steps described in this help article to monitor its behavior.

Feel free to reply back if you have another question.

[TLDin2007]

Thank you, LizzyFitbit!  I've tried your recommendation, step by step, twice and still not pairing. Any other suggestions?

Thank you, Tina

[jdrn2019]

I called again.. said I need to update it on windows 10 computer! Tried it on the computer still won’t update! Hope they fix this soon very annoying!!

[LizzyFitbit]

Hi @TLDin2007 and @jdrn2019, it's good to see you here again. I'm sorry for the delayed response.

@TLDin2007, you're welcome and thanks to you for troubleshooting your watch with the steps posted above. Since the issue persists, please let me know your phone's model and OS version so I can further investigate. Also, what's the error message displayed on the Fitbit app during the set up process?

@jdrn2019, thanks for keeping me updated as well for trying with a Windows 10 computer. I'm sorry for the inconvenience this has caused and our team will working on that matter and based on every feedback shared in the forums to enhance your experience with our products. If you need anything else, don't hesitate to let me know.

See you around.

[TLDin2007]

Thank you. I have a Motorola DROID TURBO, Android 6.0.1, System 24.91.5 is all I see for the OS ID. Hope that is what you are seeking. Tina

[LizzyFitbit]

Hi @TLDin2007. I hope you're doing well! I'm sorry for the delay.

Thanks for replying with the requested information. Those details are very helpful! I was checking and it seems that your Motorola Droid Turbo isn't part of the compatible devices list and that might be the reason why the set up process doesn't go through. As with any other app, the Fitbit app was optimized to work with certain phones and tablets that met the necessary requirements that will ensure the connection with your Versa and the performance of its features.

At this moment we have exhausted all our possible steps and my best advice is to try with a supported device so we can determine if the compatibility of your phone is the main factor of this situation. If after trying this your Versa is still not able to set up, let me know so I can further investigate.

Keep me posted.

[TLDin2007]

Well, that just stinks!! So there's an upgrade to the Fitbit/Versa system and now I have to buy a new phone to accommodate the upgrade? That's just wrong!!! 

I don't have another phone and don't intend on buying another phone. I guess we're done and I'm done with Fitbit. I really enjoyed it and it was helping me but then Fitbit decided my phone wasn't the right fit for it's new image or where it wanted to go. Yes, I'm very upset and disappointed in Fitbit. Thank you for the time and effort put into researching this issue. Tina

[LizzyFitbit]

Hi @TLDin2007. It's good to see you again and I'm sorry for the delayed response.

Thanks for taking the time to check the information posted above, as well for your feedback. The Fitbit app is the one designed to work with phones or tablets that meet certain requirements. While this doesn't related to the firmware update released for your Versa, I understand where you're coming from about this whole situation and I'm sorry for this experience. Our team continues working hard to add as many devices as possible to the official list based on our members' feedback, so be sure that your comments won't go unnoticed.

I'll be around if you have any other question.