Can't unlock my Versa 2 with my phone

[Ashnee]

Hi, I'm using fitbit versa 2. It told me that I have to unlock with my phone but once I key in my correct passcode still it shows wrong. So I decided to remove the device in fitbit app and try to set up devices like new one yet it still shows me that I have to unlock with my phone. I even switched off the watch and try again but its not helpful. Now it's not even connected by Bluetooth too. Hope someone could help me on this. Thanks.

Moderator Edit: Clarified subject

[JohnnyRow]

[Nils60]

Hi. I have the same problem. I can't find : Your device image or Device lock. Please do explain some more. first today, then the picture and then?? please give me smal steps- Thanks

[MarreFitbit · Accepted solution]

Hi there, @Ashnee and @Nils60. Welcome to the Community Forums. Thanks for sharing the details about the issue with your Versa 2 smartwatches and for trying to troubleshoot it before reaching out. @JohnnyRow Thanks for your help! 

@Ashnee I've seen your got in touch with our Support Team after posting here and they've already helped you with the issue. If you have any further questions, please feel free to reach out to them. 

@Nils60 Since you're unable to unlock your watch using your phone, please follow the next steps to perform a factory reset on your device:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 

You can follow the steps to set up the device after that: How do I set up my Fitbit device?