Can't sync Versa 3 to my new phone

[matcolo]

Hi there. I've recently got a new phone (Motorola g50), but I'm unable to sync my Versa 3 to it.

I've downloaded the Fitbit app to my new phone and logged into my account.

I then ask to 'Set up a device' through that app, and select 'Versa 3'. I accept the settings and connect the watch to the charging cable, as requested.

I then get a 'Versa 3 found!' message, and the app asks me to enter the 4 digits on my device's display. However, all it says on my display is 'Unlock using your Phone', so I'm stuck in a Catch-22 where I can't see the digits to pair the watch to my phone, but the watch is telling me I have to use the phone to pair the watch, and the phone is then telling me to enter the digits on my watch... etc. etc.

Any help gratefully received, as it's really frustrating not being able to track my movements on my new phone!

[SunsetRunner]

Hi @matcolo - Please make sure your new phone is at Android OS 8.0 or higher. If it’s at the right version, you can find more tips here.  Let us know how it goes.

[matcolo]

Hi Carol, I'm running Android version 11, so that shouldn't be a problem. I followed the link that you provided, but I can't find any information there that helps with this specific, issue I'm afraid.

[SunsetRunner]

Thanks for letting us know, @matcolo.  At this point, it may be best to contact Fitbit support.  

[matcolo · Accepted solution]

Thanks, Carol. The guy on live chat was very patient and helpful, although he's told me I need to send it back to the factory and get a new watch under warranty. Seems a bit odd for what seems a relatively simple issue for someone with the right tech know-how, but there you go!

[SunsetRunner]

Thanks for letting us know, @matcolo. I agree. It seemed like the fix should have been a simple adjustment to your Fitbit or phone. But at least you will be getting replacement for your device.