Can't unlock my Versa 2 with my phone

[Wes77]

Hey there! I haven't used my Versa 2 for a long time so when I look at my device it says : 'unlock your device with your phone'. When I want to synchronise with my phone I have to press a 4 digit code. The problem is that, when I want to fill in the code that I always use, I still can't unlock my device.... What am I doing wrong? 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Wes77. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Versa 2. 

As per the description of your post, it seems like your Versa 2 might be no longer paired to your phone. With that being said, to unlock the watch now that it's no longer paired to your 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? 

Hope that helps. 

[Wes77]

Hey Marre,

Thanks for the feedback but sadly it's still not working 😔. Seems I can't turn the device off by pressing the button and when I touch the screen  I can't scroll and still keeps showing this (see photo) 

 

[MarreFitbit]

@Wes77 I appreciate you had followed the tips and recommendations provided above. I understand how you must be feeling.

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We hope your issue is solved soon.