Can't unlock my Versa 2 with my phone

[Dab1224]

My Fitbit versa two has an incorrect time and will not do a factory reset. I get a message that says unlock with phone. Any help is greatly appreciated.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Dab1224. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention. I'm sorry to hear that your Versa 2 is locked. I understand your concern, I will do my best to help you with this!

As per the description of your post, it seems like your Versa 2 is no longer paired to your phone. That would explain why the time is incorrect and why you cannot unlock it with your phone. The only way we can bring your Versa 2 back is by performing a factory reset. Important: Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

With the above being said, please follow the steps below 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. 

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

Once you manage to set up your Versa 2, please sync it in order for the time to be corrected. Keep in mind that your Fitbit device uses the time of the device you're syncing with. 

[Dab1224]

Versa 2 now is stuck with the logo on watch face…

[MarreFitbit]

@Dab1224 Thanks for getting back and the details provided in your post. 

Since your Versa 2 is stuck on the Fitbit logo, please try the following steps in the order listed:

• Unpair your Fitbit device from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Fitbit device.
• If there is no connection, restart your Fitbit device.
• Once your Fitbit device is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again.