Can't swipe right or down on my Versa

[Kikiapolis]

I have already read through as many posts on this topic as I could.  I have also already done a factory reset and unpaired my Versa from my phone.  

The next step is to (re)pair my Versa with my phone in the Fitbit app. I am still seeing the Versa listed as a device in the app.  So am I supposed to "Set up a Device" as if this is a new Versa?  I'm at work and don't have the charger with me so it won't let me proceed. And if this won't fix the problem anyway, I don't want to waste time doing this.

But back to my actual Versa....I still can't swipe right or down after the factory reset.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@Kikiapolis it's great to see you in our Fitbit Community! I'm happy to assist you with your Versa since the touch feature won't respond when you swipe to the right or down. By the way, thank you for troubleshooting this issue before contacting our forums.

Please try changing the clock face to one developed by Fitbit, not a third party clock face.

Regarding the setup process, make sure that you follow the steps that are listed in this help article.

Keep me posted on the outcome! 😀

[Kikiapolis]

I changed the clock to one developed by Fitbit (although I think my previous one was also one developed by Fitbit).  Sometimes swiping down works, but mostly it doesn't. When it does work, there is  delay. Still can not swipe right (swipe from the right side of the face, maybe that is actually swiping left? 🙂 )

Please tell me how to proceed next. Do I unpair the device from my phone and THEN follow the steps in the article?  Because I did that yesterday and I got stuck at the point where the phone app says, "Whoa there, there's a Fitbit Versa connected to your account already. Are you setting up a new one?" with the option to Replace your Fitbit Versa.  I don't know what to do there.

[JuanJoFitbit · Accepted solution]

@Kikiapolis I'm sorry for the late response. However, since the issue persists, I'll send your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

Let me know if you have any questions! 😀

[Kikiapolis]

Fitbit will be sending me a replacement since it was found that the one I have is defective.  Yay, Fitbit!

[JuanJoFitbit]

@Kikiapolis that's great news! I'm so glad to hear that you will be back on track soon with a replacement unit. Thank you for posting the update here.

As a side note, I'd like to invite you to visit our Discussions board where you can share you experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 😀