Can't select some of the clock faces

[eatsleeprepeat3]

So I wanted to try some clock faces but it won’t allow me to select a lot of them. It always says “if you want this clock face make sure your Fitbit app and Fitbit device is updated. Click here to learn more.” But the page won’t tell me how to update it. Only to see if it’s updated and how long it will take and other things like that. Like some clock faces have a red select button and others have a grey select button which are the ones I can’t select. 

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi @eatsleeprepeat3, welcome to the Fitbit Community forums. Sorry for the late response. 

Thank you for sharing this information about the trouble you've been experiencing with the clock faces. 

Before considering other options, please try to log out from the application, then restart your phone and log back in to confirm if you still see some of the clock faces disabled. 

In addition, make sure to check the instructions here to keep the Fitbit app updated: How do I update the app to the latest version?

Keep me posted. 

[beba08]

I have the same exact issue!!!! 😕

[DavideFitbit]

Hi @beba08, thank you for sharing that you've been experiencing the same problem with the clock faces. Sorry for the late response. 

Before considering other options, please let me know if you already tried all the steps listed here previously: 

• Log out from the application,
• Restart your phone and,
• Log back in to confirm if you still see some of the clock faces disabled. 

Please keep me posted. 

[aaashley]

I followed those steps and it still shows the same response. 

[DavideFitbit]

Hello, sorry for the late response @aaashley. 

If possible, could you please provide a screenshot of the error message you're seeing as well?  

In addition, please let me know if the clock faces you're trying to select are from Fitbit, or from third party developers? 

Keep me posted. 

[Tvirg627]

Did anyone find a solution to this issue?  I’m dealing with the same thing and have tried everything.

[KelsieEleanor]

I’m having the same issue. Trying to set a new watch face but it won’t let me ‘select’ the ones I want

[CoreyK]

I’m dealing with the same thing. I’m using a new Fitbit Versa lite. If it’s possible to upload a screenshot I would. 

[DelaneyEvans]

I’m experiencing the same issue. I can’t upload any screenshots but I have followed all of your recommendations and none have helped. Which faces don’t work seem to be random and include both Fitbit faces and third party faces, though I have noticed that faces that don’t work do not list what update version they work with, while the ones that do work, do in fact list their update version. 

[shillelagh]

I'm having the same issue.  New Versa Light.  Went through initial setup and it did an update.  But most watch faces give me the error.  Try to follow the instructions for making sure I have the latest updates, but the instructions don't match the settings I see on my Android App, and I find no options to update.

Great experience with Fitbit right out of the gate..

[shillelagh]

I will say that after three days I finally got the option to update.  After the update I was able to select and download new clockfaces, though it would take multiple tries because it kept saying it failed to connect to my fitbit.  So a simple task of updating a watch face took multiple iterations of trying to get the app to connect to the watch, then being told that it didn't have wifi access, even though I was connected and other apps could access the internet just fine.  This is from a brand new and fully updated Samsung Galaxy on Android 10, with a brand new Versa Lite.

Fortunately once I get a good watch face I shouldn't have to invest the hours of work it took to get it again any time soon...

Have to say, this will likely be the last Fitbit I ever buy.  I'd given up on them a couple of years ago, but thought I would give it another try.  So far the only thing that seems to work reliably are the constant prompts to upgrade to premium features.  No way in hell I'm paying for more features when the ones I got for free (with a $159 purchase of course) barely work.  

[Daddyb2010]

So... it's a year later, I just got a versa 2 for Christmas and I am having this same issue with the clock faces. Yes.. I have tried all of your reset suggestions. Has anyone actually looked for a solution to this issue and found it or just tell all of your customers to reset their device like non of us are smart enough to try that before finding your forum creating an account and asking you? It's fairly expensive products you guys sell for your total disregard of their lack of functionality. Not ok.

[surfer808]

Totally agree.  Waste of time on Christmas morning to try to update watch face.  UI and set up for Fitbit is atrocious.

[itsme05]

I had the same problem and ended up calling Customer Support.  I thought that my fitbit had updated to the latest software version when I set it up.  It turned out that it does not do that.  I had to go to settings on the Fitbit and do a factory reset.  I then had to remove my Versa from my phone app and add it back in.  The setup it took me through this time (the same setup I had already gone through initially) did in fact install the latest updates to the software.  I can now add additional watch faces.  I hope this helps anyone else with this problem.  

[H..Mac]

I had the same issue - my Versa 2 wouldn’t accept clock faces.  A friend told me that the reason was my outdated phone.  Once I upgraded to a newer phone, the problem was solved.

[OldEyes]

Hi DavideFitbit,

I've found a clock face with large text that I can read in the gym without my glasses. It's called Simple with Large Text by kahanam.

The problem is that I can't buy it because the "Select" button is grayed out.

My Versa 2 is brand new and fully updated. I've logged out of the Fitbit app and restarted my phone twice, but the "Select" button stays gray.

It's pointless to keep this Fitbit if I can read the clock face without glasses.

Can you help? What's my next move? 

[OldEyes]

Okay, thanks, this is extremely helpful. My Versa 2 was updated today after I took it out of the box, but maybe it wasn't COMPLETELY updated.

I will probably take your lead and call Customer Service.

[itsme05]

You will need to restore factory settings and then update. I spent an hour
with Fitbit support to figure this out, but it works like a charm.

[itsme05]

I had this problem and tried all of the above.  After an hour with Fitbit support, it turned out that you have to restore the watchface to factory settings and then update.  It worked like a charm.  I now have my additional face. Good luck.

Fitbit support - please post the detailed instructions for the many customers who struggle with this.