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Can't unlock my Versa 2

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‎12-03-2020 16:32 - last edited on ‎12-05-2020 05:41 by Fitbit Moderator

‎12-03-2020 16:32 - last edited on ‎12-05-2020 05:41 by Fitbit Moderator

My Versa 2 won't let me go past the main screen. All I get is "unlock with your phone". Don't know what that means or how to do it. Help would be appreciated. Thank you!

 

Moderator Edit: Clarified subject

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5 REPLIES 5

‎12-03-2020 17:22

‎12-03-2020 17:22

Hi @William0861 

Welcome to the forum. I'm sorry to hear you are having an issue. If you can include a picture and/or more information about you were doing before this happened, it will help us troubleshoot for you. 

Marci | Bellevue, WA
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‎12-03-2020 18:38

In response to MarciM

‎12-03-2020 18:38

IMG_20201203_213044677.jpg

 It just happened about a week ago. Don't know how it got like this. Never seen this before. Or how to get rid of it. I've turned the watch on and off. Deleted the app, then tried syncing the watch with the app. Now I can't sync it, when I have to put in the 4 digit # I get this message. Thank u for replying 

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0 Votes

‎12-04-2020 00:05

In response to William0861

‎12-04-2020 00:05

unlock3.png

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‎12-04-2020 06:47

In response to SteveH

‎12-04-2020 06:47

These are the pics from going by your directions. I don't see where I can tap device lock.

Screenshot_20201204-094044.png

Screenshot_20201204-094107.png

 

 

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‎12-04-2020 23:58

In response to William0861

‎12-04-2020 23:58

Those screenshots suggest to me that your fitbit is not connected to your app/account. If it were, it would show next to MobileTrack. Did you delete the fitbit when trying to fix this issue or is this a new fitbit you are trying to set up? Either way, if the fitbit is not connected then the process for unlocking shown above will not work - it would be a security risk if it did.

 

The bad news is that if the fitbit is not connected then it will need a factory reset and to be set up again as though it were a new device. The really bad news is that you can't get to the factory reset setting because the screen is locked. There is an undocumented process but it's complex and prone to mistakes so my recommendation is that you contact customer support and have them lead you through it. You can get them via contact.fitbit.com

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