Can't add versa as a device or sync

[greatscottfilms]

Hi there

I have recently bought a fitbit versa and it has been doing my head in! The initial set up took 14 hours which I found to be quite unreasonable... After I set up the fitbit, it would only sporadically sync with my phone and suddenly it stopped syncing at all. I tried resetting my phone, turning the Bluetooth off and on, as well as turning the fitbit on and off by holding the centre left and bottom right button. I thought if I unpaired the device it might work, but unfortunately it seems to be even worse than before. I now can no longer even set the fitbit up! It comes up with the "enter the number on your versa's display message" - I do this and then it hangs on connecting with the message "sorry, the setup is taking longer than usual. please be patient" forever. It never connects.

Can someone please help me? I am syncing with a Huawei P20 Pro. Just to reiterate I have done the following steps:

- turned Bluetooth on and off my phone

- reset my phone

- ensured the fitbit is in the charger while attempting to install

- deleted and uninstalled the fitbit app, and reinstalled from the google play store

- reset the fitbit multiple times.

Any help would be greatly appreciated! I can not believe how bad the connectivity is.

[NellyG]

Hi @greatscottfilms Unfortunately I think the problem is your phone, which is not on the Supported Devices List. Many phones not on the list DO work, but I have seen posts from other users of this Huawei phone also having problems. All you can do is try all the suggestions in THIS Help Article on syncing problems. Do you habe another device you could sync to - like a claptop or a tablet?

[greatscottfilms]

Hi Nelly. Before I purchased the versa I checked to see if it was compatible. As you will see below, the P20 Pro is on the list of supported devices. The P20 lite has connectivity issues but I do not have this version. If the p20 pro does not work with fitbit, I would recommend changing your list. I bought the versa on the basis it would be supported.

[NellyG]

Woops!  You are quite right (sorry), the P20 Pro IS supported (must have missed it last time I checked). In thay case it should work better than it seems to be doing. I will flag your post for a moderators assistance, as I dont know what else to suggest.

[JuanJoFitbit]

@greatscottfilms it's great to see you in our Fitbit Community! I'm happy to assist you with your Fitbit Versa since it's not connecting to your Huawei 20Pro. By the way, thank you for troubleshooting this issue before contacting our forums.

I'd like you try a factory reset. To do so on your watch, open the Settings app > About > Factory Reset or Clear User Data. Please sync your Versa before in order to avoid losing current data. After this, monitor your Versa and see if it syncs your data with your phone properly.

Keep me posted on the outcome!