Can't unlock my Versa with my phone

[Nahile]

Hello my versa 1 is locked and have to be unlocked on the phone but unfortunately the watch is not paired in the app anymore 

do you know how to reset with the buttons ! I tried the three at the same time and them keep the top right and the left but it’s not working 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Nahile. Welcome to the Fitbit Community Forums. It's sad to hear that your Versa is still locked despite the steps you've tried so far. I'll do my best to help you with this! 

Since your Versa is no longer paired to your phone, the only way we can bring it back is by performing a factory reset. However, please take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account, your applications, alarms, etc. 

To perform a factory reset, please follow the steps below in the order listed:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

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

Nevertheless, I've seen you contacted our Support Team after posting here and your case has been escalated. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. Someone will reach out to you shortly!