Bitmoji clock face gets a black square on it

[MamaMitch]

My Bitmoji clock face will get a black square on it sometimes or the Bitmoji is missing completely. I’ve uninstalled and reinstalled it but still have this issue. Any  ideas?

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community @MamaMitch. Sorry for the delayed response.

I regret to hear that your Bitmoji clock face is sometimes showing a black square on it or is missing completely. Thank you for uninstalling and reinstalling the Fitbit app before contacting us. I would recommend performing a restart to your Fitbit Versa by following these steps.

If you continue experiencing the same problem, please change the clock face of your Versa and then go back to the Bitmoji. If none of this works, please attach an image of your Bitmoji for further investigation.

Please let me know if you need further assistance.

[MamaMitch]

Thanks
Kim
Sent from my iPhone

[KatyIsabel13]

Hi there,

i am having the same problem. I bought my Fitbit Versa 1 week ago and several times now my bitmoji disappears and I get this black square instead, the background and clock is still there (although the square covers some of the clock).

i have reset my Fitbit and have uninstalled and reinstalled the bitmoji clock face and it still happens after a couple of days of using the clock face. I really like this clock face but this is so irritating!! Does anyone have any other I ideas or know of any updates due with this?

thanks

[EdsonFitbit]

Welcome to the Fitbit Community @KatyIsabel13. Sorry for the delayed response.

If you are still experiencing the same issue, I would recommend following these instructions.

Please let me know how it goes.

[KatyIsabel13]

Hi, 

thank you for your response, the link in your reply just sends me to a page about friendmoji stickers? I can’t see any instructions?

thanks

[EdsonFitbit]

Thanks for getting in touch @KatyIsabel13.

On this case, please try clearing the cache in app settings and reconnect your Snapchat account. If this doesn't help, you can disconnect your Fitbit Versa from the Fitbit app and set it up as a replacement device by following the next instructions:

1. Tap the Today tab , and tap your profile picture.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

If none of the above resolves the problem, you can perform a factory reset, but keep in mind that your apps, stored data, personal information, credit and debit cards, and saved settings will be deleted from the device:

On your device, open the Settings app > About > Factory Reset or Clear User Data. 

If you have any question, please let me know.