Can't be found with bluetooth

[Kepano]

I'm having a bit of trouble. Got my Fitbit Versa 2 on 2/14/18. Worked great up until about a week ago. Wouldn't sync. Would just keep saying failed to sync. So looked into what could be the problem. Turned off my phone and then back on, same with the bluetooth (off for 4 hours), deleted the app and reinstalled. Still same problem. So i deleted the device from bluetooth. Can't be found now. Tried to find it on my wife's phone, same thing. Then i did a factory reset on the watch. It turns on, but I can't get past the screen that tells me to install the app because it can't be found with bluetooth. Is my watch done?

[Julia_G]

Hi, @Kepano , oh dear!  Hopefully it can get sorted.

It is possible if both your phone and your wife’s phone have been searching for it that they are now interfering with each other.  Please make sure you check both Fitbit apps (not Bluetooth settings) to see if it is attached in the app to either phone.

If it is attached to one of your phones in the Fitbit app, that’s good news!  DON’T delete it from the Fitbit app, but DO go to the Bluetooth settings on BOTH phones and delete/ forget the device.  That step is very important!

If it is attached in the Fitbit app to one of the phones, use that phone for set up.  Go to the app choose + set up a device and choose Versa 2.  If the Versa 2 is attached to that account you will get a message asking if you want to replace it.  Confirm you do, and follow the instructions from there.  While you are doing this, make sure the other phone is out of range or off, or at least BT is turned off.

If it is not attached in the Fitbit app to either device, once you have confirmed that it is also not attached in the Bluetooth settings to either device, choose which phone you want to use for set up and turn off/ move out of range the other phone.  

Try the set up again via the Fitbit app (def not Bluetooth!) If it still can’t be found after a few moments, turn it off (press and hold the button for a good 20 secs) and try again.  If it doesn’t work, repeat the process a couple of times more.

If it still doesn’t work after that, it’s probably time to get in touch with Fitbit Customer Support on contact.fitbit.com They will take it from there.

[valexander0426]

I am only person who has it on a device and I don't have a wife. It somehow
lost wifi connection I was able to go through everything and Google
instructions on how to troubleshoot myself. Thanks.

[Julia_G]

@valexander0426 . I am goad you managed.  However my remarks were addressed to a different user, who was in a situtation where it might have been attached to more than one device.

That said, it is possible that the solution you found could help him.  Would you like to share your solution with the Community?

Thanks!