Can't setup replacement Versa 2 - Firmware update

[JKPMildenhall]

Just received my replacement Versa 2 but cannot get it set up on the app. Started set up and it said device needed updating. It started updating but stopped just under half way through Versa screen and has been like that for over 4 hours now! If I try to reset it, it just goes back to the same stage and now will not sync at all or show up on my phone. Any suggestions? Or do I need to contact them again to get another replacement?

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @JKPMildenhall, welcome to the Community Forums.

Thanks for bringing this to our attention and for the details that were shared. Your replacement Versa 2 needs to update its firmware version first in order to be properly setup with your Fitbit account. That said, I recommend you to learn more about how to update the firmware version of your Fitbit device with the information that's specified on this help article. Then, please move forward to the troubleshooting steps that are specified on: Why can't I update my Fitbit device? and let me know how it goes.

Please keep me posted.

[JKPMildenhall]

Hi  the app now says it's updated on my phone but the device screen says in red, reset failed please try again, with an okay in a red box underneath. Now I can't get that to go off the screen! 

[RicardoFitbit]

Your reply is appreciated @JKPMildenhall.

Thanks for the details that were shared with me, I'm happy to know that you were able to setup and update the firmware version of your Versa 2. For a better understanding of this situation and because I'm not familiar with the error message that was described in your post, can you please send me a picture of your Versa 2 showing it? For step-by-step instructions on how to attach an image into your post, please refer to the information that's specified here. 

Looking forward to your reply.

[JKPMildenhall]

I had a live chat with customer service and they are now sending another replacement device! I just hope that works correctly! Otherwise, I will have to explore other options elsewhere

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[RicardoFitbit]

Thanks for your update @JKPMildenhall.

I'm happy to know that our Customer Support team provided you assistance with your Versa 2. Please do not hesitate to contact me back if you require further assistance in the future or if you have any additional questions for me to answer, I'll be here ready to help you out. 

Thanks for being part of the Fitbit family, it was a pleasure to assist you.