Can't setup or update new Versa

[Terilee57]

I have downloaded the app on my phone.  and it's on there but the versa keeps telling me to "go to fitbit.com"  Today the my phone told me to upgrade the  versa so it has been doing it for and hour now.  Has anyone else had this problem??

Moderator edit: updated subject for clarity

[Sheldoreo]

If your Versa is asking you to go to 'fitbit.com/setup' then it's not setup yet.  The setup should be relatively straightforward (in a perfect world) but things do go awry.

Once you have the Fitbit app on your phone make sure you are logged into your account.  You then need to select to setup a device, which will involve you pairing the watch to the phone via Bluetooth.  Once successfully paired the setup process runs on it's own.  It takes approx 30 minutes or so.  You'll know when it's setup because the watch screen will allow you to use it.  I believe you need to keep the watch on charge during this process but I could be wrong.

There was a firmware update released not so long ago so presumably you will need to download and install that at some point (that's if the firmware update isn't bundled with the setup procedure).  Your app will clearly notify you of any pending firmware updates.

If things have gone totally wrong I would consider contacting support.  Or perhaps someone here can offer some other advice.

Good luck 

[AlvaroFitbit · Accepted solution]

@Terilee57 Welcome! It's nice to have you on board! Sorry to hear about the difficulties you are experiencing while setting up your Fitbit Versa. @Sheldoreo shared some great instructions to setup your Versa. Like he said if your Versa is showing the Fitbit.com/setup message it means that it hasn't been setup yet but the fact that the app is asking to update it sounds as if you have already done the first step. The firmware update can take some time so please be patient but if it gets stuck try force closing the Fitbit app on your phone (which ideally would be compatible to sync) then reopen the app and see if the process continues (as I said this also can take some time before it resumes). Make sure the Versa if plugged to the charging cable as this may require a good part of the battery charge and take into consideration that the Versa won't connect to wifi if the battery level is less than 25%. Finally you may need to restart your phone and Versa by doing the following:

1.- Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
2.- Let go of the buttons.
3.- If your Fitbit watch doesn't work normally, use the instructions in How do I turn off my Fitbit device? to turn your watch off and on again. 

Let me know how it goes!

[LeVuong]

SETUP:

Troubleshooting. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on. Try setting up your device again. ... Remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your phone or tablet.

UPDATE:

Turn your tracker off and on again using the instructions in How do I restart my Fitbit device? Restart your mobile device. Try the firmware update again. If it doesn't work, on a different mobile device or computer (if available) log into your Fitbit account and try updating your firmware.

[Odyssey13]

@LeVuong  the original post was from May 2018 and answered by a Fitbit Moderator. I'm not sure why you chose to reply to an old post. Do you even have a Fitbit?

[LeVuong]

Thanks for mentioning that. I do have a FitBit.

[Odyssey13]

@LeVuong  which one? It's nice you want to help, but as you've been told in other posts, you're pasting old information. Not sure where you're copying it from, but please double check to make sure you're correct. Also, no need to give your email address to people as you're not customer support and we don't want them to be confused. I'm using the Luxe these days.

[LeVuong]

Fitbit Ace, Fitbit Inspire ,Fitbit Inspire 2 ,Fitbit Charge 3 ,Fitbit Charge 4, Fitbit Luxe, Fitbit Versa, Fitbit Versa 2, Fitbit Versa 3, Fitbit Sense, Fit , Fitbit Ultra, FitBit Alta HR

[Odyssey13]

What! @LeVuong no Aria Air?

[LeVuong]

i forgot. sorry. i do have aria air

[Rich_Laue]

But your fitbit account was created this month, @LeVuong?

[LeVuong]

Yes, but I have been using fitbit products before that.

[AlvaroFitbit]

@LeVuong thank you for trying to help but you are replying to a post from 2018 with no further activity after my reply. This isn't helpful since the user has probably already moved on. Please try helping users that are having issues now and try to post using instructions from our help site. 

@Rich_Laue @Odyssey13 as always thank you for helping around the Community.

I'll be around.