Can't unlock my Versa 2 with my phone

[Illie86]

I haven't used the Fitbit app for a while, only the watch for time and steps. Now my child entered ten times the wrong pin code, so I need to unlock the watch through my phone. But somehow the watch is not connected to my app anymore. I can re-connect it, but then I need to enter a 4 digit code which should appear on my watch. But my watch doesn't show this code, because I have to unlock it on my phone first...

So I am going around in circles. A soft reset doesn't work. A hard reset can't be done because I can't get into the menu. Holding the button - release it briefly - holding it again was an advice a saw on the internet, but doesn't work either. How can I solve this problem? 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Illie86. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. 

I've seen you contacted our Support Team after posting here. Please stay tuned to your inbox, someone will reach out to you soon. 

Nevertheless, to unlock the watch now that it's no longer paired to your dad's phone, I suggest to perform a factory reset by following these steps:

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. 

At this point you can set up the watch again. For instructions, see How do I set up my Fitbit device?